Micro Focus Service Manager Reviews

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Francois Blanc
Real User
Consultant at a software R&D company with 10,001+ employees
Jan 21 2020

What is most valuable?

It's quite a complicated solution. The design has been revamped in terms of GUI. The current interface is quite easy to read. However, it's very much dependant on how everything is set up. Many people manage to have it properly set up with a reduced number of steps to create or to change or to close any other ticket. However, one of my latest customers decided to implement some items in very… more»

What needs improvement?

On certain implementations, it can be very difficult to customize and then very difficult to maintain as well. This is because it is quite a complex solution. Users need to be very conscious of how they set up the solution in terms of how they propose and ultimately set up the end terminals to make it easy to use for end-users. The setup on past projects had been quite difficult for two reasons… more»

What other advice do I have?

I've been consulting with companies about using the solution and largely deal with the on-premises deployment model. I'd advise others to really take their time and think about the specifications before they embark on implementation. They must be sure that the positions are implemented or not via their ITSM processes that are already in their company. To implement some features, it's possible to… more»
Real User
Enterprise Service Management Head at a tech services company with 51-200 employees
Jan 12 2020

What do you think of Micro Focus Service Manager?

What is our primary use case?

We mainly use this as a service-desk solution for receiving calls, issues, and requests from the end-users.

What is most valuable?

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

What needs improvement?

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

For how long have I used the solution?

I have been using this solution for 10 years.

What do I think about the stability of the solution?

Its stability is quite good.

What do I think about the scalability of the solution?

Micro Focus Service Manager's scalability is quite good. We have more than 10 of our clients using this solution.

How are customer service and technical support?

In terms of their technical support, they are not great…
Find out what your peers are saying about Micro Focus, ServiceNow, BMC and others in IT Service Management (ITSM). Updated: January 2020.
391,932 professionals have used our research since 2012.
Subramanian Gopalaratnamn
User
User at a tech consulting company with 10,001+ employees
Oct 21 2018

What do you think of Micro Focus Service Manager?

What is our primary use case?

ITSM service processes The richness of supporting standards, such as ISO 20000.

How has it helped my organization?

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

What is most valuable?

Configuration options with very granular control parameters. Workflow support and ability to support events.

What needs improvement?

Pure cloud-based native functionality is lacking. It lacks templates to support out-of-the-box best practices.

For how long have I used the solution?

Less than one year.

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User Assessments By Topic About Micro Focus Service Manager

Find out what your peers are saying about Micro Focus, ServiceNow, BMC and others in IT Service Management (ITSM). Updated: January 2020.
391,932 professionals have used our research since 2012.

Micro Focus Service Manager Questions

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
Micro Focus Service Manager customers

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