It’s always the little things. There used to be a spell-check function that allowed us to add technical terms, but it no longer exists, and I’d like to have that back.

Also, adding group names is a complicated process that involves adding analyst names, and analysts change all the time, so it's nearly impossible to consistently add group names.

You cannot make any structural customizations to any of the screen since this is a SAS and it is a shared database structure.

It needs a better integration engine.

A UI for a lot of the systematic commands which are still command line interface-based needs improvement.

Usability for IT analysts could be improved. There are some filters, but we'd like to be able to save filters that are common to many analysts. There are also some minor tweaks to day-to-day operations of the tool, which are filters and the search functionality. I'd also suggest making some settings default rather than requiring the user to select them.

There are a few things I would like to see.Service Desk has a quick profile feature, where you can pull up everybody's environment, including all their assets, their ticket history and everything else. When I go in to actually look at their contact, I would like to see that same information, instead of having to go to two different places for it.

I think they could update some of the interface. It doesn't look as pretty as some of the other ones. I would like it to be more visually appealing. And they could make it a little bit easier to do customizations.

Also, I think Service Catalog could be a little more user-friendly to the end user. It's fine for somebody who's more technical, but I think sometimes my end users, who are in the newspaper and they're usually older and have a little more trouble with it. But, they've really done a good job of improving everything lately.

There's always room for improvement. It used to be much harder to get support and the tool didn't tie in as well to their other products. You'd have to jump through so many hoops to get it to work.

I would really like to see a mobile app for our analysts. That would be a huge improvement, a huge win. Also, some type of mechanism to manage analysts who are on call would be nice.

The solution does not align as modern service solutions do. Seamless integration is no available among the processes.

Their service management application needs a lot of work. It’s in a really bad state right now.

They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner.

The solution needs to improve its reporting features. The user interface needs a lot of improvements.

The product needs to implement a cloud platform solution, which is lacking so far.

Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

I would love to see better two-factor authentication as that would really help us and make a big difference.

The implementation of Server Monitoring on Non-Windows servers.

Importing data with relations is difficult and could be better.

Flexibility to customize.

Deployment and setup is a major difficulty and it could have been made easier.

Few probes need improvement in their function and the way they get deployed for monitoring.

When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets.