IT Care Center Reviews

Our primary use case for this solution is an IT ticketing system. We have a lot of entities within the company use this system, such as procurement, HR, legal, etc. IT also uses it for a few other projects like asset management, change management, or any ITSM model/method.

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. 

IT Care Center has helped us simplify our IT service management. It is much simpler compared to the situation that we had before, e.g., designing a form, changing a form, doing a bit of adjustment, creating new categories, and onboarding new departments to IT Care Center.

We have reduced the number of tickets that we received based on IT Care Center analytics. I created a few dashboards for IT and the management teams. Therefore, I managed to reduce the number of tickets compared to last year and the previous year. The yearly reduction was approximately 10 to 15 percent each year. Every quarter, we are checking the tickets. For the top 10 categories, we are automating the top 10 pain points. So, if we have a lot of tickets for a specific app, then we are trying to automate them with a script. We are doing some pre-tasks. For example, if it's regarding new hires, we set everything in advance and have managed to decrease the number of new hires tickets by 10 to 20 tickets for the first three months of deployment.

We use it for all the regular ticketing activities, where we deal with our internal employees. We use the solution for IT, for facilities, and we use it for a portion of R&D. All of those areas are utilizing the system so that customers can open tickets and then to answer according to the relevant workflow. 

Another vector of activity that we are using the system for is everything related to our change advisory board. Everything related to change requests is being done, maintained, and managed through IT Care Center. 

The last use case is asset management, which is not fully deployed yet, but that is our aim.

We have now consolidated the two systems that we had by decommissioning one and moving to IT Care Center. 

Another benefit is the reporting, compared to our previous system where the reporting capabilities were very low. With that system, as a CIO, I couldn't see my SLAs in a clear way. If I asked what our SLAs were, someone had to put it into Excel and do many calculations and then provide me with something. This was not good. The IT Care Center system enables me to see the SLAs of the company in one place, on a daily, weekly, monthly, quarterly, and yearly basis, in a very easy way. This is a real benefit that I, as a CIO, get from the system.

The automation that we have implemented with the solution has definitely reduced the number of tickets. We have been utilizing this automation for quite some time, so we haven't seen a change in the number of tickets in the last two years. But if you add more automation then it will reduce the number of regular tickets for sure. We measure how many tickets we are solving through automation and how many we are doing in the regular, manual way. About 50 percent of our tickets are being closed automatically by the system. And this is something that we want to expand, obviously.

We use it for IT incidents and requests as well as for workflows for certain cases, such as new hires, employee exit, and things like that. We also use it for opening incidents for infrastructure, such as when the electricity goes off.

It is deployed on-premises. We prefer to have it on-cloud, and that's on the roadmap for the next year.

It provides more transparency because an agent can see all the sub-tasks that are relevant to the same issue, which makes things faster and more efficient. It saves time because the agent doesn't have to make calls or send emails to ask, "Do you know about this case and that case? Where did that case go? Who took that case?" He doesn't have to do it anymore because he can see everything under the main task. It has probably saved about 20% of our time. 

It doesn't reduce the number of IT tickets or incidents. In fact, it increases the number of tickets because we make flows with all its sub-tasks, which is a good thing. Previously, we had a case, and we had to make sub-tasks for each and every single thing that we had to do for closing the case. We had to email or make calls and tell them to do certain things before we close the case, but now, it is all in the system. It increased the tickets, which is good because we now know the volume of the tickets.

This solution is used for documents, monitoring, and follow up for internal customers. We process their requests and incident questions related to IT.

For customer service, IT Care Center has helped us to centralize our daily IT activities in one platform. It has made our operations easier to use, more efficient, reliable, and available. We have always said, "This is the most important tool," not Outlook, Skype, Teams, the smartphone, or even the telephone.

Mainly, we are using it as a ticketing system for IT users at Tadiran. Another role is for it to manage all IT workloads, tasks, and projects. We are using IT Care Center as a major tool for all our management, which is its second purpose. The more we use it as a dashboard, users are then able to operate from IT Care Center a few functionalities concerning authorization requests to use two or three passwords. This is also in .NET and SAP. For example, if a user forgets something or something bad happens, we can ask for a new password, then reset the passwords from the dashboard in IT Care Center. Furthermore, we are using this for management of all the licenses as part of our IT management.

Overall, the solution has helped to simplify our IT service management. We have had fewer calls, which gives us more time to work without distraction. Because of the simplicity, a user can open tickets and get their responses because of the way that we can manage responses from the IT team. On the IT management side, it is valuable. We get value today from the way we can accurately manage tasks. Also, I have suppliers who are working with the system. For them, I can open tickets, and they send me their estimated times. I have statuses, which are configured, processed, and managed by IT Care Center. Therefore, the efficiency of our work in the IT department is much better. We have reduced costs by 33 percent. Also, it has reduced the time it takes to manage tasks by 30 to 35 percent.

We primarily use this solution as a ticketing system for our help desk. When people call us, we are able to open a ticket and start a case. We also use it as a knowledge base and for inventory.

This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us.

The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms.

IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view.

This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again.

The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets.

Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

We set ITCC up in one of our servers and we use that to generate logs, create logs, and create a knowledge base for our support staff. It supports over 30 to 50 customers today.

On a day-to-day basis, we actively use the service delivery. Under the service delivery, where we create cases, we do resolutions and simple workflows for approval. That's our primary use case.

The other use case is for the knowledge base itself. We are trying to look at how based on the cases generated, how we should allow our knowledge pool to somehow benefit from the previous log, previous incidents, and learn from it to provide a better service to our end customer.

Based on the classifications we look at, every case is logged where we have our level one, level two support staff. ITCC adds value in the way we generate a statistic report to show the end customer the things that our end-user normally reports, be it a hardware issue, a software issue, or a usage issue. We do classification and then we make it into a reporting structure and send these particular reports to the CIO and CTO at the organization to our customer.

That is something that our customers find very useful and insightful because it is something that we don't do proactively. Most of the time they do it, is when something happened, they start to ask why this happened and that. But with this reporting structure, they have a very good overview of what is lacking in the organization, in some of their IT, and what they can do to improve their infrastructure, how they can improve the usage, and user experience. We see the value that we can provide to our end customers through ITCC and IT reports.

ITCC has helped us to consolidate multiple integrated legacy systems. We are doing one of them now. We try to create a certain API that talks to our legacy. We have our backend system, our business intelligence system, and our BI. So now we are working on that. At the moment, we are actually looking at how we are going to do an auto API that we can talk to with our BI system. That will help us to actually further drill down and diagnose or analyze the issue and problem quicker and more accurately. 

In terms of cost reduction, the saving and the manpower of manually tracking and creating would have channeled into a cost-saving. I'm also seeing on average that five of my staff are using the system, and every day they have to do it without the tools. Each of us saves two hours, so we have 10 hours per week that we save.