Loom Systems Review

Stable and scalable with good features overall

What is our primary use case?

We primarily use the solution for service management.

What is most valuable?

We implement the systems, so I tend to use it around what's known as the SDLC.

The features, overall, are good.

What needs improvement?

I'm not sure if there's a specific feature the solution is lacking.

The reporting is a bit weak. They should work to improve this aspect of the product.

It would be helpful if the solution offered 3D graphics.

For how long have I used the solution?

I've been using the solution for three years.

What do I think about the stability of the solution?

The solution is extremely stable. We haven't experience bugs or glitches. There haven't been crashes that would make us worry about its reliability.

What do I think about the scalability of the solution?

The solution is absolutely scalable. If an organization needs to expand it out they definitely can.

The number of clients we have on the solution may be in the thousands.

How are customer service and technical support?

I've never personally been in touch with technical support. I can't speak to the level of service they provide.

Which solution did I use previously and why did I switch?

I don't have any previous experience working with other help desk solutions. I've only ever worked with this solution.

How was the initial setup?

The initial setup is quite complex. Normally, a company will need to have a unique desk specialist with ServiceNow skills.

What about the implementation team?

It's best to have this solution installed by consultants or integrators, due to its complexity and the fact there are unique skills needed to implement it correctly.

What other advice do I have?

We have a business relationship with Loom. We're a consultancy.

I'd advise other companies to make sure that they choose a very good consultancy partner to ensure that everything is implemented in the correct way.

Overall, I'd rate the solution nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
**Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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