Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic).  This is due to results of security tests and which we were not yet able to address in our environment. 

We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product.

Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool.  In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.

The product should improve its ability to integrate with third-party tools. The service portal should be customizable.

The reporting needs to be improved.