The feature we use the most is the help desk portal. Mostly this is a cost effective way to have a ticketing system for us. The inventory pulls are not entirely accurate all the time depending on what time it was pulled, so we use Dell Kace for that.
Improvements to My Organization
Our CIO can run reports on our human utilization on the help desk and what types of calls come in. Very good for reporting.
Room for Improvement
I would not recommend running Spiceworks on a desktop machine for long, I have had to reboot the services more often than I would like. The inventory information could be more frequently updated. The modules available to incorporate tasks to an asset would could also stand to grow, they could also make it easier to incorporate them into the interface; examples (Dameware, Wake on Lan needs work, etc).
Customer Service and Technical Support
Utilize the community heavily because that is where your support will come from.
Pricing, Setup Cost and Licensing
This is kind of an open source solution.
Spiceworks is very easy to install and configure generally. I would advise giving it space on a server to do its thing. Running the service as local system on the server is also better than giving it its own dedicated account.