true.

if only some big companies that create enterprise level software would consider this...

I have to deal with HP Service Desk at work, used to manage corporate-wide helpdesk and issue escalation. Darn thing is Java based and takes an age to load screens and carry out simple actions. Really does not help when the server it connects to is in the US. Costs about $7K per user license as well, so you would expect better from it!