If you stick to the out-of-the-box solution, it's an easy setup.
The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.
The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.
CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
It has the power to automatize several different tasks in the ITSM world.
The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer.
The reporting is very good.
The most valuable feature is the reporting of incidents.
The simplicity of the solution is excellent.
It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.
Self-service interface means people can check their own tickets.
Time sheets are a powerful tool.
It is stable and its technical support is good and quick.
This product solidly handles incident management, problem management, and change management.