The best thing that product does is the easy way that you can implement (you really can) very complex ITIL base process
What do you dislike?
It not manage CMDB concepts. I mean, you cannot have configuration items, relations and useful information about them.
Recommendations to others considering the product:
Easy of use and implement is a central thing you have to evaluate strongly. Also you have to keep an eye over reporting and dash boarding possibilities
What problems are you solving with the product? What benefits have you realized?
We're working very well creating tickets for incident, problem and implementation purpose. We have very quick information for every customer usage time activities. Other benefits is a easy way to collaborate each other (client, agent, observers, contributors).
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