The application is fully web based, no more fat client like it's predecessor and it is interfaced with SQL Server which allows to easily create reports with SSRS.
When applying updates, the whole IIS folder gets replaced, that prevents us from adding coding to better suite our needs. This product is a one size fits all, this isn't always a good fit for us.
If you don't have special needs, it's a product to consider.
We are currently in the pre-migration phase, but all our changes, incidents, problems, projects and requests are managed with this product. The CMDB is also a strong asset, allowing to create relations between CIs.