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.



13 Reviews of ITRP

Overall rating

4.5 / 5 stars

Showing 1 - 13 of 13 reviews

August 2017

Joost from Sibelco

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2017

Fast, easy to use, easy to implement

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.

June 2017

Dion from Basecamp

Company Size: 11-50 employees


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2017

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

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)

June 2017

Theo from TWC Automatiseringsdiensten

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2017

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

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!

January 2016

Thomas from APA-IT

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

January 2016

Powerful and easy to use solution

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.

January 2016

Dan from EVS

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

January 2016

ITRP

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.

January 2016

Justin from Message Technologies, Inc.

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

January 2016

ITRP for SLA Tracking

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.

January 2016

Wouter from ATOS

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

January 2016

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

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

January 2016

Leslie from AllOpenSolutions

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

January 2016

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

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

January 2016

Ronald from OCA

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

January 2016

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

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.

December 2015

Eelco from Grontmij

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

4 of 5

December 2015

Very user friendly and a good service for incident handling

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

October 2015

Jean-Marie from Deloitte Belgium

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

4 of 5

October 2015

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

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.

October 2015

Aurelian from Federal-Mogul

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

October 2015

Implementation of ITRP and Danone Group

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.

October 2015

David from Daikin Europe

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

4 of 5

October 2015

Out of the box, ITRP provides the service management functionalities

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