We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

Application service mapping, GRC, SecOps, and things like that need improvement.

Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost. In the future, I would like to see the addition of chatbots to the self-service portal.

The solution could be more user-friendly. The workflows sometimes get complicated.

The stability, specifically in the on-premises deployment model, could be improved.

• Agile delivery should be supported. 
• Plug-ins to JIRA would be welcome. 
• More fields for estimations and work done for summing up functionalities from subtask to main tasks would be helpful

They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user. They also need to improve some aspects of their User interface to have an more modern look.