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Depart from SCSM and create a ground-up Cireson ITSM tool
It seems to me that Microsoft isn't investing in SCSM and the number of customisations and workarounds required to fill the gaps is quite large. I'd like to see Cireson build the foundations of a new ITSM tool and not be limited by SCSM.
The big issue is Support, how far is a company willing to go to ensure customers remain satisfied, to offer more than false hope via empty promises and buzz words "Automation/Awww-Toowww-Maayyyy-Shhunn!"
There are many useful SCSM features, yet the sheer amount of effort to maintain it really takes it toll.