Micro Focus Service Manager vs. ServiceNow

Micro Focus Service Manager is ranked 4th in IT Service Management (ITSM) with 20 reviews vs ServiceNow which is ranked 1st in IT Service Management (ITSM) with 17 reviews. The top reviewer of Micro Focus Service Manager writes "It's strong, there's no doubt about it. I wouldn't want to go replacing it with any of the other tools. ". The top reviewer of ServiceNow writes "We've been looking at a means to provide a service catalog experience to the business as a whole". Micro Focus Service Manager is most compared with ServiceNow, BMC Helix Remedy and JIRA Service Desk. ServiceNow is most compared with BMC Helix Remedy, Micro Focus Service Manager and Zendesk. See our Micro Focus Service Manager vs. ServiceNow report.
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Quotes From Members Comparing Micro Focus Service Manager vs. ServiceNow

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros
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.

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It provides internal clients with greater transparency about their projects and deliverables.The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version.It uses a common base of data and allows different types of records to pull from that same base of data.We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other.If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10.The most recent addition of SAM Premium is a game changer for many organizations.The look and feel is a valuable benefit for adoption.​The workflow capability for easy setup is powerful.

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Cons
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.

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The setup was time-consuming and required a lot of internal resources.Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited.The scalability needs improvement.The ability to embed help information onto the screens.We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition.The Express edition does not allow the option for scripting.I would like to see Advanced Intelligent Automation.Local solutions have lower costs.

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Pricing and Cost Advice
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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.

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Top Comparisons
See more Micro Focus Service Manager competitors »
Compared 16% of the time.
Compared 6% of the time.
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Also Known As
HPE ITSM, HPE Service Manager
Website/Video
Micro Focus
ServiceNow
Null Vendor
Overview

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)

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Sample Customers
resultspositive, GlobiconAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow
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Top Industries
REVIEWERS
Financial Services Firm
33%
Aerospace/Defense Firm
13%
Healthcare Company
8%
Government
8%
VISITORS READING REVIEWS
Financial Services Firm
31%
Comms Service Provider
9%
Energy/Utilities Company
6%
Retailer
5%
REVIEWERS
Healthcare Company
15%
Financial Services Firm
14%
Insurance Company
12%
University
10%
VISITORS READING REVIEWS
Financial Services Firm
18%
Energy/Utilities Company
7%
University
7%
Manufacturing Company
6%
No Data Available
Company Size
REVIEWERS
Small Business
8%
Midsize Enterprise
8%
Large Enterprise
84%
VISITORS READING REVIEWS
Small Business
20%
Midsize Enterprise
12%
Large Enterprise
68%
REVIEWERS
Small Business
14%
Midsize Enterprise
11%
Large Enterprise
75%
VISITORS READING REVIEWS
Small Business
16%
Midsize Enterprise
20%
Large Enterprise
64%
No Data Available
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We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.

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