The VMWare Service Manager is a powerful ITSM software that has very good workflow engine to control the ITSM processes/. I have used this on several client projects and it integrates very well with their business workflows. Most of the standard IT processes like Incident management, problem management ,change mangement etc. are easy to setup up out of the box.
It is also a cloud based application and can be easily deployed on client environment. It has options to customize the fields on the application as well. For example, if you wanted to add a new field to capture the approximate effort for a change, you can include this field to show up when you create a new change.
Most of the navigation options are shown on a panel on the left. This is typical of most ITSM applications.. They also have options to calculate and report the SLA and OLA response times and breaches.
The user interface takes a little getting used to. When I first started using this, I had trouble understanding the navigations and options that were in here. Having used many other ITSM tools, I can cleary say this is one area that needs to be improved. There are several other ITSM softwares like ServiceNow that offers a lot more functionalities out of the box for project management and IT process management which are lacking in the VMware application.
It would be best to consider the alternatives in the market. The VMWare application is a good option if you have other VMware products that you might want to integrate it with.
Incident management, problem management, configuration management, Knowledge base, change management and service catalogs.