Micro Focus Service Manager Review

We can keep control of everything in the technical infrastructure that we are delivering to the business side.


What is most valuable?

A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure.

How has it helped my organization?

We benefit as we can keep control of everything in the technical infrastructure that we are delivering to the business side of the organization.

What needs improvement?

It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases. We use it person to person by phone. It's not so user friendly. If there was more ease of use, then people would use it more regularly.

What do I think about the stability of the solution?

We have recently built up a new data center. We are seeing a lot of actual technology and we are trying to implement the universal discovery and everything around the NCMDB in this new infrastructure that we have built. We had quite a lot of issues with stability and the quality of the product so far.

What do I think about the scalability of the solution?

We are around 12,000 end users. Scalability is quite good. It's scalable enough. We have no problem with the scalability so far.

How is customer service and technical support?

We have used the technical support and we have quite a lot of HPA people in place on site trying to help us solve different issues. It has been good after we have been in discussion a lot. Overall the technical support is good.

How was the initial setup?

I wasn't involved in the initial setup. I came in after they started the setup.

Which other solutions did I evaluate?

We are using ServiceNow for some facility management. It was easier to have a user-friendly interface from the beginning, but now when we use the service portal, it's catching up. It's close to the same usability as Service Now. As it stands, it's better than mediocre.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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