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IT Care Center Primary Use Case

WT
Business Manager at a computer software company with 51-200 employees

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.

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OA
Chief Information Officer at a comms service provider with 1,001-5,000 employees

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.

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AY
IT Team Lead at a tech company with 501-1,000 employees

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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Learn what your peers think about IT Care Center. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,327 professionals have used our research since 2012.
TK
IT Customer Service Manager at a comms service provider with 201-500 employees

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

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CIO at Tadiran

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.

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Technology and Infrastructure Manager at Colmobil

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.

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Manager of Global Service Support at Maytronics Ltd

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.

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Learn what your peers think about IT Care Center. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,327 professionals have used our research since 2012.