Micro Focus Service Manager Review

It's compatible with all other HPE tools we need for our end-to-end business. It cannot operate in the cloud.


What is most valuable?

The most valuable feature is the whole compact thing. The ticketing tool has everything in it that we need.

There are some ups and downs. On the upside, we don't need to create any very complicated integrations because it's quite compatible with all the other HPE tools which we need for our end-to-end business. On the downside, it cannot really operate in the cloud; but other than that, everything is good.

How has it helped my organization?

It has improved our communication between teams. The distribution of issue solutions, for example, is integrated in one application. I know there are also the databases for the solutions, the known error databases and so on, which all improve the behavior of the company because everybody knows how to solve problems.

What needs improvement?

I’m not sure what I can suggest to improve. We also got such questions from our customers; and we provided them with our contact in HPE. Not all of those requests are possible to get into the product; so we sometimes end up customizing it. For the moment, I cannot think of anything specific that I would change; but I'm sure there are multiple things that could be upgraded.

What do I think about the stability of the solution?

It is stable now. We are quite special. In the past, integrations were kind of complicated. We had some ups and more downs. Now that we've switched to the Windows service, it is really reliable. The application's performance reached a completely different level; so it's quite fast. Users are happy about it.

The availability of the application is not comparable to what we had in the past. We had downtime maybe once or twice a month. At the moment, we do not experience anything like that.

What do I think about the scalability of the solution?

Over the last five years, we had a huge project which involved everybody in the company switching over from Peregrine Service Center to HPE Service Manager. That was quite a huge achievement. In the past, we were not very satisfied with it; but after we upgraded the system, everything was okay.

How are customer service and technical support?

The quality of the support depends on the type of support. We have multiple kinds of support. Either our customers contact our operations teams via service manager to provide support for the storage service, or we have a centralized and localized support directly for the application itself. I fall into the latter type of support.

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

In general, we are using multiple tools from HPE. Compliance and compatibility between those tools is better if you use the same vendor.

From my point of view, the most important criterion in picking a vendor is the quality of the support. We are in a position of the customer. We have the premium support for cases when something is not functioning and we cannot make it work.

How was the initial setup?

I wasn’t really involved with the initial setup. We started with the Service Manager 7.0, the version that was there 5-6 years ago. Then we had the huge upgrade to Service Manager 9.0. It was not that huge because at that time, it was only a small number of people working with it. That was the preparation for the rollout to the whole company.

The upgrade was kind of a complex process. Everything is complex. We are using our own customizations. We are not using the out-of-box stuff. Therefore, each upgrade involves something unexpected.

Which other solutions did I evaluate?

I was not in the company when the decision was made to choose HPE Service Manager. We have a management committee that makes those decisions.

What other advice do I have?

The best solution depends on your needs. You should consider different solutions and decide which best fits your needs. Ask yourself whether HPE Service Manager can provide you what it provides us.

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