For IT Assets and SLAs we use a combination of Maximizer for Lotus NOTES/Domino and customization to that product. It’s a complete COT for help desk management (work tickets, escalation, etc.) and asset tracking (hardware, software, vendors, warranties, etc.). Although some firms may use it “out-of-the-box” we have done some customization to it as well as are currently adding the ITIL processes to it to allow for service catalogues, programming/development change requests and so forth. What it can’t do currently is complete asset lifecylce management from the budgetary perspective. I’ve do doubt that this will be the next major customization to the application.