The most valuable feature that I can see in Service Anywhere is the link to the ETL process. The way that you can manage requests and incidents then link it to a problem it recognizes, and then be able to integrate change in the full process. Also the capitalization with the knowledge, which is really important for the process.
Improvements to My Organization
The benefits for the company is the ability to reuse the knowledge that you can capitalize on the entire process and be able to share the same process worldwide for all of our countries.
When HPE upgrades the tool we get the new functionalities automatically, and that's very interesting for us.
Room for Improvement
We are looking forward to the mobile application. However, this application won't be enough for us. We need additional features in the mobile application to be able to get ourselves the survey like we had on the web application. Additional capabilities in the instructions we have done on our offerings.
Well, it depends on the phases. We were an early adopter and at the beginning it was rather complicated. Now things are getting better. However, there are still some improvements needed, but things are getting better.
Customer Service and Technical Support
We are working very closely with the R&D team. We are talking about lots of features, about architecture, about response time and new functionalities. We usually ask them and raise issues or new wishes for the coming improvements and the future release.
The implementation itself was quite easy, and in the beginning there were only a few functionalities. The complexity came later when we had the big upgrades with new functionalities, and at such times we faced some issues.
Other Solutions Considered
In the beginning, we studied the different solutions that were available on the market. In fact, the strategy of the company was to use a SaaS solution. Also, we wanted to be very close to the standard solution because previously we had an on-premise solution, with which we made so many customizations that we could not upgrade anymore. It was a kind of big project due to the number of specifics that we made on the tool. Another reason was the detail solution, it was very close to the process we wanted. Finally, it was the pricing, as we felt it was much more valuable to go with this solution rather than another one.
HPE was one vendor like the others, but we had the opportunity as the solution was not very old, it was quite a young solution, so we could work very closely with the R&D team, and it was very important for us. We could have an impact on the roadmap and the new functionalities. HPE priorities were the same as ours, so that was quite good. They had some very good new solutions, such as big data, Vertica and so on, which were very interesting for us as well.
This is a good solution for us. It still has things to improve, but it's a good solution.
Disclosure: My company has a business relationship with this vendor other than being a customer: We're partners.
Oct 21 2016