What are the best aspects of this product?
I like that this tool is cloud based and exposes various webservices for support teams. It provides self service portals for end-users. It is a flexible tool and it allows you to use it for various types of services ranging from end-user inquiry to organization-change control procedures. The other thing that I like is the fact that provides real-time reports that shows current dashboard.
What aspects are problematic or could work better?
It takes time to add new field to request form, and I don’t know if there is a possibility to do data migration of service requests from other system.
What specific problems in your company were solved by this product?
It helps us to support end-user inquires and we track requests and assign them to the right individual. The IT can track SLAs and take number of actions upon the breach of SLAs. Also, it is great to managing our management process, and IT can effectively handle overall release governance.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 month
What is your company size?
More than 100 Employees
What is your industry?
Did your company use a different software before this one?
How many people in your company actively use this product?
How long is your contract with the vendor?
Less than 1 year