IT Tools are as good as the people-process using them. Pay attention to the people and their processes more than the tool. After all, the people define the processes, and tools are there to serve, not the other way round.
Handle IT customers and PMs with kids gloves. The opinions disguised or construed as the requirements may act as initial cracks in the foundation of the product for which the development has not even begun yet. Ask why? why not? what if?