IT Care Center must improve the UI because it looks old-fashioned all the time. They must improve the design and maybe provide more admin training.

They should have full integration with SSO services, like Okta, creating a full service solution.

It is not responsive for mobile. Currently, it is half HTML and half browsing in mobile. The display is not suitable for use. This needs to be fixed. 

It would also be great to have more administration features because they only support Windows environments.

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.

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. 

A second area for improvement is connectivity to IT telephony.

Everything is doable, but it's not plug-and-play. I would like to see a plug-and-play for Teams and for Cisco so that things are automatically enabled.

The UI could be better. The UI screens could be a little bit more modern. 

While most of our work is not on the mobile (concerning IT), it could help us in the future if it would be more responsive for users and IT management, e.g., we could use more apps in the mobile, iPad, or smartphone. 

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.

There is no such thing as a perfect solution and in the past, I have contacted support to implement new features.

I have not fully utilized all the features and functions. There are a lot of rich features and functions. So the only area I look at is how to use the API and how to integrate all the logs in the system with my legacy system with my other CRM system.

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.

If there is such a feature, it would be very good for us to track how long it takes to resolve issues. An alert should be sent to say that a particular staff may not be competent to solve the issue and I may have to escalate to the next level of support.