Micro Focus Service Manager Pros and Cons

The design has been revamped in terms of GUI. The current interface is quite easy to read.

It can adapt to any process in the organization.

Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013.

Its flexibility and ease of customization are its most valuable features.

The solution does not interface well with other products and is difficult to implement.

With the new version moving toward the codeless configuration is good, but it's losing flexibility.

We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system.

Their end-user interface and technical support features could be improved.