MSP Service Desk Software That Works For You

Manage service delivery for multiple clients with the ITCC Managed Service Provider platform, built to boost efficiency, productivity and business value.
ESM solution

One Tool for Managing Your MSP Operations and Services

All Managed Service Providers (MSPs) rely on effective IT service delivery and support capabilities to keep their business running smoothly and productively. The ITCC MSP solution offers everything your organization needs for business-critical client-facing functions – with effective third-party service management capabilities to oversee and manage multiple clients in a single platform. Resolve incidents, meet service level agreements (SLAs), share information, and track assets discretely across multiple clients in real time.

With the MSP solution, focus on streamlining your capabilities and building value for your business: improved efficiency, service availability, user experience, and productivity.

ITCC is super flexible allowing for a high variety of work processes and automation. I have been working with ITCC for over 10 years and I recommend it to anyone that needs great flexibility, a variety of options and wants to make many changes without the need to code.

ITCC is a flexible system that allows easy customization in many different ways to meet our ever-changing needs. The ITCC support team is amazing. They are quick to provide continuous support and are attentive to our needs, offering creative ideas and flexible tools.

Work Efficiently with Multiple Clients

The ITCC MSP solution is designed to make operations easier, faster and more efficient for  service provider organizations. The platform allows MSPs to manage multiple client accounts, contacts, and customer portals at once. It also provides contract management capabilities, enabling efficient contractual changes, such as SLA management, on a per-client basis.

Beyond client-focused service delivery, the MSP solution also offers internal-facing capabilities, such as employee hours tracking, which makes it easier for MSPs to invoice time and costs to the appropriate clients.

We’ve Got ITSM for MSPs Covered

The ITCC MSP solution supports managed service providers with the capability to deliver services to multiple clients quickly, efficiently, and seamlessly. Leverage a wide range of ITSM capabilities via automated workflows, rules, and built-in dashboards. Of course, the solution is ITIL-aligned so it covers all the ITSM needs and functions of MSPs at the highest level of compliance and quality:

Incident Management

Identify, manage, and resolve incidents efficiently to minimize lost productivity and improve end-user experiences.

Problem Management

Proactively identify and resolve problems to reduce incident levels and their impact on clients.

Change Management

Plan and manage changes consistently across clients to minimize risk and unwanted delays.

Service Catalog

Boost client access to information about available IT services, supporting streamlined knowledge and delivery.

Asset Management

Efficiently track and control all hardware, software, and other assets to improve governance and reduce costs.

Knowledge Management

Increase efficiency of knowledge sharing, including self-service portals, to improve operations and business outcomes.

Self-Service

Empower end-users to engage in ‘self-help’, speeding up their efficiency and productivity while meeting their expectations of support.

SLA Management

Monitor performance against client service-level target agreements, with escalation capabilities to prevent SLA breaches.

Project Management

Extend project management capabilities with IT-based processes and deliver benefits to clients faster.

The MSP Difference

In addition to broad ITSM-aligned capabilities, the platform also offers powerful MSP-specific capabilities.

Contract Management

Service providers can manage contracts, lines, attachments, and flexible attributes with ease. With the MSP solution, automation enables efficient management of covered assets and cross-referencing of support activities, as well as contract renewal management. Out-of-the-box dashboards and reports provide actionable insights and just-in-time notifications.

Client Management

MSPs can manage each client based on their specific terms of engagement. Clients can be individually assigned with relevant eligibility rights for incidents, requests, and changes based on the contractual agreement. Customer entities within each client can be searched, defined, and segregated, with no impact on incident routing.

Billable Hours Management

Track and manage work hours with the ITCC MSP solution. MSPs can define hours-based contracts and use built-in tools to assign contracts and plan billable time. With the internal calendar and task-based approach for actual hours reporting and charging, management of billable hours across multiple clients becomes more accurate and efficient.

Full Client Visibility

MSP dashboards keep team members and management updated on real-time performance and efficiency across the client base. With a complete 360-degree view of each client, MSP organizations can keep a finger on the pulse of individual accounts from every angle, filtering by contracts, projects, incidents, requests, changes, and tasks.

Your Business Never Stops. Neither Do We.

Technology is the engine of your organization, and you need seamless availability of all your systems – including your managed clients’ service and support systems.

And, the best MSP platform should fit with your workflows and the needs of your clients and employees, not the other way round.

The ITCC MSP solution is highly flexible yet demands minimal coding, making it fully and quickly customizable for your organization. Our customer service team delivers the support your company needs to maximize its client-facing service operations, 24/7/365. All your questions and usability issues are handled quickly, so productivity is uninterrupted. That’s the ITCC promise to you.

In Our Customers’ Words

We reduced costs by 33%.

Also, it has reduced the time it takes to manage tasks by 30 to 30%.

Ruli A.

CIO at Tadiran

ITCC 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.

Sigalit Shavit

CIO, CyberArk

It is a user-friendly system for both end-users and implementers. It can be customized to support various processes and facilitates the management of IT service processes and other organizational service processes.

Reut S.

CIO, Telecommunications

The solution's time-to-value, when considering the time to implement, the cost, and the ease of customization, is very good. The cost is not too high, and it is very easy to deploy.

Business Manager

Computer Software Company

What I like most about ITCC is the service they give to the customer; every question has an answer. The overall experience is very good.

Evgeny S.

Help Desk Manager

We have tested a range of products and finally picked ITCC, because of its ability to provide the best comprehensive solution to our organizational computing needs.

Eliran Tovi

CIO, Radware

A flexible system that enables me to customize my organization needs good support costs that are better than the competitors.

Yossi G.

Global IT Support Director

A flexible system that enables me to customize my organization needs good support costs that are better than the competitors.

Yossi G.

Global IT Support Director

ITCC helps us manage the process simply and efficiently. I like the fact that I can customize almost everything and change the system to support our processes.

Dror L.

TechOps Manager

The system provides an excellent solution for managing the entire process. Cases, tasks, asset management, and more. The professional support team is experienced, creates an environment for effective and continuous communication, and provides a quick and high-quality response.

Soher H.

System and Applications Officer

Highly recommend using the ITCC system.

When we chose the supplier, we found that adjustments had to be made; the change was made quickly and professionally The service is fast, courteous, and professional.

Elias N.

CISO

Power Up Your MSP Performance

See our MSP solution in action and gain a glimpse of the benefits for your operational efficiency and client satisfaction. Discover new levels of MSP success.