Loom Systems Reviews

We've been using Loom Systems for all client requirements and whatever we get from ITSM, specifically implementation, deployment, migration, and automation. We also use the solution for root cause analysis and incident management.

What I like best about Loom Systems is that you can use it for infrastructure monitoring. I also like that it's a flexible solution.

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.

I've been using Loom Systems since last year.

I found Loom Systems to be a stable solution. There wasn't any issue with it in terms of stability.

My access to Loom Systems is limited. I just have basic access to it, but scalability-wise, I would rate it seven out of ten.

I never needed to contact technical support for Loom Systems.

For me, the initial setup of Loom Systems was easy. I'm unsure of how long it took to deploy because I wasn't involved in deploying the solution.

To my knowledge, Loom Systems isn't an open-source solution, but I don't have information on how much it costs.

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 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.

The fact that it's a development platform is in itself a valuable feature. You can develop your own apps quite simply within it, and they can be configured very simply. I've only done a basic administrator course on it but I can configure it fairly easily for service desk, second line, third line incidents and request changes. When you start getting into things like change problems, configuration management, it becomes more technical and that's more difficult but it's relatively simple to configure. 

On the ITOM side of things, there could be improvement. The discovery and mapping still takes a lot of human intervention, it's quite resource heavy, especially in the initial setup which can take six months of work, especially when you have a large estate that you're dealing with. Making things a little bit simpler, less resource heavy would be good. There's not a lot else really that I would improve, other than pricing perhaps. It's quite expensive in comparison to other tools but I guess that's to be expected with the market leader.

For additional features I'd like to see automation within the work flows. It could also include more integration with other tools. There's a fairly big list of plug ins and play ons, but I would like to see that expanded. I'd like to see more tools like SolarWinds and other tools that are plug and play, rather than having to do a custom integration.

I've been using the solution for seven years.

The out of the box platform is very stable. The only issues are when you start doing your own custom apps, sometimes you can have a little instability. But that's down to your own programming and coding. 

The product is scalable, the licensing models are quite good. I think there's a minimum of 33 what they call high tool or resolvers. You can expand that or reduce that quarterly which isn't bad at all. 

I've used numerous other solutions in the past. They include BMC Remedy, Cherewell, Axios Assyst, HP Service Manager Mind, Citrus Service Desk.

Some of these other service tools aren't quite as rigorous about the process implementation. Bringing Loom in ensures that the incident process, request process, change, all of these processes are improved. 

Initial setup is not that bad. There are other tools out there that are easier to set up but ServiceNow is probably middle of the road for initial setup. It's the ITOM side of it instead of ITSM, where you have assets discovery and service mapping that is hard to set up, but the actual tool, as far as ITSM goes, isn't too bad. Service partners are almost essential for this kind of thing.

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. 

We primarily use the solution for service management.

We implement the systems, so I tend to use it around what's known as the SDLC.

The features, overall, are good.

I'm not sure if there's a specific feature the solution is lacking.

The reporting is a bit weak. They should work to improve this aspect of the product.

It would be helpful if the solution offered 3D graphics.

I've been using the solution for three years.

The solution is extremely stable. We haven't experience bugs or glitches. There haven't been crashes that would make us worry about its reliability.

The solution is absolutely scalable. If an organization needs to expand it out they definitely can.

The number of clients we have on the solution may be in the thousands.

I've never personally been in touch with technical support. I can't speak to the level of service they provide.

I don't have any previous experience working with other help desk solutions. I've only ever worked with this solution.

The initial setup is quite complex. Normally, a company will need to have a unique desk specialist with ServiceNow skills.

It's best to have this solution installed by consultants or integrators, due to its complexity and the fact there are unique skills needed to implement it correctly.

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 primarily use the solution for ITSM.

The RFS portion of the solution is the product's most valuable feature.

The change management within the solution needs to be improved. There needs to be more process automation.

I've been using the solution for five years now.

The solution is stable. We haven't experienced any bugs or glitches in the product.

The solution is very scalable. A company wouldn't have any issues expanding it if they needed to.

We have a few thousand users on the solution.

We've never been in touch with technical support so I wouldn't be able to discuss what they are like to deal with.

We have previously used different solutions, however, it's been a few years, so I can't recall the actual names of the companies.

The initial setup is very straightforward to implement. We didn't run into any complexities.

We installed the solution with the assistance of consultants.

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.