My main advice would be to use an implementation partner. I've used quite a few and they've all been fairly good. I would also suggest to negotiate on license costs, there's always room for negotiation. Ensure that you have the resource availability within your organization, you can't just rely on an implementation partner to do it all for you. You need to ensure that your process owners, your service desk managers, second line, your resolved group managers, all of those have the availability to help with the implementation. If you don't have that, then the implementation might not be as good as it could be. 

I would rate this solution a 10 out of 10. It's wonderful. 

More than five thousand people, mostly support engineers, use Loom Systems in my company.

If somebody wanted to use Loom Systems, I'd say that it's a good tool with no issues.

I'm rating Loom Systems as seven out of ten because the priority levels aren't defined.

My company is a customer of Loom Systems.

We have a business relationship with Loom. We're a consultancy.

I'd advise other companies to make sure that they choose a very good consultancy partner to ensure that everything is implemented in the correct way.

Overall, I'd rate the solution nine out of ten.

We are currently using the latest version of this solution.

I'd advise other organizations considering implementing the solution to look properly at their integration. Make sure that the integration levels are respectable and looked at thoroughly.

I'd rate the solution six out of ten.