Micro Focus Service Manager Review

Allows us to track and identify trends, but is not user-friendly for knowledge management

What is our primary use case?

We predominantly use it for incident management, change management, and knowledge management.

What is most valuable?

Incident management is the most valuable because we're using it to manage tickets for an accounting system.

With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013.

What needs improvement?

We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved.

Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system.

For how long have I used the solution?

I have been using Micro Focus Service Manager since 2013.

What do I think about the stability of the solution?

If you are talking about the performance from a software perspective, then we have had no issues with that.

What do I think about the scalability of the solution?

Scalability is probably fairly good if you are willing to pay for it. It can be very pricey.

We have a worldwide system, but only about 120 people are inputting, tracking, or managing through Micro Focus Service Manager. From an ITIL perspective, we have people from all three levels using it, that is, level one, level two, and level three. We have administrators who can go in and back out and create types, items, systems, and things like that. Everybody else is pretty much just a regular user. They don't have a whole lot of roles within Micro Focus Service Manager.

How are customer service and technical support?

When we started, the support was great because we were paying for it. Once we stopped paying for their subject matter experts, it was not stellar by any stretch. At the moment, I would probably rate them a four out of ten.

Which solution did I use previously and why did I switch?

We were using Remedy, and it wasn't robust enough in our opinion. We wanted an integrated system not only for incident management but also for change management and testing. Remedy didn't provide that at the time, and Micro Focus did.

How was the initial setup?

It was complex, but that was not all Micro Focus' fault. It was the fault of too many users trying to have their little niche specifically programmed into Micro Focus Service Manager.

What's my experience with pricing, setup cost, and licensing?

I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive.

What other advice do I have?

I would rate Micro Focus Service Manager a five out of ten because it does what it needs to do. It is not bad from that perspective, but it clearly has room for improvement.

Which deployment model are you using for this solution?

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