Micro Focus Service Manager Review

Incident management with good support but the configuration and reporting could be simplified

What is our primary use case?

We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.

What is most valuable?

It's flexible in terms of configuration and making changes. It can adapt to any process in the organization. It can be customized.

It's a new version with a fresh interface and incident management. The SMAX is the most recent that I remember and behind that is the smart service, it's a smart search when entering the system, it automatically recognizes an incident, takes a screenshot and opens a ticket. It's nice progress made to the user interface and incident management.

The codeless configuration is more simplified. Most of the customer's requirements can be done without coding, it's simple and very quick.

It has nice charts.

What needs improvement?

The reporting is not very strong. it can be improved. Customers need to combine different data from different sources to the same report, but it's quite difficult to do. You have to do it with many different versions.

With the new version moving toward the codeless configuration is good, but it's losing flexibility. There should be a larger selection of configuration tools made available to allow some parts of coding to be codeless and others allowing you to make some coding for business rules and workflow. You need some coding ability and functionality. It is difficult to find a customer who doesn't want to make any kind of customizations. It comes with many limits making it very difficult especially with on-premises customers.

I like the support but they could improve.

In the next release, I would like to see improvements made to reporting and the dashboard. Also, I would like to see the configuration simplified without losing flexibility. The best model that I have seen was with PPM where you can provide some coding with flexibility allowing you to configure to the customer's requirements but having limitations at the same time, but they are meaningful limitations that are easy to negotiate with the customer explaining that it is to prevent it from being a completely customized tool that will be very difficult to maintain, upgrade and update the versions. I would like to see a balance between the two. Flexibility plus simplifying the configuration.

For how long have I used the solution?

I have been familiar with this solution since 2013. We work with this solution based on the customer's needs. It was periodically job and experiance until 2018.

What do I think about the stability of the solution?

There are always some amount of known issues in any tool, but I can conclude that the solution is stable, as long as all hardware and software recommendations and requirements are met. There were between one to two hundred employees in operating.

How are customer service and technical support?

I have contacted the technical support team. We had open tickets with them, especially with the last year.

The technical support is ok, we have dealt with them for many years.

I would rate them a seven out of ten.

How was the initial setup?

It's quite straightforward.

It only took one day to deploy for our testing purposes, but for customers, it can take anywhere from one to three days to ensure that all of the technical requirements are met. 

What about the implementation team?

We implemented it ourselves.

What other advice do I have?

I would recommend this solution. It's a classic with an operating system that can easily adapt and be implemented.

70 to 80% of the time with different cases the customer's requirements can be met.

The customer can start to implement the incident management with just one post. if you feel that you want to add more, you can add the change management, it can be implemented step by step.

There is always a place for improvement.

I would rate this solution a seven out of ten.

Which deployment model are you using for this solution?

**Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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