VMware Service Manager Review

We've found the Service Desk and Workflow modules to be the most valuable features, but customer-specific tools customization needs improvement.


Valuable Features:

The Service Desk module and the Workflow module, which is extremely powerful.

Room for Improvement:

  • Graphical User Interface looks a little bit old-school
  • Way of customizing the tool according to the customers needs

Use of Solution:

I have four years of practical experience in implementing the tool and providing training to several customers.

Deployment Issues:

No, if you follow the prerequisites correctly.

Stability Issues:

No issues encountered.

Initial Setup:

No, if you follow the prerequisites correctly.

Cost and Licensing Advice:

The product is not developed anymore in this current version because VMware stopped the development of it. Support is still provide by VMware until 2017. A British company called Alemba will take over the development and support, but the look and feel will be completely different.

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