This is our “go-to” application for all ITIL processes globally. All service desks and backline teams utilize this tool from a work intake and incident management perspective. Due to its flexibility, it allowed us to come together globally on our IT business processes.
The tool is constantly improving and has been able to meet our business needs for the most part.
I've been using it for nine years.
Recently, we wanted to deploy the application across multiple data centers, but with the multi-cast restriction, we weren’t able to do it. They are working on a TCP based communication which should remove this restriction.
Stability was a major issue in older versions of the product. As the product has matured, the stability has improved. It is a Java-based tool that utilizes Jgroups for communication across the servlets. Proper tuning is needed to stabilize the Java servlets and avoid 'Out of Memory' errors.
Scalability has not been a big issue. The only complexity comes from the amount of Web clients needed to support a large implementation. Maintaining them, doing certificates for SSL if necessary and troubleshooting them at an individual level can get complicated.
Customer service is good in the fact that they are friendly and want to help, and they do follow up on issues.Technical Support:
Their front line support is poor. They do not have real experience so most issues will take a week or more to address and normally requires their second or third level support, or even their R&D Team. Premier Support is highly recommended if you can afford it.
No previous solution was used.
It was complex due to the company still defining the processes as they were implementing the tool.
In-house implementation was done.
Have a firm grasp on your business processes and how you’d like to see them implemented.