Difficulty in customization

Most of the methodologies that are adopted by teams for either development purposes or support are driven by a process, which is nothing but a life cycle with different stages. The most simple process can have just three stages, such as To do, In progress, and Done. When a new task is started it's usually waiting for someone to pick it up and when they have completed the task, they simple update the status of the task to Done.

Now, in most cases, the complexity of the process is defined by the type of activity (task or bug), what information needs to be captured (summary, description, and so one) while planning the work, the life cycle or the workflow of the task, and tracking the work using reports. Standards, such as Scrum/Kanban (Agile) or ITSM (Service Desk), provide a framework but the teams trying to adopt these industry standards still need a way to tweak the tool based on their requirements. Maybe they need to ensure that users or developers attach a file when they resolve a task or they want to send a notification to the developer when the task is assigned to them.

Any tool should allow such customization so the teams using it can fully benefit from it.