I use it for incident recording based on your inventory.
It helps us detect incidents quickly so we can improve our SLA performance and solve issues faster. This makes our customers happy.
We also use it for asset management. We get some information and data, but now we don't use the full asset management features. We mainly use it to record information about assets like computers and applications.
The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly.
We'd like to integrate our workflows with the incident management, so we use it to manage our work better.
We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard.
So, response speed and workflow improvements.
I have been using it for five years.
The stability is okay. There have been many incidents in the servers where the stability was low.
I would rate the stability an eight out of ten.
It is a scalable product. I would rate the scalability a five out of ten. It is in the middle.
The customer service and support are good.
Positive
The setting up process is not quite easy. It's quite difficult.
Sometimes, we need to contact support and discuss things with our tenant administrator. There’s some back and forth to get things added correctly.
I would rate the pricing an eight out of ten, with one being cheap and ten being expensive.
We spend a lot. It is expensive.
Overall, I would rate the solution an eight out of ten. It is a good product.
