Whether you are looking for a service desk based platform, or a project one, most systems on the market will do an OK job in their core strength. However, the difference between an OK job and a great job is their ability to be configured to exactly match the way you do business, down to the lowest level.
All too often, there is a chasm between the actual use of a PSA system and the sales process that leads to the decision to buy. This is because the problem these systems are trying to solve is broad and various. Not only is there a wide range of company types that make money by selling time/expertise, but even within any specific technical vertical, commercial models and operating practices vary considerably.
Proving the solution you are considering will match your preferred way of working is a challenge all buyers face. Many buyers have not considered their operational requirements to a sufficient level of detail to even understand the right questions to ask. All too frequently, solutions are implemented with weak adoption, manual workarounds and external data analysis being required to make them operate. Thus the intended benefits of process automation can be very hard to realise in practice.