I've been using spiceworks for almost 10 years, and it has proven itself many times over. The helpdesk is a must have tool for any IT dept trying to keep their customers happy. The other built in monitoring tools are pretty decent as well for smaller departments.
- Tight email integration; full control of the helpdesk (for users and admins) just by using email if so desired
- Great searching capabilities for when you're trying to remember "how did i fix that before"
- Great reporting abilities
- Fully customize-able help desk portal for users
- Ability to create an in-house knowledge-base for user self-service
- Given that the software is Ad-Supported, the Ads are non-intrusive and often helpful (I have never said that for any other site, ever)
- The spiceworks community is an outstanding resource for those problems that have you stumped
It can scan ranges of IP addresses for its built in inventory tool, but the scanner tends to collect a lot of "garbage" or mis-identifies devices which requires a great deal of manual entry to clean up.
- Fosters better communication with end users
- Problem history and tracking
- Searchable history for those "odd-duck" issues
- Better overall IT productivity and user satisfaction