Micro Focus Service Manager Archived Reviews (More than two years old)

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Vendor
Head Of Servoce Operation Managememt
Nov 22 2017

What is most valuable?

It's pretty well-structured in modules.

How has it helped my organization?

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

What needs improvement?

It needs good integration with the configuration database, that's lacking at the moment, It's not that good. It's very important to integrate also with other tools. They've shown the four suites that they are going to have in the future, so… more»

Which solution did I use previously and why did I switch?

It was, I think, a CA solution. SoftDirect, I think; there were several. It was a company decision to switch but I wasn't at the company at the time.

Which other solutions did I evaluate?

I wasn't at the time, but I think they were further considering the SoftDirect that they had. They had HPE and also another provider. There were three in the running.
Real User
Systems admin at a financial services firm with 10,001+ employees
Jul 04 2017

What is most valuable?

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.

What needs improvement?

When I attended the conference, I just saw a presentation about the Containers part and am really looking forward to that, because installing a new version/upgrading is always a pain. I think that this could be a big improvement. 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. I think there… more»

What other advice do I have?

I'm in finance, so it's mostly the reliability part that is important while selecting a vendor. As a company, we are trying to be reliable to the outside world, so we need reliable suppliers that can support this ideology.
Find out what your peers are saying about Micro Focus, ServiceNow, BMC and others in IT Service Management (ITSM). Updated: June 2020.
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Consultant
Managing Director at Canberra Solutions Ltd
Jun 25 2017

What do you think of Micro Focus Service Manager?

What is most valuable?

We are an organization with 45,000 assets. Service Manager gives us a single system where everything is centralized in one base. We can log onto the equipment so we know when the equipment is, for example, freezing in the live environment.

How has it helped my organization?

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

What needs improvement?

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.

What was my experience with deployment of the solution?

It deploys without issue.

What do I think about the stability of the solution?

It's very stable, but that's part of its clunkiness.

What do I think about the scalability of the solution?

It…
Vendor
Head of Architect at a government with 10,001+ employees
Jun 14 2017

What is most valuable?

A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure.

How has it helped my organization?

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

What needs improvement?

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. We use it person to person by phone. It's not so user friendly. If there was more ease of use, then people would use it more regularly.

Which other solutions did I evaluate?

We are using ServiceNow for some facility management. It was easier to have a user-friendly interface from the beginning, but now when we use the service portal, it's catching up. It's close to the same usability as Service Now. As it stands, it's better than mediocre.
Vendor
Automation specialist at a financial services firm with 10,001+ employees
Jun 07 2017

What is most valuable?

I don't use it as a technical person, but just as a regular user. It helps to register things, to see the changing parts, and to correlate incidents. I'm talking about Operations Bridge with automation. We also achieve a lot, such as deploying infrastructure, automating our daily routine tasks, and things like that.

What needs improvement?

I would like to see more connection to DevOps, but not in terms of deploying the suites, deploying the tool itself. Rather, I'm talking about DevOps and self-service for our customers so they can, as users, do something in our tool without getting too many rights or using the wrong options. There should be some front desk provided or some options to let our users serve themselves, because we have… more»

Which solution did I use previously and why did I switch?

I know that that at our site, almost every two years we go to events like Gartners to ask for additional advice. Choosing a vendor actually comes down to the ability to integrate and scale and be enterprise level. There are a lot of small tools. They are good at some point features, but when it comes to the global picture, then you need to have quite a lot. For instance, to contain the rights. We… more»
Vendor
Configuration Manager
Jun 04 2017

What is most valuable?

Most of the time it's the value it can provide, as long as you've got it properly mapped out. So the most important factor is being able to gather all the data into one place and then you can distribute that information across to other… more»

How has it helped my organization?

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… more»

What needs improvement?

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. For instance your workflow could be - that's the name of the server, that's… more»

What other advice do I have?

You need to spend a lot of time getting it developed. Make sure you go over areas brought into it so you can then show the value of what it can do. Once you've then got it, then you can prove to the business that this is how important it… more»

Which other solutions did I evaluate?

