IT Care Center Pros and Cons

IT Care Center Pros

WT
Business Manager at a computer software company with 51-200 employees
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.
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OA
Chief Information Officer at a comms service provider with 1,001-5,000 employees
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.
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AY
IT Team Lead at a tech company with 501-1,000 employees
We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened.
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Learn what your peers think about IT Care Center. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
523,975 professionals have used our research since 2012.
TK
IT Customer Service Manager at a comms service provider with 201-500 employees
IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient.
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CIO at Tadiran
For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT.
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Technology and Infrastructure Manager at Colmobil
It runs smoothly and all of the components are very easy to work with.
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Manager of Global Service Support at Maytronics Ltd
It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient.
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IT Care Center Cons

WT
Business Manager at a computer software company with 51-200 employees
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.
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OA
Chief Information Officer at a comms service provider with 1,001-5,000 employees
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.
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AY
IT Team Lead at a tech company with 501-1,000 employees
They should have full integration with SSO services, like Okta, creating a full service solution.
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Learn what your peers think about IT Care Center. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
523,975 professionals have used our research since 2012.
TK
IT Customer Service Manager at a comms service provider with 201-500 employees
I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams.
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CIO at Tadiran
The UI screens could be a little bit more modern.
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Technology and Infrastructure Manager at Colmobil
There is no such thing as a perfect solution and in the past, I have contacted support to implement new features.
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Manager of Global Service Support at Maytronics Ltd
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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Learn what your peers think about IT Care Center. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
523,975 professionals have used our research since 2012.