The solution offers high stability. Stability-wise, I rate the solution a ten out of ten.

We did receive an ROI using the solution. It is a requirement for any organization for handling incidents, without it, it is not possible to do it in an automated or systematic way.

If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.

That's more of a question for leadership, but I think that it needs to be compared against custom platforms and evaluated from a total-cost of ownership perspective. There's hard evidence that, while licensing sounds expensive, having the development staff focus on core business process automation rather than low-level platform development/maintenance is a worthwhile trade-off and is a bigger benefit to the business (assuming you treat the AR System platform as such).

As I wasn't involved at the beginning of this project I cannot give any information on the ROI. However, it is clear that ROI improves as and when the relationships between the different modules of ITSM are integrated. Related to this is the integration with other applications within the organisation such as ADDM/Discovery to enhance the CMDB. Once this information is available to, for example, the Incident, Change and Problem modules then the true value of ITSM to the organisation can be realised.

I cannot comment as I was not monitoring the ROI. 

BMC ARS was implemented back in mid 1990's . I was not at this client site when the implementation was done.

From a technical viewpoint, I can only say it should be fairly good as you get exactly what they promise you no less. With many other solutions including ServiceNow that have better marketing teams than BMC Remedy does, they set the delivery expectations where they cannot possibly get due to technical limitations with the tool. BMC Remedy representatives however set the bar exactly where it should be and the product is able to deliver what they promise it can.

Not sure at this moment, as we have not been asked to provide that to the business.

Very dificult to talk about ROI in financial terms. Taking into account that the main concern is to choose the best delivery for a service, we are very happy with this product, and the feeling is that it pays for it self.

I would estimate that it is quite low, or running at a loss.

From customer perspective, more customizable solutions should be available.

From a developer/support personnel perspective, logging should be more friendly.

I think that the ROI is perfect with the pricing/licensing concept.