Most Helpful Review
The tool is SaaS and customization is minimized in the critical early design phase by its "out-of-the-box" approach
Find out what your peers are saying about Micro Focus Service Manager vs. ServiceNow and other solutions. Updated: March 2019.
325,421 professionals have used our research since 2012.
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
It gives us better understanding and control of service management.
It's pretty well-structured in modules.
It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature.
Service Manager gives us a single system where everything is centralized in one base.
A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure.
It helps to register things, to see the changing parts, and to correlate incidents.
Technical support is pretty good.
We can have all our requests and incidents registered in one system.
In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.
HR Case Management and Customer Service Management are two of the key areas which clients are using.
Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.
I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.
Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.
It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.
One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.
There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic.
Pure cloud-based native functionality is lacking.
It needs good integration with the configuration database, that's lacking at the moment, It's not that good.
It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well.
The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky.
It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases.
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.
I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless.
The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months.
For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.
HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.
Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.
The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...
When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.
Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.
There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.
For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow.
Pricing and Cost Advice
Information Not Available
Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.
Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.
ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.
ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.
It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.
We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.
It has a higher cost compared to local/regional solutions.
The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify.
out of 34 in IT Service Management (ITSM)
out of 34 in IT Service Management (ITSM)
Compared 58% of the time.
Compared 13% of the time.
Compared 7% of the time.
Compared 18% of the time.
Compared 6% of the time.
Compared 5% of the time.
Also Known As
|HPE ITSM, HPE Service Manager|
Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.
Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)
Learn more about Micro Focus Service Manager
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Financial Services Firm33%
Comms Service Provider8%
Financial Services Firm14%
Financial Services Firm18%