Micro Focus Service Manager Review

We use it to deploy infrastructure and automate our daily routine tasks. I would like to see more connection to DevOps.

What is most valuable?

I don't use it as a technical person, but just as a regular user. It helps to register things, to see the changing parts, and to correlate incidents. I'm talking about Operations Bridge with automation. We also achieve a lot, such as deploying infrastructure, automating our daily routine tasks, and things like that.

What needs improvement?

I would like to see more connection to DevOps, but not in terms of deploying the suites, deploying the tool itself. Rather, I'm talking about DevOps and self-service for our customers so they can, as users, do something in our tool without getting too many rights or using the wrong options.

There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications. Those applications are developing continuously with DevOps and that means that they release everything, every day. They need extra monitoring, extra automation, or some corrections.

Our service time-to-market is very long. We need to free them and let them do things by themselves in our tools.

For how long have I used the solution?

Previously, I was an HPE consultant, so I was not only using these tools, but also developing and integrating them. If I start from developing, it has been around 10 years.

What do I think about the stability of the solution?

Stability is getting better. I’ll put it this way.

What do I think about the scalability of the solution?

It's enterprise level, so it’s scalable. We do have some questions about deploying server automation globally, because we have integration with another part of our organization. It should be possible.

How are customer service and technical support?

When support is dedicated, it works well.

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

I know that that at our site, almost every two years we go to events like Gartners to ask for additional advice. Choosing a vendor actually comes down to the ability to integrate and scale and be enterprise level. There are a lot of small tools. They are good at some point features, but when it comes to the global picture, then you need to have quite a lot. For instance, to contain the rights. We are not there yet.

How was the initial setup?

Life cycle management is a drama. For almost every tool we have, it's a project for a couple of months to upgrade something to the next level. It's not next, next, finished. No way.

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