Improve processes, reduce operating costs and drive efficiencies throughout organizations with the ITCC Enterprise Service Management (ESM) solution. Our full suite of tools and features will improve internal services at every department where it is implemented
Built on decades of service management improvement for IT departments, it extends those concepts and capabilities into every aspect of the organization. From HR to finance, legal and facilities management, users share knowledge, deploy automations, and handle incidents and requests using proven processes.
"ITCC is a flexible system that allows easy customization in many different ways to meet our ever-changing needs."
“IT Care Center has worked with us as a partner to build, implement and evolve a solution that matches our vision for customer experience”
ESM takes existing, disparate workflows throughout the company, and applies the same processes to ensure consistency and efficiency in processes. As a result, there is a singular company-wide user experience, using a centralized tool.
Company-wide benefits include:
The different modules in the system work seamlessly with one another and provide a dashboard view of how the company is functioning internally. Through the system, management can monitor and better understand user requests from each department.
Employees and departments have access to the tools they need to get issues resolved quickly and improve productivity across the company.
Track all incidents and problems to get a full view of challenges that are happening in a division, and measure response and resolution times to ensure that SLAs are being met. Solutions described in the knowledge management portal help team members resolve their issues faster.
Track equipment and company assets. For example, Facilities Management could use the platform to track chairs in offices and conference rooms. When chairs break, that information is added to its record and can be used by purchasing teams when deciding what type of chairs to purchase in the future.
ESM systems can be applied to single divisions or across an entire company. Each business unit can create its own portals, with specific knowledge base content, request and ticketing tools, and chatbots that help streamline communications and service common requests for information.
At ITCC, we understand how important it is for your systems to be available 24/7/365. It’s why we developed a versatile, professional-grade platform that is highly flexible and doesn’t require a lot of coding.
Our customer service teams are committed to delivering any support you need to keep these systems running. We provide follow-the-sun support to ensure that if our systems ever go down or if you have any questions you need answers, we are here to answer your questions and get your system back online.
“As a cyber security leader, protecting our customers from advanced threats and ensuring customer satisfaction are top priorities,” said Sigalit Shavit, chief information technology officer at CyberArk. “IT Care Center is a highly customizable solution that powers productive IT support interactions. Using advanced analytics, we can measure and continuously improve the effectiveness of our customer support team to drive long-term customer loyalty.”
Sigalit Shavit
CIO, CyberArk
