We use Loom as a service desk solution for incident request changes, problem management and the like. It's not just service desk, it's an IT service management platform, primarily but it can also be used for asset management, or just as a static database. But it can also be integrated with a lot of other tools as well. It's usually used as an ITSM tool, but I know people have also used the security module. One of my customers also uses the HR module. I've implemented the solution numerous times.
In my last installation there were 1,200 resolvers and 600 approvers on top of that. The solution is used mainly in medium to large enterprises. For small enterprise, I think it would be too expensive.
I'm a consultant and don't receive any financial benefit from recommending Loom and I also implement other service tools. It depends on what the client wants and the budget. If they have the budget, then my personal preference is ServiceNow's Loom. But I always have to put forward a minimum of five suggestions depending on functionality and cost.
What's lacking in Loom Systems is the level of priority for each incident. For example, after implementation and there was a huge impact on the client, and the client comes back to you and says that there's an incident, that there needs to be an immediate resolution for it, you'll see severity one, severity two, etc., in Loom Systems, rather than priority levels. It would be better if the incidents can be defined as low priority, medium priority, or high priority.
