This is great tool for supporting global user-base

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?

Yes