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.
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Easy to use, helping us reduce costs by half
Pros and Cons
- "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."
- "They should have full integration with SSO services, like Okta, creating a full service solution."
What is our primary use case?
How has it helped my organization?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using this solution for two and a half years (since January 1st, 2019).
What do I think about the stability of the solution?
The solution is quite stable. We have had two or three downtimes since we started using it.
What do I think about the scalability of the solution?
IT Care Center is very scalable. If the company grows, it can support an increase of servers and resources.
900 people are end users of this solution in our organization, and 49 of them are administrators of it.
How are customer service and technical support?
IT Care Center is very easy to use when it comes to flexibility and customization. I still need some support, like on really new features or stuff that I still don't know how to use, because there is a lot of work on the APEX platform. I can't do everything. However, from the two or three sessions that I had with the support, I learned to create and develop a form, workflows, etc.
IT Care Center's tech support was great for us during and after deployment. Every time that I needed help, they were available.
We have requested things from them that weren't on their roadmap.
Which solution did I use previously and why did I switch?
We switched to IT Care Center from ServiceNow because we couldn't do anything with Service Now without professional support. The main reason that we selected That's IT: We did an RFI and received the best results from That's IT.
With ServiceNow, we had to pay for every little thing. This costed a lot of money. With IT Care Center, it is one license and everything is paid.
How was the initial setup?
The initial setup was straightforward. We managed to move from the old system to the new one in two weeks. We exported all the data from the other system and loaded it into the new one. Creating the form, category, and entity were straightforward.
What about the implementation team?
We implemented this solution with the help of a vendor. Overall, five people from their side and three or four from our IT department worked on deployment.
What was our ROI?
We have seen a return on our investment with this solution based on the analytics that we have. We have a lot of dashboards. We managed to improve processes internally. We have a one stop shop for every solution.
We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services.
What's my experience with pricing, setup cost, and licensing?
IT Care Center's price was in the middle, where Freshservice was the lowest and SysAid was the highest. The solution's price is fair. Regarding the value that we are getting from the system, it is a win-win situation for both sides. We have really contributed to them over the past few years when developing new integrations with the Slack onboarding system.
Under the basic pricing model, there are no surprises. If you want something special, then you have to pay extra.
Which other solutions did I evaluate?
We evaluated SysAid and Freshservice. We didn't go with Freshservice because this solution wasn't mature enough for our environment. While SysAid was mature enough, the UI and workflows were quite complex. SysAid's price was also quite high.
What other advice do I have?
For our organization, it is important that all IT Care Center modules are included in a single license. If you are looking for a one stop shop, you don't want to pay every time for a new feature. You want the flexibility. If you are looking at an ITSM system that has a lot of out-of-the-box capabilities, you want everything in one place. If you want to implement a new model, you shouldn't have to pay for it.
How you use IT Care Center will depend on how your organization builds. I saw some really nice projects and implementations on Microsoft environments that an admin developed from scratch, like working with APEX and building out of the portal. This product has a lot of capabilities. If you are using the out-of-the-box solution, then you must suit it to your organization. If you are building from scratch, it can do amazing things.
I don't have any automations in IT Care Center. I have a few daily things running from our directory which sync all users to IT Care Center, but nothing like automated workflows yet.
I would rate this solution as a seven and a half or eight out of 10.
Which deployment model are you using for this solution?
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.