Micro Focus Service Manager Reviews

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Real User
Sr. Application Development Specialist: Service Manager at a health, wellness and fitness company with 1,001-5,000 employees
Oct 13 2016

What is most valuable?

One of the of things I like best about HPE Service Manager is while it's a solution that does work out of the box with some configuration, its real strength is its ability to change for your organization's infrastructure. What I do with the... more»

How has it helped my organization?

When we're doing a refresh of workstations, as everybody needs a new PC every two years, the team that's managing that refresh process, just says, "We want a way to open this refresh ticket. We want it auto-populated with all these specific... more»

What needs improvement?

My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user. They went to what they call code-less, really it just means you code less. It's not really... more»
Real User
Configuration Manager
Jun 04 2017

What is most valuable?

Most of the time it's the value it can provide, as long as you've got it properly mapped out. So the most important factor is being able to gather all the data into one place and then you can distribute that information across to other areas,... more»

How has it helped my organization?

It's strong, there's no doubt about it. I wouldn't want to go replacing it with any of the other tools. There are enough other companies that have got similar tools. But once you've gone down the road of using the HP software, you would like... more»

What needs improvement?

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. For instance your workflow could be - that's the name of the server, that's the... more»
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Real User
Senior Manager - IT Roadmap (IT Operations and Service Management Program) at a tech company with 1,001-5,000 employees
Jan 08 2017

What is most valuable?

It's a complete service management suite; a complete management product used by the company worldwide for us. It's good. It's a full suite of processes under one tool, fully integrated with all the other HPE software products.

How has it helped my organization?

From an IT perspective, it improves the way my company functions because it supports all our ITIL processes, all the service management processes; best-in-class processes across the whole IT organization, which is good and important; and all... more»

What needs improvement?

There are features that are missing and that can be improved in upcoming releases, and HPE is well aware of those. They're working on those. For example, they need to build a new portal for the end users to access, which is a kind of... more»
Real User
Incident and Problem Manager at a pharma/biotech company with 1,001-5,000 employees
Dec 14 2016

What is most valuable?

The most valuable feature of the solution is usability. We use the tool to keep track of our incidents, technical changes and problems. It enables us to address the root cause of incidents. Also, the service request management is also... more»

How has it helped my organization?

Before we had Service Manager, we had a number of products from other vendors. When we implemented Service Manager, it gave us a standardized, centralized tool which we were able to leverage globally.

What needs improvement?

The things that I'm waiting for are things like better email integration, mobile-type connectivity, and an improved portal for users. The end-user experience is very key for me. At the moment, that's an area that the product's perhaps a bit... more»
Consultant
ICT Engineer at T-Systems
Jan 10 2017

What is most valuable?

The most valuable feature is the whole compact thing. The ticketing tool has everything in it that we need. There are some ups and downs. On the upside, we don't need to create any very complicated integrations because it's quite compatible... more»

How has it helped my organization?

It has improved our communication between teams. The distribution of issue solutions, for example, is integrated in one application. I know there are also the databases for the solutions, the known error databases and so on, which all improve... more»

What needs improvement?

I’m not sure what I can suggest to improve. We also got such questions from our customers; and we provided them with our contact in HPE. Not all of those requests are possible to get into the product; so we sometimes end up customizing it.... more»
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What is Micro Focus Service Manager?

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

Also known as
HPE ITSM, HPE Service Manager
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