IT Care Center Reviews

Name: IT Care Center
Brand: IT Care Center
Rating: 4 (7 reviews)

4.3 out of 5

7 reviews
100% willing to recommend

What is IT Care Center?UNIXBusinessApplication
Price:

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

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IT Care Center is the #34 ranked solution in top IT Service Management (ITSM) solutions and #36 ranked solution in top Help Desk Software. PeerSpot users give IT Care Center an average rating of 8.6 out of 10. IT Care Center is most commonly compared to ServiceNow: IT Care Center vs ServiceNow.

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Help Desk Software

April 2024

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Helped 768,578 peers since 2012

Featured reviews

Asaf Yosovich

IT Team Lead at a tech company with 501-1,000 employees

Apr 5, 2021

The most valuable IT Care Center features are the ones that we requested especially for our environment. We have integrations with Slack. We also have integrations from our computer management systems that run daily and sync with IT Care Center. I am using the APEX forms and entities. For example, when I want to design a special form for a special entity or department in the company, sometimes I go to the APEX and develop a form, workflows, schedules, emails, etc. I can develop these from scratch. ;When we moved from ServiceNow to IT Care Center, it was very important for us to have a system that we could develop ourselves. Because in ServiceNow, we had to develop everything with an external company, and we don't want dependencies. We have tickets that are being closed with Canned Response. Once the ticket has been closed, we get an article to act/work on. This has reduced tickets, e.g., once a user receives a Canned Response, then they can save the link to the article, etc.

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Yossi Golan

Manager of Global Service Support at Maytronics Ltd

Apr 5, 2021

There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us.

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reviewer1568562

Chief Information Officer at a comms service provider with 1,001-5,000 employees

May 2, 2021

The good thing about the system is that it is very flexible. The reports are pretty good. Versus other systems we have used in the past, the reports are flexible, easy to adopt and to change, and we use them a lot. Everything related to the regular activities of the help desk team is also very helpful. It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs. That is very important because these are some of the most critical things that my performance is measured upon, along with my IT organization. We have automated everything related to workflow—opening a ticket, where it moves to—with the help of IT Care Center. For example, if we have a port that needs to be opened, or there is a request regarding an IP, or we need to invoke some privileges, we have created a mechanism in IT Care Center that deploys these automatically. My SLAs have improved due to that.

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Valuable Features

"It runs smoothly and all of the components are very easy to work with."
"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."
"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

Room for Improvement

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."
"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."
"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

Pricing

"This product is very cheap when compared to other platforms."
"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."
"The licensing model is very flexible."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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Learn more about IT Care Center

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

IT Care Center was previously known as IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog.