Micro Focus Service Manager Overview

Micro Focus Service Manager is the #18 ranked solution in our list of top IT Service Management (ITSM) tools. It is most often compared to ServiceNow: Micro Focus Service Manager vs ServiceNow

What is Micro Focus Service Manager?

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

Micro Focus Service Manager is also known as HPE ITSM, HPE Service Manager.

Micro Focus Service Manager Buyer's Guide

Download the Micro Focus Service Manager Buyer's Guide including reviews and more. Updated: July 2021

Micro Focus Service Manager Customers

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Micro Focus Service Manager Video

Pricing Advice

What users are saying about Micro Focus Service Manager pricing:
  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

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Francois Blanc
Consultant at a computer software company with 10,001+ employees
Top 20
A better GUI in place but still not user friendly and quite complex to implement

What is our primary use case?

We primarily use the solution for incident management, program management, as well as for change, release and configuration management.

Pros and Cons

  • "The design has been revamped in terms of GUI. The current interface is quite easy to read."
  • "The solution does not interface well with other products and is difficult to implement."

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 lose an entire year, so it's best to hire an expert to provide guidance and advice about what is feasible. I'd rate the solution six out of ten. It's an improved rating since the last version. However…
Islam Bayraktar
PPM Services Director at a tech services company with 51-200 employees
Real User
Top 5Leaderboard
Incident management with good support but the configuration and reporting could be simplified

What is our primary use case?

We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.

Pros and Cons

  • "It can adapt to any process in the organization."
  • "With the new version moving toward the codeless configuration is good, but it's losing flexibility."

What other advice do I have?

I would recommend this solution. It's a classic with an operating system that can easily adapt and be implemented. 70 to 80% of the time with different cases the customer's requirements can be met. The customer can start to implement the incident management with just one post. if you feel that you want to add more, you can add the change management, it can be implemented step by step. There is always a place for improvement. I would rate this solution a seven out of ten.
Learn what your peers think about Micro Focus Service Manager. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
521,189 professionals have used our research since 2012.
David Babcock
Principal at a tech services company with 51-200 employees
Real User
Top 5
Allows us to track and identify trends, but is not user-friendly for knowledge management

What is our primary use case?

We predominantly use it for incident management, change management, and knowledge management.

Pros and Cons

  • "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."
  • "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."

What other advice do I have?

I would rate Micro Focus Service Manager a five out of ten because it does what it needs to do. It is not bad from that perspective, but it clearly has room for improvement.
Enterprise Service Management Head at a tech services company with 51-200 employees
Real User
Flexible and easy to customize but their technical support is lacking

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…