Micro Focus Service Manager Pros and Cons

Technical support is pretty good.

We can have all our requests and incidents registered in one system.

The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation.

It helps to register things, to see the changing parts, and to correlate incidents.

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'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.

It's pretty well-structured in modules.

Service Manager gives us a single system where everything is centralized in one base.

It gives us better understanding and control of service management.

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.

There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other.

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.

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.

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.

It needs good integration with the configuration database, that's lacking at the moment, It's not that good.

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.

Pure cloud-based native functionality is lacking.