ITRP Software


 

ITRP is a cloud-based IT help desk solution designed for midsize and large businesses. It offers service desk, problem management, change management and audit management within a suite.

ITRP features incident management, allowing users to locate and report incidents whenever they occur. In case of a major incident, the solution groups all requests related to an incident so that they can be addressed by the assigned team in one go.

ITRP features automated routing which cues incoming requests from different sources and routes them to the right staff based on predefined rules.

ITRP features computer telephony integration (CTI) which eases the process of customer search while handling customer queries. For every query, the solution performs lookups in the database and pulls customer records to help agents identify services and subscriptions.

The problem management functionality of the solution allows users to identify problems by identifying recurring and related requests. This enables users to perform root cause analyses of these problems and solve them proactively.

 

ITRP - Computer telephony integration
 
  • ITRP - Computer telephony integration
    Computer telephony integration
  • ITRP - Mobile app
    Mobile app
  • ITRP - Risk and impact analysis
    Risk and impact analysis
  • ITRP - SLA reporting
    SLA reporting
  • ITRP - Approval managenent
    Approval managenent
Supported Operating System(s):
Web browser (OS agnostic)

13 Reviews of ITRP

 

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Showing 1-1 of 1

Dion from Basecamp
Specialty: Hospitality / Travel
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Finally an ITSM tool that just works, without needing dozens of consultants!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We immediately fell for this tool the moment we saw it. It just looked so much easier and it was performing so much better than any other SaaS tool we looked at. We are located in Austria and were surprised by tools from the big two vendors performing so average over here, even though their data centers are in London, Frankfurt and in Amsterdam.
We are now using it for about two years and it is even better than we thought. It has been available always, 100%. New releases are out every week and at no time did we need any consultancy for this, such a difference from our previous Footprints product!

Pros

Performance
Ease of use
very limited need of consultancy
Integration with our printer provider for printer requests at zero costs!
The support from the provider is brilliant! Personal and incredibly fast!

Cons

Color scheme is a bit dull, a bit fresher look and feel would be nice or even better, option to change color schemes
A native app for iOS and Android would be nice, although the application works really well on mobile phones and tablets (HTML5)

 
 
 
Showing 1-12 of 12

Joost from Sibelco

August 2017

August 2017

Fast, easy to use, easy to implement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

ITRP is easy and fast to implement as a result of its standardized setup. It's business-service-oriented and it's a true SaaS offering.

Source: Capterra
 

Theo from TWC Automatiseringsdiensten
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Proud early adopters of this application and we've seen it grow and evolve greatly.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Collaberation, easy implementation, great flexibility, awesome performance.

Pros

Simple and clear interface. Controlling the application is intuitive and logical. Being able to design workflows for changes and projects is simply great. The ability to design UI extensions is golden!

Source: Capterra
 

Thomas from APA-IT

January 2016

January 2016

Powerful and easy to use solution

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Switching to ITRP was a very good choice we made 2 years ago. Coming from a different system, we thought we would need to tweak and change a lot but this did not happen.

We are very happy to work with an always improving product and our customers love the way they can now interact with our specialists.

As with every solution there is always room for improvement and this is where ITRP really shines. Their customer service is very dedicated and they always listen and try to incorporate requests and suggestions in their new releases if they fit their strategic plan for the product.

Source: Capterra
 

Dan from EVS

January 2016

January 2016

ITRP

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

We were early adopters of the product and were able to test the functionality very early in the companies lifecycle. The results were terrific. The team and the founders are experts in this field and they bring that experience to the software and the company. Truly it was a fantastic experience.

Source: Capterra
 

Justin from Message Technologies, Inc.

January 2016

January 2016

ITRP for SLA Tracking

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Fantastic tool for tracking incidents and service levels. Initial setup of SLA's is a bit cumbersome but the end result is a powerful and reliable product.

Recommendations - ITRP has a lot of functionality, get it set up and build from there. Don't try to do too much too soon. Implement, train, then tweak.

