Overall, my experience with ITSM has been generally positive. The core processes are stable and work as expected, which makes day-to-day use straightforward. The only downside is that system management still happens in the mid-tier, which looks and works very differently from the front-end interface, so the admin side can feel a bit disconnected and harder to navigate.

Transition from bare metal to containerization has been rocky. The technical support team often disappoints. The releases for on prem don't seem to be tested and are wrought with issues. We have to keep and maintain a testing environment to run through a new install multiple times to trap for all potential issues that may compromise the integrity of our prod environment... which doubles infrastructure costs. I can understand the occasional bug or issue here and there but... for a product this expensive... I have higher quality expectations. All that being said I am seeing improvements with each new release and I'm hopeful for the future... and I do understand the support team is likely under a lot of pressure and understaffed/underappreciated. This is likely a leadership issue... nothing to do with the "front line" folks.