Micro Focus Service Anywhere [EOL] Review

The big data engine, employee self-service portal, and the integrations are valuable features for us.


Valuable Features

The big data engine, employee self-service portal, and the integrations.

Improvements to My Organization

We are transitioning to a full Employee Self Service portal with customer facing solutions. We don't have a portal right now so it will drastically change the way we portray our window into IT.

The self-service portal gives us visibility into IT that we didn't have before. We'll be able to use service offerings and support offerings that were not available previously. It should be an improved customer experience more than anything.

Room for Improvement

There's a program called Dev to Production that's lacking a lot of functionality. Also, migrating a development environment into a production environment. So far, that's probably the biggest concern we've had with it.

Stability Issues

So far, we've only done a proof of concept, and we're just now going live. It's been completely stable. We haven't had any issues with it whatsoever.

Scalability Issues

It seems scalable, but I don't have much experience with it in that manner yet.

Customer Service and Technical Support

They're terrible as there was just a lack of response. We had to go through other avenues to get responses from the first level support. We've had lots of conversations here about that. We see some avenues that we're going to take to fix it.

Previous Solutions

We were using Service Manager and migrating from the on-premise Service Manager 9.3.1 to Service Anywhere. The primary reason we looked at Service Anywhere was the cost of upgrading. 9.3.1 was astounding. It was actually less expensive to switch to a new platform. That was our primary reason. With Service Anywhere, there's a million reasons. That one just happens to be the biggest one that started us down that path.

Initial Setup

So far, the initial setup time for the initial configuration to get it up and running and usable was surprisingly fast. We were able to do in about three days what previously took us over a month to do. It was phenomenal.

Other Solutions Considered

We also looked at ServiceNow. That was more of a glance. We're pretty committed to the HPE product lines. We have a full suite of HPE products, so there's no point in changing direction at this point for us.

Other Advice

I would just tell them to buy it. If you compare it to the other products on the market, it's well-suited for its market audience. The employee self-service portal, the window into IT is dynamic, well thought, and the graphics are fantastic.

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