Micro Focus Service Anywhere [EOL] Reviews

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AsstDirector497
Real User
Assistant Director, IT Operations at a financial services firm with 501-1,000 employees
Oct 10 2016

What is most valuable?

The self-service portal is good. The dashboards are good. It's an improvement over what we had before. We just rolled it out, so we haven't been... more»

How has it helped my organization?

We're just barely getting any reports out of it. We hope to be able to roll self-service out to the rest of our company, and reduce the time for... more»

What needs improvement?

Reporting is a challenge. We're working out how we can effectively report on what's going on. The other thing is that Service Anywhere seemed to... more»

Which other solutions did I evaluate??

We previously used LANDesk. We already had a relationship with HP for our data center, so it was an obvious potential choice. The other thing... more»

What other advice do I have??

Even if you're going to do a quick implementation like we did, make sure you have a good amount of time with the users and make sure they... more»
ChiefOpe8cd9
Real User
Chief Operations Officer at a tech services company with 51-200 employees
Dec 13 2016

What is most valuable?

It is very easy to implement and there is great customer experience. When I say "easy to implement", I mean it’s very quick. In terms of time to... more»

How has it helped my organization?

It is a central place where customers as well as employees can put requests into our support organization, service requests, and support... more»

What needs improvement?

I would like to see better release management. In other words, when you get to that point when you want to put it into production, I would like... more»

Which other solutions did I evaluate??

I was using a competitive solution, ServiceNow, but it was too expensive. The price was good for this solution and there was good structuring... more»

What other advice do I have??

If ITIL adoption is important, then this would be the product. It is cloud based, quick, cost-effective, and easy to implement.
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PrincipalEA290
Consultant
Principal, Enterprise Applications at a tech services company with 10,001+ employees
Oct 10 2016

What is most valuable?

The product has enterprise capabilities and it comes with out of the box capability. Within the target domain, I think Service Anywhere is a... more»

How has it helped my organization?

With our customers, the improvement to the organization is limited. I think the value proposition for a certain type of customer is strong. It's... more»

What needs improvement?

The proposition for Service Anywhere for our customers typically is limited because we service larger customers in the go-to market and in the... more»

What's my experience with pricing, setup cost, and licensing??

If you're willing to compromise, it's a good value for what you implement and it keeps you straight as well.

What other advice do I have??

I think the challenge with anything that's process driven, which is what the old Service Management domain is, you need to be willing to... more»
Bertrand Coubronne
Real User
Engineer at a Consumer Goods with 1,001-5,000 employees
Oct 21 2016

What is most valuable?

The most valuable feature that I can see in Service Anywhere is the link to the ETL process. The way that you can manage requests and incidents then link it to a problem it... more»

How has it helped my organization?

The benefits for the company is the ability to reuse the knowledge that you can capitalize on the entire process and be able to share the same process worldwide for all of our... more»

What needs improvement?

We are looking forward to the mobile application. However, this application won't be enough for us. We need additional features in the mobile application to be able to get... more»

What other advice do I have??

This is a good solution for us. It still has things to improve, but it's a good solution.
Ben Watt
Real User
End User Computing Manager at a consultancy with 501-1,000 employees
Nov 03 2016

What is most valuable?

The user experience is the most valuable element of Service Anywhere - it's modern and intuitive out of the box, and it looks and feels like the... more»

How has it helped my organization?

Our users have traditionally been slow to adopt new systems, and in the past have not raised requests in our previous ITSM systems. When we... more»

What needs improvement?

Nothing major, particularly now LDAP integration is available built in. The rapid release cycle has meant most of the features we've been... more»

What's my experience with pricing, setup cost, and licensing??

Look at the concurrent agent licensing, which has saved us a lot of money.

Which other solutions did I evaluate??

We previously had two systems from a merger, BMC Service Desk Express, and a custom SharePoint site. We switched because we needed to move to a... more»
Bertrand Coubronne
Real User
Engineer at a Consumer Goods with 1,001-5,000 employees
Dec 27 2016

What is most valuable?

The most valuable features are the support management for all requests and change incidents that we can refer to our customers, and the tracking of all action done on support... more»

How has it helped my organization?

It helps to capitalize everything in our company and also to leverage the activity between the teams.

What needs improvement?

We think asset management can be improved. We have 1 dedicated person in the company for this part; it's not me. He needs additional features in order to manage assets more... more»

What other advice do I have??

Today, we're looking for a solution that is not too complex. We already have a strategy to go into cloud so we're searching for a cloud solution that will allow us to deploy... more»
Stuart Nelmes
Real User
CTO at a financial services firm with 51-200 employees
Dec 28 2016

What is most valuable?

For me, it saves time. It is accurate, secure and reduces overhead cost. Since for me, time is important and this product saves me time, it is... more»

How has it helped my organization?

We weren't doing it beforehand, so it has brought a lot of new things to the table and works quite well. For us it goes back to time and cost... more»

What needs improvement?

Anything that can basically reduce the amount of time that the guys spend working on a specific problem or task. There is always room for... more»

Which other solutions did I evaluate??

I wasn't using any other solution. Someone brought it to me and had a good business case. I sat down, reviewed it and then agreed to do it.

What other advice do I have??

You should definitely put it in the mix and do the benchmarking against other products. Find out what you want from the app. Don’t go for it, if... more»
ITSM541
Real User
IT Service Manager at a transportation company with 1,001-5,000 employees
Nov 21 2016

What is most valuable?

Incident, Change and Asset management.

How has it helped my organization?

Our service desk operates more efficiently and now has access to data that was not available with our previous product.

What needs improvement?

Like any new(ish) product there is always room for improvement. Most of the changes I would like to see will be in the next version. One area... more»

Which other solutions did I evaluate??

We previously used a product which was supplied as part of outsourced service.

What other advice do I have??

You need to understand what you want to do before going near the product.
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What is Micro Focus Service Anywhere [EOL]?

Micro Focus Service Anywhere is a comprehensive, Big Data SaaS service desk based on industry best practices and built on a modern, scalable platform. Micro Focus Service Anywhere is easy-to-use with no installation, seamless upgrades, and rich out-of-the-box capabilities.

Using Big Data analytics, Micro Focus Service Anywhere proactively suggests knowledge during the natural course of service desk activities based on what is trending and most relevant. Big Data is embedded, analyzing all useful ITSM data across traditional structured records and previously unused, unstructured data. Combined with social collaboration and an attractive, modern interface, employees become more self-sufficient and tickets are reduced. Agents also become more efficient as tickets are automatically categorized and assigned to the appropriate agent, and when an agent reviews a service request, the system offers information that can resolve the issue and helps fill in required fields. Big Data also provides insights into trends to help process owners become more proactive, improving service quality.

Quick to deploy – your service desk can be up and running in just a few short weeks. Once deployed, it is then simple to administer and maintain going forward. Upgrades are effectively effortless. Its out-of-the-box capabilities reduce the need for customization and further decrease implementation times and associated costs.

For additional information read the Forrester Total Economic Impact Study on Micro Focus Service Anywhere.

To try a 30-day free trial of Micro Focus Service Anywhere, visit: hpe.com/software/servicedesk

Also known as
HPE Service Anywhere
Micro Focus Service Anywhere [EOL] customers

·         United Airlines
·         America First Credit Union
·         AerLingus
·         PointClick Care
·         Faro Europe GmbH
·         The Hutton Institute
·         Tunise Electronique

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