What do you like best?
The flexibility to configure the system, the price for what you get, how well it is based on ITIL, user interface is easy to use and very consistent between modules, integration of Crystal reports, they continue to enhance the system.
What do you dislike?
Built-in report writer is limited. The self-service portal is not very configurable (yet - they're changing this soon). There are some configurations which are not possible without their assistance for our hosted system (on-premise does not have this issue).
Recommendations to others considering the product
We implemented it while they were rolling out a significant upgrade and that caused some delays from their support. They are a rapidly growing company and recently I've seen some effort on their part to increase their support resources to keep up with their customer base.
They continue to add features to the system and they listen to our requests for future enhacnements.
1st tier support is okay; 2nd+ is excellent.
I have not found a system with this number of features for this low price. It is excellent for small to mid-size companies.
What business problems are you solving with the product? What benefits have you realized?
Incident management, asset inventory, project management, users portal, change management.
It has tremendously improved our communication internally and with other departments. It's helping us launch a project management methodology from our newly developed PMO. We have a better handle on our fleet of PC's (it pulls from SCCM and makes it easier to manage).