The most valuable feature is definitely its scalability. It covers the life cycle end-to-end, from requirements to test execution and defect management. There are some features we haven't yet explored, such as project planning and libraries, but these also add to the end-to-end view of the life cycle.
Improvements to My Organization
It provides our team with a well-defined structure for the way each person should work, giving us a standardized process. For example, with defect management, we can find a particular issue and know exactly who's working on it and where exactly they are in the work flow. Previously, people tended to work on their own thing without coordinating with others.
Room for Improvement
We found some difficulty in working with it, as we're a large organization. Once we got to 10,000 users, the idea of an individual user lost its value and there wasn't the ability to create teams within ALM. We weren't able to assign particular work to a team, but there's no function for that. This is something that should be built into ALM.
We have no issues deploying ALM.
The stability is very good, especially when compared with some of the other products from large software vendors.
Scalability has been excellent, going from a user base of several hundred to around 10,000.
Customer Service and Technical Support
I've not personally used technical support, but other in my company have. Some of the queries are responded to very quickly.
I wasn't involved in the overall decision, just on which version to select.
We have a lot of internal processes which elongates the process, but as far as the actual installation and configuration is concerned, it was reasonably straightforward.
Other Solutions Considered
We considered other options.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Jan 17 2016