Micro Focus Service Anywhere [EOL] Reviews

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Real User
Assistant Director, Security and Service Desk 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 able to leverage all of the advantages. It's a little early to tell any more than that.

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 our tier one support team to resolve issues. Hopefully we'll get better reporting, improved... 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 have, or HP when they designed this, seemed to come up with this idea and they deviated a little... more»
Real User
Director, Enterprise-wide Application Services at BC Public Service
Aug 30 2016

What is most valuable?

Having one system that us and one of our major vendors which happens to be HPE are also able to do a ticket exchange on, so we've got smooth interaction of ticket information. We've got faster time for our agents to open tickets. They find the screens really easy to use, and they're pre-populated with information about our users which our old system didn't have... more»

What needs improvement?

I guess there's two camps. One is tweaks to what's already there for incident management. Incident is one of their most mature modules, but there are still some things that we'd be looking for. Some people granular, specific things around ability. One of them is ability to add more values. A list of values is quite limited right now. We would actually like to... more»
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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 value, we're talking about a month to do an implementation for the customer. In our terms, we... 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 requests. They can use their mobile phones to log requests and to see the status of their requests.... 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 to see more automated processes around that. I mean it's quite good, make no mistake, but I think... more»
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 good product with a good feature set.

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 what HP says itself, the product itself: the fact that it's easy to upgrade, easy to control, it... 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 usability. It doesn't have the flexibility that we seem to be needing for our customers in terms of... more»
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 recognizes, and then be able to integrate change in the full process.... 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 countries. When HPE upgrades the tool we get the new... 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 ourselves the survey like we had on the web application. Additional... more»
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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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