The best part about using this tool is it allows me to configure my products in real time from anywhere I am, as long as i'm connected with internet via any device including mobile phone or laptop. It's very easy for all users who are not familiarized with ITIL process flow management techniques to use this tools without facing difficulties while configuring items such as service request item, incident/problem tracking etc. There isn't anything much negative at least now which can be considered one of its drawbacks but yes there could have been some more features added like configuration templates so we do get things done faster than manual method. We are solving our problem by automating most of the work related to managing Service Request Items (SRIs) and Incident Management System (IMS). Our staffs no longer need to go through paper documents anymore since they just.