The ability to create templates for change requests is very useful. The tool allows you to have a good idea of what changes will be needed to implement a new product or service. It is difficult to find ways to customize it for your own needs. I would like to see more options to customize the tool. Also, there are some features that we do not use but are included in the standard package. We did not realize that when we purchased the software. For instance, we do not need the Project Workflow feature. This is a great tool for creating CMDBs. We use this as part of our daily operations. It allows us to track all of our assets and changes made to those assets.