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 pieces of information. We want to automatically have a reminder go out X number of days before the refresh. We want an email that can contain these pieces of information and allow the user to click yes or no to these options. Can you make that happen?" And I can. The tool doesn't do that natively but all of those things that they needed it to do it was really easy to set up for them to do all of those things. Making the PC refresh process work a lot simpler without having to come up with, "Okay, how do we build a solution for that." We just build it into something we're already using.

The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits. I think that goes in general for service management, but for this tool in particular, I think those are the benefits that customers would be looking into.

The integrated nature of the solution, from a service desk perspective, because we had so many other HP products, was easy to deploy. It was best that all our products could talk to each other without more strenuous challenges.

It's the point of control for managing issues and offers control in the implementation of the changes. It's had a positive impact in general in our organization.

This is our “go-to” application for all ITIL processes globally. All service desks and backline teams utilize this tool from a work intake and incident management perspective. Due to its flexibility, it allowed us to come together globally on our IT business processes.

Let's take request fulfillment. You are assuming the use of an iPhone or a notebook in the past. People sent around a lot of emails to somehow organize. The notebook gets ordered, delivered, installed, and so on. This is now completely organized and standardized in one workflow. And people work on one ticket. There's full transparency and there's no confusion anymore. Time to market is much faster and the email traffic is less. So, it's much better than before.

For me, it's a lot to follow. Previously, it was a lot to simplify the IT system. Before implementing HP service management, we had more than 10 different tools. One of the benefits was to simplify our architecture and significantly reduce the cost.

As a whole, it helps us to improve and automate workflows to make sure they provide the minimum guaranteed level of service, quality of service, and so on.

We use it for the change management tool. All of our ticketing for the help desk, things like that, are put through the tool. You can call up the record on the issues that you have and report on it in Service Manager. They send the tickets to the appropriate departments who can resolve the issues.

Improved rigor around Change Management workflows has led to increased operational stability. In turn, this means fewer High Severity Incidents, which is another Key Performance Indicator for us.

Some years ago we were three departments and now we're just one department for the whole region. And we have different systems, so we can't communicate. With one system you have to write emails and stuff. When I make a request it's immediately reaches our technicians, so it's great.

If our company has availability issues or we need faster project timelines, or whatever our business need is at the time, this solution is able to allow us to shift our needs properly.

We benefit as we can keep control of everything in the technical infrastructure that we are delivering to the business side of the organization.

It manages the end user experience for handling tickets. It helps in managing the events that are found for system environments and the end user experience for utilizing the environment systems.

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 components being connected under the same umbrella.

We mostly use it as a platform for our service desk to streamline and optimize. We've done a lot of wraparounds the core product: adding chat and adding other features that aren't in the core product. The base core product does what we need it to do.

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.

We implemened HPE Service Manager for InterTelecom. It improves their company operation by allowing them to open incidents and new requests providing their customers with better, quicker service. They can implement SLAs and other modules that allow them to look over their problems and categorize them. This way they can filter them much easier.

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 to make sure you carry it on, even though there are certain things they still need to improve upon.

The organisation can use special approval routes for different items now; previously, we could only have one approval route.

There's a lot of accountability now. You can hold somebody accountable for incident resolution. You are able to see when a ticket was created and when a ticket was escalated for resolution. At the end of a period (week or month), you're able to see how the environment is performing in terms of how many incidents have been created, how they've been closed, and how the teams are performing. You get meaningful reports on how teams are doing.

It allows us to perform better tracking, especially manpower, and then tracking incidents and things back to particular configuration items.

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 the behavior of the company because everybody knows how to solve problems.

It's easier to roll it out within the company and to sustain the processes.

It's been in place for many years, and it's given us a platform that we can rely on for audit and for change. We know it's always going to be there.

• It detects abnormal network traffic -- even from a PC network interface card
• It provides us with many types of logs with hundreds of thousands of log entries

We have inherited a customer base with Micro Focus Service Manager. It gives us better understanding and control of service management.

It's seamlessly integrated across our business. It's multi-user, but we can tailor it to each individual user as well as make sure that each user group gets exactly what they need. In this way, it brings our business units together.

We can use it very quickly. It's a good and complete solution, along with a lot of functionality.

We've been able to come from a base of 27% to maintaining an average of about 92% every month. We improved our service levels and have been able to maintain them for the last four and a half years.

It's web-based so we don't need to buy the spoke. Just log into it and away you go.

• Stricter process implementation
• Better performance

Teams can collaborate with each other in a more dynamic and responsive way.

It helped us conform with ITIL service management requirements.