What do you like best?
Enterprise Alert makes it really easy to manage on-call teams and alerts. We purchased this product because SCOM didn't provide the functionality we needed. Now, on-call management for teams is simple and straightforward, and more importantly, automatic (no need for users to go in and change who's on-call or forward the team on-call number to someone else). Once other teams found out about Enterprise Alert, they wanted to use it too!
I agree with Keith R., vendor support is excellent. They also listen to feature requests and try to understand your needs to make the product top notch. Many of the features I've requested have been included in releases and the product continues to get better every year (it's very solid now though).
What do you dislike?
We've been using this product for several years now. Most, if not all, of my "big" complaints have been resolved as new features. Some things that would be nice to see would be a little more control over permissions and features in the mobile app that actually allowed you to manage your on-call schedule. One other nice to have would be a way to backup/restore the on-call schedule for a team (or an "undo" button), because sometimes users accidentally change on-call schedules and don't know/remember how to fix them.
Recommendations to others considering the product
We looked at several different solutions to better manage alerts with SCOM and this one was by far the best when it came to out-of-the-box support for SCOM and customization of alerts. I highly recommend Enterprise Alert.
What business problems are you solving with the product? What benefits have you realized?
We solved a manual, error prone on-call scheduling issue and also now have much finer control over the alerts that are generated from SCOM. We can now also track alerts and who acknowledged them and how long it took for them to respond (or not respond). SCOM can't even come close in it's ability to provide fine grained alert tuning, it's so much easier to manage in Enterprise Alert. Users of Enterprise Alert are much happier about on-call management (you really don't have to do much once it's configured), and we have much faster acknowledgement times due to having multiple channels to be able to acknowledge alerts (i.e. SMS, Voice, Email, Mobile App, etc.).