What is most valuable?
The most valuable features are the ability to track tickets, analyze incidents, and get dashboards on how the environment is performing in terms of incident management. For example, when there's network downtime, you're can track how long it takes to resolve incidents. So you can see how long it took from the time the ticket was created to escalate it if necessary, and how long it took to close it.
How has it helped my organization?
There's a lot of accountability now. You can hold somebody accountable for incident resolution. You are able to see when a ticket was created and when a ticket was escalated for resolution. At the end of a period (week or month), you're able to see how the environment is performing in terms of how many incidents have been created, how they've been closed, and how the teams are performing. You get meaningful reports on how teams are doing.
What needs improvement?
In the release that we currently have, the biggest challenge was reporting. It didn't have the reports that we needed out of the box. In fact, it didn’t have reports at all out of the box. It was a nightmare.
You need to use Crystal Reports to customize your reporting. In the next release, I want Service Manager to have its own reports. Straight out of the box, click a button and you get the report you want. I'm sure that with all the implementations that have been done, there must be some common reports which have been used.
For how long have I used the solution?
We implemented it in 2014. So far, it's been good.
What do I think about the stability of the solution?
The product is quite stable. It is quite good.
What do I think about the scalability of the solution?
The scalability is quite good because we've been able to integrate other products like the Business Service Management into it. From a monitoring perspective, we are now able to create tickets as incidents happen, and correlate the ticket with other incidents. So, it's quite stable and scalable. You can do a lot of stuff with it.
How is customer service and technical support?
We have used technical support through the HPE partner, the guys we use to implement the solution; and, in some cases, through HPE itself.
Which solutions did we use previously?
Previously, we were using Siebel HelpDesk. It was not suitable for our purposes. We needed something that was ITIL based; so HPE Service Manager fit what we wanted. It is easy to use, cost effective, and ITIL based.
How was the initial setup?
The installation was straightforward. Having previously used a service management tool, I’d say that usage was not so bad. Adoption is where the challenge was. Users were used to calling in with incidents, but now they need to raise tickets. That was a challenge, but it's been sorted out.
What other advice do I have?
It's a good product.
I would advise colleagues to get the latest release because I’ve been told the reporting has been sorted out in this new release. I am interested in upgrading to get that. If what I'm told is true, then that's a good product.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Jan 10 2017