It’s the worst of shite. It has inadequate models for depicting services, so you have do deform your own model of product and service delivery to fit their ill-conceived straitjacket, and its licensing model discourages open sharing of information within the organization. Also, it’s all clunky and half-assed, especially its integration points, and the whole monstrosity is based on the antiquated ITIL philosophy that support is a cost center and therefore all support services should be rationed, never mind response times, quality of service or value to the customer. That barely made sense in the time of on-premises data centers but makes little to no sense in a cloud-based environment.

And yes, it collects lots of metrics, but they’re all crap.