There are a number of things to consider. One, you want to know that the reliability is. You need to know the software is going to do the job that you want it to do. You need to know that it's going to be fairly easy, painless to set up… more»
Vendor
Chief Architect at a government with 10,001+ employees
Jun 04 2017

What is most valuable?

We can have all our requests and incidents registered in one system. We have about 250 employees in the IT department and we have one system. We don't have to email each other and we are sitting in a geographically large company, in many departments and in many hospitals. So it's great that we just… more»

How has it helped my organization?

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.

What needs improvement?

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. Which version should we install? It's not the project, but it's the plan for the project. So we went to a recent conference to find out because we want to know which… more»

Which other solutions did I evaluate?

We looked at Service Now two years ago. We stayed with HPE over Service Now because we have a suite of HPE products. We think it's easier to make the integrations into one. We heard some other customers in Denmark have the back end as Service Manager and the front end as Service Now, as a portal to… more»
Vendor
Director at a pharma/biotech company with 10,001+ employees
Jun 04 2017

What is most valuable?

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

How has it helped my organization?

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… more»

What needs improvement?

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. This consumes a lot of my resources that have to be available for that. So wish that it could transport much better. Which goes into the direction of DevOps and the… more»

What other advice do I have?

When looking for a new product, check how the user interface looks. That was the mistake that we made. We underestimated the acceptance of the end user community of the interface. And we currently use the Service Request Catalog for HPE Service Manager, which is really bad. We had big acceptance… more»
Vendor
IT Business Systems Reporting Architect at a manufacturing company with 1,001-5,000 employees
Feb 23 2017

What is most valuable?

Approval routes for catalog items: We can now set up multiple, different approval routes and have a nice front end for the users.

How has it helped my organization?

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

What needs improvement?

There could be some slight fixes to managing the catalog, because you can customise the items so much you can't really change the items in dropdown lists easily. In the… more»

What's my experience with pricing, setup cost, and licensing?

Make sure you can get the best price available! Always look at all options for license types. I think concurrent worked out better.

Which solution did I use previously and why did I switch?

We used HP OpenView 4.5; we switched to Service Manager as OpenView was relatively old anyway. HPE Service Manager was the natural successor so we went with it.

What other advice do I have?

Service Manager is a very versatile system that can be tailored in many ways to suit many customers' requirements.

Which other solutions did I evaluate?

We didn't look at any other options as we wanted to continue with HPE and on-premise software, so we still had control.
Vendor
Architect at a financial services firm with 51-200 employees
Jan 24 2017

What do you think of Micro Focus Service Manager?

How has it helped my organization?

It helped us conform with ITIL service management requirements.

What needs improvement?

I would like to see continuous improvement in the HPE SM.

What do I think about the stability of the solution?

The stability could be better. There are a lot of changes between versions and in the updates.

What do I think about the scalability of the solution?

I think the scalability is good.

How is customer service and technical support?

It was great to work with technical support.

How was the initial setup?

HPE did the initial setup.

What other advice do I have?

HPE is a strategic partner for doing such work. I would advise colleagues who are considered this solution to take it.
Vendor
Lead Channels Database Administrator and Way4 System Administrator at a financial services firm with 501-1,000 employees
Jan 10 2017

What is most valuable?

The most valuable features are the ability to track tickets, analyze incidents, and get dashboards on how the environment is performing in terms of incident management. For example, when there's network downtime, you're can track how long… more»

How has it helped my organization?

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… more»

What needs improvement?

In the release that we currently have, the biggest challenge was reporting. It didn't have the reports that we needed out of the box. In fact, it didn’t have reports at all out of the box. It was a nightmare. You need to use Crystal Reports… more»

Which solution did I use previously and why did I switch?

Previously, we were using Siebel HelpDesk. It was not suitable for our purposes. We needed something that was ITIL based; so HPE Service Manager fit what we wanted. It is easy to use, cost effective, and ITIL based.

What other advice do I have?

It's a good product. I would advise colleagues to get the latest release because I’ve been told the reporting has been sorted out in this new release. I am interested in upgrading to get that. If what I'm told is true, then that's a good… more»
Consultant
ICT Engineer at T-Systems
Jan 10 2017

What is most valuable?

The most valuable feature is the whole compact thing. The ticketing tool has everything in it that we need. There are some ups and downs. On the upside, we don't need to create any very complicated… more»

How has it helped my organization?

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… more»

What needs improvement?

I’m not sure what I can suggest to improve. We also got such questions from our customers; and we provided them with our contact in HPE. Not all of those requests are possible to get into the product… more»

Which solution did I use previously and why did I switch?

In general, we are using multiple tools from HPE. Compliance and compatibility between those tools is better if you use the same vendor. From my point of view, the most important criterion in picking… more»

What other advice do I have?

The best solution depends on your needs. You should consider different solutions and decide which best fits your needs. Ask yourself whether HPE Service Manager can provide you what it provides us.

Which other solutions did I evaluate?

I was not in the company when the decision was made to choose HPE Service Manager. We have a management committee that makes those decisions.
Vendor
Senior Manager - IT Roadmap (IT Operations and Service Management Program) at a tech company with 10,001+ employees
Jan 08 2017

What is most valuable?

It's a complete service management suite; a complete management product used by the company worldwide for us. It's good. It's a full suite of processes under one tool, fully integrated with all the… more»

How has it helped my organization?

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… more»

What needs improvement?

There are features that are missing and that can be improved in upcoming releases, and HPE is well aware of those. They're working on those. For example, they need to build a new portal for the end… more»

Which solution did I use previously and why did I switch?

As I mentioned, we were using another HP product (at that time, it was not yet HPE). It was HP OpenView Service Desk. That was their previous service management suite. When HP acquired Peregrine, with… more»

What other advice do I have?

First of all, compare, for sure. We use an HPE product; we still look at other vendors and competitors. We have a long history with HP/HPE. Now, what I would also say is, wait, because in my shop, we… more»

Which other solutions did I evaluate?

There wasn’t really a shortlist of vendors because, again, HP came to us proactively, announced the fact that Service Desk will be phased out, and indicated that all our licences, all the features… more»
Vendor
Manager at a comms service provider with 1,001-5,000 employees
Dec 27 2016

What is most valuable?

It has features such as integration with Skype for Business, smart analytics, and smart ticketing. It integrates with our current proprietary system. It's provides end users with a single interface for multiple types of communication. This… more»

How has it helped my organization?

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.

What needs improvement?

It's not the best trouble ticket system. We would like to have Skype for Business integration fail-over with our cluster-based solution. There are other enhancements we are waiting for and we are in touch with HPE support regarding them. We… more»

Which solution did I use previously and why did I switch?

We started 13 years ago with the original HPE Service Desk. Now, it's not an original HPE solution; HPE took over Peregrine Systems. So that’s what we use, for better or worse. But, it's quite customizable. It's not like we just choose a… more»

Which other solutions did I evaluate?

HPE also has a cloud-based solution called Service Anywhere, but we are not sure how it works. Is the functionality the same and just the platform changed, or is the functionality different in the cloud-based solution? They are also looking… more»
Vendor
Head of ITSM application support team (JUMP! program) at a financial services firm with 1,001-5,000 employees
Dec 26 2016

What is most valuable?

The product is completely integrated for our company, so it simplifies a lot. Also valuable is the ability to customize the tools, and learn to follow our process. It is not so simple for the company. Basically, we are obliged to have an… more»

How has it helped my organization?

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… more»

What needs improvement?

For me, we need integration with big data. I think it will be with the new version. We have to see it to be able to analyze more. In fact, we are able to look at data; but, in the end, we are currently not able to manage it. I think the new… more»

What other advice do I have?

Keep it simple. Do not do a lot of customization. Keep the implementation of the tool simple.

Which other solutions did I evaluate?

