Micro Focus Service Manager Review

The base core product does what we need it to do. We spend a lot of time on platform support, the patching, the care and feeding of the whole entire platform.


Valuable Features

The general integrated service desk incident, the customization, the work flow and the knowledge management. We've got limited deployment in change and almost none in the service request fulfillment.

Improvements to My Organization

We mostly use it as a platform for our service desk to streamline and optimize. We've done a lot of wraparounds the core product: adding chat and adding other features that aren't in the core product. The base core product does what we need it to do.

Room for Improvement

In the next version I'd like to see end user surveys, and have it much more robustly meet our large enterprise needs. We'd like to retire our home grown solution.

We still find ourselves wrapping customizations around it more than we would like, and we still find the upgrade path more costly and time consuming than we would hope. We spend a lot of time on platform support, the patching, the care and feeding of the whole entire platform.

Stability Issues

It's been relatively stable. We don't have much in the way of downtime with it.

Scalability Issues

Scaling is always a challenge for us because we're so huge. Generally it does the job though.

Customer Service and Technical Support

We're heavy users all the time. It's not one of the tools that we've got the advanced option for the TAM and all of that. It's been a much more successful implementation than some of our other tools.

Implementation Team

It was long and complex, but it generally worked.

Other Solutions Considered

We did a large RFP bake-off between multiple vendors for large integrated suites doing processes, automation, and monitoring. We selected HPE due to the breadth of their tools, particularly in the monitoring and automation spaces. Service Manager was one of 49 products we purchased at the same time. It wasn't targeted explicitly for itself. It was more because of the breadth of tools from a single vendor.

Other Advice

It's a good solid product. We're not unhappy with it. We're not overjoyed with it, and we're big time looking at Service Anywhere and other SaaS solutions for that space as opposed to internally hosted. We brought it in in the late 2000s and it served us well. We're approaching 2017 and we're looking at what we can do much more cloud based.

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