Micro Focus Service Manager Review

We can customize the tools. It can learn to follow our process. We need integration with big data.

What is most valuable?

The product is completely integrated for our company, so it simplifies a lot. Also valuable is the ability to customize the tools, and learn to follow our process.

It is not so simple for the company. Basically, we are obliged to have an organization in order to do some development. We have a stronger requirement for our business to follow their process and the other very complex extra processes. For example, for change management, we have a very complex process, also due to all the regulators.

How has it helped my organization?

For me, it's a lot to follow. Previously, it was a lot to simplify the IT system. Before implementing HP service management, we had more than 10 different tools. One of the benefits was to simplify our architecture and significantly reduce the cost.

What needs improvement?

For me, we need integration with big data. I think it will be with the new version. We have to see it to be able to analyze more. In fact, we are able to look at data; but, in the end, we are currently not able to manage it. I think the new version will be much better when we have the view of big data.

It's not so easy to move to the next version. It's not quick to upgrade. It's a significant project for us.

What do I think about the stability of the solution?

It is becoming more and more stable. We are currently in version 9.43.

What do I think about the scalability of the solution?

It has met our scalability requirements.

How is customer service and technical support?

Technical support is absolutely very good.

How was the initial setup?

I wasn’t involved at the very beginning of the project, but I was there just after the whole effect. It's not a technical project. It's much more of an enterprise project.

Which other solutions did I evaluate?

We looked into some competitors, including ServiceNow. One branch of our company bought ServiceNow. We are in an internal competition.

We chose HPE because it's a large company. We are also a business with other lines of business. It was very helpful to know that it was not only useful for that one project.

What other advice do I have?

Keep it simple. Do not do a lot of customization. Keep the implementation of the tool simple.

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