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We have aggregated ratings data on ITRP but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): ITRP

    Lots of value for your money!

    Overall Comment

    Very strong in the correct positioning of their solution withing our organization. Transparency on what it can and also cannot do. Professional and flexible approach in regards to the implementation project. Open to improvement suggestions (some of our requests made it already into the code). The solution is not perfect though. Entreprise-wide management and delegation of control need to be matured. Reporting capabilities need to be extended and an E2E support model needs to be formalized.

    What one piece of advice would you give other prospective customers?

    Take the effort to evaluate the tool properly, don't discard it based on their current market position.

    What do you like most about the product or service?

    Fixed process flows force you to rethink (read simplify) your service management processes

    What do you dislike most about the product?

    Reporting capabilities

    If you could start over, what would your organization do differently?

    Better mapping of the organisational structure into the solution.


  • 5 out of 5.0, Reviewed

    Product(s): ITRP

    Align your organization with ITIL, not other way round.

    Overall Comment

    It was great to finally see an ITSM tool, that is not a toolbox but is a real translation of ITIL best practises into the tool. It is quite challenging as ITRP requires your organization to get aligned with ITIL process, rather than another way round as usually. Currently, we are deploying ITRP in other departments, like Finance or HR, the tool is greatly serving the purpose for easy request management. At the same time, we get a lot of benefits for using the same request management tool across the company.

    What one piece of advice would you give other prospective customers?

    You need to develop your own data warehouse and built the needed reports. You can also use one of the solutions built by partners.

    What do you like most about the product or service?

    The performance is staggering, globally, everybody is very satisfied with it. I also like that there is no way to customize the things, that's why usually we are switching the discussions from constant development to applying ITIL in the organisation.

    What one thing do you wish the vendor did differently?

    I think that still, the reporting chunk is missing, however as we had built it already, we do not feel this so much.

    If you could start over, what would your organization do differently?

    We would roll out with CORE model of service catalogue globally.

    Service & support - overall comment

    We are getting the support from 3rd party partner, we are using it less and less, as we do not really need the support anymore. The availability of solution is perfect, no downtime whatsoever for the past 5 years, even not for maintenance.

    2 of 2 peer(s) found this review helpful.


  • 5 out of 5.0, Reviewed

    Product(s): ITRP

    Intuitive application with useful features that can be easily adjusted to company needs.

    Overall Comment

    The ITRP solution consists of functionalities that we found helpful for our environment. The system itself is easy in understanding and intuitive for users. We cooperated with partner to get to know about solution more and we received full support in preparation for implementation together with implementation, also we could count on post-implementation support. We had a chance to work on test environment to model our services and see if this solution can fully fulfil our needs. We reviewed running processes like change management, incident management and problem management at our company and improved them during this review after adjusting application to these processes by defining appropriate roles and delegating given duties via tasks. We really appreciate integration possibilities of ITRP with other technologies or platforms like Active Directory, Azure Active Directory and JIRA. Application itself remains one of the application accessible for our users through Single Sign On which stands for transparent way of work for them.

    What one piece of advice would you give other prospective customers?

    Start with Service Catalogue definition and/or review for your company and then check how ITRP can be used. You may be surprised how some of the things can be easy and how you can improve your running processes. We take care of time spent for tickets resolution, that is why we found a very helpful implementation of SLAs that ITRP provides.

    What do you like most about the product or service?

    Transparency, intuitiveness of application and support from the vendor are key attributes that we enjoyed.

    What do you dislike most about the product?

    So far we are happy with the product and service, there is nothing I can see to be disliked.

    What one thing do you wish the vendor did differently?

    The only one thing we wish vendor did differently is to spend more time on-site with us if possible. Such on-site workshops and meetings, we had a chance to participate in, give much more understanding.

    If you could start over, what would your organization do differently?

    We would have started our investigation with ITRP application by quicker contact with the vendor instead of self-evaluating and checking. Some of the features could be explained to us and some of them could be showed so we would not waste time to guess how appropriate features may work. For sure we would understand faster all possibilities that application gives.

    Service & support - overall comment

    The best way to obtain support is to submit a request using the ITRP service. That ensures that your request gets routed to the team that is responsible for supporting your organizatio

    Integration & Deployment - Overall comment

    Integration with Active Directory, Azure Active Directory and JIRA are most important values that we gained with ITRP. We received a full support with integration and with deployment of the application. We were served with Service Catalogue review, application adjustment and configuration, deep training and workshops and development of the integration.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
4.7

Ability to understand your organization's needs

(3)
5.0

Timely and complete response to product questions

(3)
4.7

Pricing and contract flexibility (pricing and terms)

(3)
5.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(3)
4.7

How long did your deployment take?

0 - 3 months (<3)

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(3)
4.7

Ease of integration using standard APIs and tools

(3)
5.0

Quality and availability of end-user training

(3)
4.0

Ease of deployment

(3)
4.7
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(3)
4.7

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(3)
4.3

Quality of technical support

(3)
5.0

Quality of peer user community

(3)
4.3
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(3)
4.3

Incident and Problem Management

(3)
5.0

Change, Configuration and Release

(3)
4.7

Self-Service/Request Fulfillment

(3)
4.7

IT Knowledge Management

(2)
3.5

Reporting and SLA Management

(3)
3.3

Process and Workflow Design

(3)
4.0

Data Source/ITOM Tool Integration

(3)
4.3
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Maintenance and Support

Vendor Management

Vendor/Product Selection

Development/Integration

Functional Assessment

Technical Assessment

User Training

Application Lead

Executive Sponsor

Rollout and Install


What other vendors were considered?

BMC Software

ServiceNow

EasyVista

Heat Software

Hewlett Packard Enterprise

ManageEngine

Microsoft

SysAid


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve compliance and risk management

Improve customer relations/service

Drive innovation

Improve business process agility

Improve business process outcomes

Improve supplier or partner relations

Other...


What were the key factors that drove your decision?

Product functionality and performance

Product roadmap and future vision

Overall cost

Strong consulting partnership

Strong customer focus

Strong services expertise

Financial/organizational viability

Other...