ServiceDesk

I would like to know what the general concensus is with regard to Symantec ServiceDesk from its customers. I have been absent from this forum for a while and have not been keeping up with the product. My last impression of it was that people were generally unhappy with it. My organization is at a point where we must select a new product to use for our ServiceDesk. Would you recommend renewing the product and remaining with Symantec ServiceDesk or would you go with another option?

A few things need to be considered.

What is the size of the organisation, how many tickets are you likely to raise?

Are you happy with it OOB, does it met your needs?

The fact it can be customised to your needs, if you have the WF knowledge is a big plus.

Are you upgrading/migrating or is a new server fine.