IT Care Center Reviews

IT Care Center offers valuable features such as comprehensive task views, customizable workflows, self-service capabilities, integration options, and user-friendly form creation. Flexibility and customization allow organizations to make system changes independently, optimizing workflow and efficiency. Analytics, reporting, and ticket management enhance IT operations by streamlining tasks and improving SLA performance. Automation and intuitive usage simplify IT service management, empowering users to log and track issues efficiently, leading to faster issue resolution within organizations.

• "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."

IT Care Center lacks global support and immediate callback for raised issues. Users find Oracle APEX challenging without object-oriented features. Dependence on vendors for dashboard creation due to lack of knowledge is a concern. The interface is outdated with limited mobile responsiveness and lacks full integration with SSO and IT telephony. They desire a native mobile application and plug-and-play capabilities for Teams and Cisco. Users also seek better tools for productivity tracking and alert systems.

• "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."