Micro Focus Service Manager Review

The workflow engine standardizes the process steps. There is a lot of manual work in transporting code.


What is most valuable?

The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation.

How has it helped my organization?

Let's take request fulfillment. You are assuming the use of an iPhone or a notebook in the past. People sent around a lot of emails to somehow organize. The notebook gets ordered, delivered, installed, and so on. This is now completely organized and standardized in one workflow. And people work on one ticket. There's full transparency and there's no confusion anymore. Time to market is much faster and the email traffic is less. So, it's much better than before.

What needs improvement?

There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other. This consumes a lot of my resources that have to be available for that. So wish that it could transport much better. Which goes into the direction of DevOps and the other things that need support. Support is the real issue.

I have seen a lot of features on the road map, which will increase my rating. But my assumption would have been that, by now, we would at least half way on the road, from the features that we have been presented with until now. They should have made most of these improvements earlier. And we have permanent discussions where we compare with products like Service Now and HPE is not there.

We have just implemented Asset Manager and it seems, from an operational perspective, to be much easier. We need to use less resources in the administration, compared to Service Manager. Asset Manager looks like it's going to be a stronger product.

What do I think about the stability of the solution?

It runs stable. There's really no question around it. We have no issues with the stability of the system.

What do I think about the scalability of the solution?

So far, we haven't had any issues with scalability. We have about 35,000 users. There was one issue during the upgrade, but this was fixed. In general, it's a stable system.

How is customer service and technical support?

In general, we were not satisfied with technical support. We needed to escalate. We currently have escalation with the highest HPE management, because the support around the suite is not good, especially first level support. When you call the first level hotline, there is lot of lost time, because many questions get asked twice. And they ask simple questions. We are a big customer and at the first level they don’t even know which systems we have in use. That's really unsatisfying.

What other advice do I have?

When looking for a new product, check how the user interface looks. That was the mistake that we made. We underestimated the acceptance of the end user community of the interface. And we currently use the Service Request Catalog for HPE Service Manager, which is really bad. We had big acceptance issues with our user community on that product.

The other issue is how the administration of the tool works and how many resources you really need to administrate it, to keep it running, and to keep it alive. That's something that shouldn't be underestimated.

Check how much configuration customization you can do in the system without impacting the upgrade path and increasing the upgrade effort for the system.

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