| Enterprise Solutions & Services Head at Duroob Technology | 3.0 | While mature, stable, and scalable, I find this product lacks modern integration, has a poor UI, a segregated workflow, and its service management is in a bad state, compounded by poor support and CA's lack of investment. |
| Pre-Sales/System Architect at a tech services company with 5,001-10,000 employees | 4.0 | I've used this event-based solution for four years with easy in-house setup and no issues. Support is great, and I value automatic tasks, but I desire more customization flexibility. |
| Tools/Situation Administrator at A.H. Belo | 3.5 | I appreciate the interconnected tools, automation, stability, and improved support, which reduced help desk needs. However, I'd prefer a more modern interface, easier customization, and a more user-friendly Service Catalog for all users. |
| Technical Lead at a tech services company with 10,001+ employees | 4.0 | I appreciate its easy, flexible UI and strong automation, making our service desk efficient. Though stable and scalable, I found deployment and setup extremely difficult, requiring third-party help to implement. |
| ITSM Consultant at a tech services company with 1,001-5,000 employees | | As a vendor, I find this ITSM solution a complete and reasonably priced offering with easy setup and great third-level support. We experienced no deployment issues, but importing relational data is difficult. |
| Technical Architect / Dev Lead at a media company with 1,001-5,000 employees | 3.0 | I find the product beneficial, widely used, and currently stable and scalable, despite past issues. Customer service is great. My main suggestion is to improve two-factor authentication, which would make a big difference for us. |
| Service Desk Team Lead at a healthcare company with 1,001-5,000 employees | 3.5 | I highly value CSM's easy service catalogue creation, enabling customer self-service. Setup was straightforward, and community support excellent. However, IT analyst usability needs improvement, especially for saving filters and search functions, and setting better defaults. |
| Systems Support Analyst at a healthcare company with 1,001-5,000 employees | 4.0 | I appreciate the easy setup, scalability, and new self-service catalog, which has improved our workflows. Ticket management is good, and customer service is quick for critical issues. I'd like a mobile app for analysts and note some latency. |
