Richard, the years I work with Service Desk make me believe SDM can be made to suit almost any needs. If you are good on spel, you use spel to implement your business logic; if you are good in other scripting(perl, C/C++/C#, java etc),
you use that in remote reference/custom notification(action); if you are good in WS programing, you can write code taking advantage of the soap and Rest WS APIs; if you are good in java script, you can write custom java script for
your web interface. And many more. I once used VB to write a user interface to replace all the command line utilities. It will need some work but as an enterprise app it worth the effect. Regards _Chi