The workflow should be made to be more user-friendly. It should also have more granular scalability. 

It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications.

We need more customizable reporting functionality.

We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is.

The system should allow for more flexibility, the option to view the settings and get rid of the settings I am not using. The solution needs to be easily configured. The user needs the option of enabling customizations within the navigation fields.

There are still a few odd issues in FootPrints 12.x, which are frustrating. A maximum of 1000 items is returned on any search result, so larger queries are relatively useless in an environment with many tickets, assets, etc. On the admin side, this is understood, but management does not like it. 

A second issue is that hyphens are not allowed in the quick search bar.  This has created a problem in our environment where we use hyphens in our asset names.

To improve the product for our usage, the pricing, maybe could be a bit lower. It would also be better if it covered some additional iTel versions for processes. Currently, it's got about six or seven. I'd certainly like to see more iTel processes. 

Sometimes it is difficult to make the application do exactly what you need. Workflows are missing (solved in version 12 of the software and we will migrate soon) but they can be built using escalations.

The problem is that there are several products, such as Smart IT for mobile users, that do different things. All of the products should be consolidated into a single application.

I would like to see full HTML file support in the next release of this solution.

The mobile version of this product does not support asset management.

It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly.

It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. 

It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space.

Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket.

• Include a more integrated CMDB and the ability to personalize/customize the Service Catalog's look and feel. 
• V11.6 has very large boxes as groups to click in order to drill down further.
• It would be nice if they added the ability to go directly to a form via a deep link URL.