This is a great service desk product for SMB's. It's free and easy to get going so it is perfect for companies that haven't got anything in place to handle inventory and helpdesk. It is supported by a strong community of users that give you a built-in expert network and IT knowledgebase.
Room for Improvement:
I think its monitoring tools could use some improvement. Clearly it wasn't designed as a monitoring application from the start and it still seems a bit weak compared to other, more fully featured, monitoring products.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Aug 28 2012