Source: Capterra
 

Wouter from ATOS

January 2016

January 2016

ITRP for ICT Shared Services - a challenging mulitenancy service management implementation

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

As a project manager and service management consultant , I was responsible for the implementation of ITRP as the service management tool for ICT shared services. ICT Shared Services provides ICT to nearly 25 of Belgium's federal government agencies and public
services. ICT shared services has contracts with several service providers to deliver the services.

For this project we had some major challenges
* Complex customer service catalogues and SLA's : implementing and measuring SLA's for the 25 customer organisations
* Multi tenancy : giving the possibility to the customer organisations to use ITRP for their local helpdesk function and support. With security barriers between the different customer tenants and easy integration with the ICT Shared Services support
* Measuring service provider performance : implementing and measuring SLA's / underpinning contracts with the service providers
* Implement this solution in 3 months time (transition period)
* On-premise installation

This mission was accomplished and all requirements are fullfilled. Thanks to excellent support and incredible agility of the ITRP institute

Source: Capterra
 

Leslie from AllOpenSolutions

January 2016

January 2016

servicemanagement and the cloud are the future direction for most, ITRP is ready

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

After signing in you can use it out of the box
the performance and availability are super
ITRP is indeed listening to their customers
Is also pretty quickly adopted by our teams in multiple servicelines

reporting can be optimized but there are enough API's

Source: Capterra
 

Ronald from OCA

January 2016

January 2016

Greatest interface I have seen in ITSM combined with 'Google-like' performance.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

PRO
Super performance
Very nice interface, easy to understand without much training
Great self service that is intuitive enough to be used without training or explanation
Very easy to administrate, easy to add and modify (Change) workflows, add approvals, etc.

I find it very impressive that in 3 years we have had no downtime, no need for consultants and only 2 (!) incidents in 3 years on the product! We have had many new releases so far but they never cost us any money or even any resources. During implementation we spent about 25 days on consultancy but since then we have managed to administrate everything ourselves.

Support is an absolute delight. First of all they promise an actual resolution target, not just these silly response targets. But the best thing is that in general our requests are looked at within 10 to 15 minutes and questions are most of the times answered within an hour!

CONS
I am missing a full feature knowledge base but I just learned that one will be released later this year.
We could use some additional reports in the list of standard available reports.

Source: Capterra
 

Eelco from Grontmij

December 2015

December 2015

Very user friendly and a good service for incident handling

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros:
Easy to use, for IT and Customers
Easy to configure the Self Service portal
Implementation can be done very quickly

Cons:
No good connectors, configuring connection with SCCM was a struggle
No possibility to email updates from incidents to customer
No ability to search in the UI Extensions
No Knowledgebase
We had problems with setting up change workflows, this should be improved

Source: Capterra
 

Jean-Marie from Deloitte Belgium

October 2015

October 2015

The Service is extremely user friendly and quick. Our user community is using it 24/7

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

ITRP is the kind of Service Management as a service that every respecting company should use for a lot of different reasons :

User experience, customization of the self-service, strength of the out of the box standard ITIL processes and the speed of use. We compare ITRP with Apple, it is Always available and almost no training needed.

Our Business is dependent on the good functioning of ITRP every day, including our clients for some of the engagements.

Source: Capterra
 

Aurelian from Federal-Mogul

October 2015

October 2015

Implementation of ITRP and Danone Group

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros: user friendly, fast, ITIL processes very well integrated, capable to work in a multicountry, multi vendor environment, cloud solution no need for upgrade

Cons: required very good quality masterdata, low flexibility in changing the process still the processes are very good.

Source: Capterra
 

David from Daikin Europe

October 2015

October 2015

Out of the box, ITRP provides the service management functionalities

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Out of the box
Performance is top
Availability 100%
Cloud solution
On weekly basis new features / functionalites are made available
ITRP is listening to their customers
ITRP is not only being used by IT... but also Production Engineering, General Affairs...

Out of the box reporting is rather limited
Need of an external reporting tool is required

Source: Capterra