Micro Focus Service Manager Review

We chose this tool was because we could not be on SaaS due to security issues.


What is most valuable?

It is a rich content solution. We use automation services on HPE.

How has it helped my organization?

We can use it very quickly. It's a good and complete solution, along with a lot of functionality.

What needs improvement?

The support and functionality of the portal could be improved. There was an old portal and they stopped it in the last version. Though there is a new portal, it's not really clear. It's a problem.

What do I think about the stability of the solution?

Stability has been fine.

What do I think about the scalability of the solution?

We are a company of 3000 employees and we have been able to use it effectively in our company.

How is customer service and technical support?

We had to take premium support. The standard support is not enough. Premium support is good but you have to pay more.

How was the initial setup?

The integration is a little bit complex.

The user experience was great. The whole project was integration between the old version to a new version. It was better for the users and they agreed to upgrade to the new version.

Which other solutions did I evaluate?

We looked at ServiceNow and BMC. The reason we chose this tool was because we could not be on SaaS due to security issues. We were already using an HPE solution so it was easier for us to stay consistent.

Another reason was that ServiceNow is SaaS based and Service Manager is not.

We also looked at Service Anywhere but we could not go into a SaaS solution.
Maybe in the future, our next step would be to move to Service Anywhere within HPE.

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