Micro Focus Service Manager Review

All service desks and backline teams utilize it for work intake and incident management, but we couldn't deploy it across multiple data centers.

What is most valuable?

  • Flexibility
  • Scalability

How has it helped my organization?

This is our “go-to” application for all ITIL processes globally. All service desks and backline teams utilize this tool from a work intake and incident management perspective. Due to its flexibility, it allowed us to come together globally on our IT business processes.

What needs improvement?

The tool is constantly improving and has been able to meet our business needs for the most part.

For how long have I used the solution?

I've been using it for nine years.

What was my experience with deployment of the solution?

Recently, we wanted to deploy the application across multiple data centers, but with the multi-cast restriction, we weren’t able to do it. They are working on a TCP based communication which should remove this restriction.

What do I think about the stability of the solution?

Stability was a major issue in older versions of the product. As the product has matured, the stability has improved. It is a Java-based tool that utilizes Jgroups for communication across the servlets. Proper tuning is needed to stabilize the Java servlets and avoid 'Out of Memory' errors.

What do I think about the scalability of the solution?

Scalability has not been a big issue. The only complexity comes from the amount of Web clients needed to support a large implementation. Maintaining them, doing certificates for SSL if necessary and troubleshooting them at an individual level can get complicated.

How are customer service and technical support?

Customer Service:

Customer service is good in the fact that they are friendly and want to help, and they do follow up on issues.

Technical Support:

Their front line support is poor. They do not have real experience so most issues will take a week or more to address and normally requires their second or third level support, or even their R&D Team. Premier Support is highly recommended if you can afford it.

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

No previous solution was used.

How was the initial setup?

It was complex due to the company still defining the processes as they were implementing the tool.

What about the implementation team?

In-house implementation was done.

What other advice do I have?

Have a firm grasp on your business processes and how you’d like to see them implemented.

Which version of this solution are you currently using?

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