We looked into some competitors, including ServiceNow. One branch of our company bought ServiceNow. We are in an internal competition. We chose HPE because it's a large company. We are also a business with other lines of business. It was… more»
Vendor
MOA Manager of the Production Information System at a financial services firm with 1,001-5,000 employees
Dec 24 2016

What is most valuable?

It is a rich content solution. We use automation services on HPE.

How has it helped my organization?

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

What needs improvement?

The support and functionality of the portal could be improved. There was an old portal and they stopped it in the last version. Though there is a new portal, it's not really clear. It's a problem.

Which other solutions did I evaluate?

We looked at ServiceNow and BMC. The reason we chose this tool was because we could not be on SaaS due to security issues. We were already using an HPE solution so it was easier for us to stay consistent. Another reason was that ServiceNow is SaaS based and Service Manager is not. We also looked at… more»
Vendor
Incident and Problem Manager at a pharma/biotech company with 1,001-5,000 employees
Dec 14 2016

What is most valuable?

The most valuable feature of the solution is usability. We use the tool to keep track of our incidents, technical changes and problems. It enables us to address the root cause of incidents. Also, the… more»

How has it helped my organization?

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.

What needs improvement?

The things that I'm waiting for are things like better email integration, mobile-type connectivity, and an improved portal for users. The end-user experience is very key for me. At the moment, that's… more»

Which solution did I use previously and why did I switch?

We were using lots of different solutions. We were using an old, heavily customized BMC Remedy workflow-based tool, which we were quite happy with at the time. But our company was acquired by our… more»

What other advice do I have?

My main advice is to work with the tool the way it is and don't customize it. I guess that’s one of things we picked up that's very key, to be honest. I guess just determine where your priorities are… more»

Which other solutions did I evaluate?

Before choosing HPE Service Manager, we were BMC Remedy customers. We were quite happy with that. Remedy would have been on our short list.
Consultant
IT Consultant at Innova
Dec 14 2016

What is most valuable?

I like that you can actually customize it for different customers without any kind of problems. You can write some simple scripts to handle some of the workaround solutions that are not… more»

How has it helped my organization?

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… more»

What needs improvement?

The user interface was not really good, but they improved it a little bit. Last year they released a new version and now it's much better. Speed could be improved also. It depends on your setup, share… more»

Which solution did I use previously and why did I switch?

InterTelecom was a consultation project. They were using Service Manager with three different incidents. We consolidated and put everything into one incident and implemented some new features.

What other advice do I have?

We suggest to our customers that they use a similar solution to Service Manager even if they use different products. But we do suggest they switch to HPE products. We think it’s worth switching over… more»

Which other solutions did I evaluate?

We do not use HPE Service Manager ourselves. We implement it for our customers and they use various other vendors, such as CA IT Service Management.
Consultant
Team Leader IT Service Management Presales Eng at a tech services company with 1,001-5,000 employees
Dec 14 2016

What is most valuable?

The most valuable features are using the Big Data analytics and most of its functionalities like Incident Management, Problem Management, Change Management and so on. The new feature of the separate dashboard is the most perfect function… more»

How has it helped my 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.

What needs improvement?

I need to see more enhancements in the Service Catalog module as it is a very beneficial module and it needs more enterprise development.

Which solution did I use previously and why did I switch?

Only our sales manager had used a different solution earlier. From our perspective, we always see other tools that compete with HP Service Manager; we never fail with price.

What other advice do I have?

I advise others to use the HP Service Manager because it's a powerful and capable enterprise solution. The reason for choosing this product is that it is an enterprise tool and HP is a big company that supports its product powerfully. I… more»
Vendor
Sr. Application Development Specialist: Service Manager at a health, wellness and fitness company with 10,001+ employees
Oct 13 2016

What is most valuable?

One of the of things I like best about HPE Service Manager is while it's a solution that does work out of the box with some configuration, its real strength is its ability to change for your organization's infrastructure. What I do with the… more»

How has it helped my organization?

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… more»

What needs improvement?

My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user. They went to what they call code-less, really it just means you code less. It's not… more»

Which solution did I use previously and why did I switch?

They had an old software suite called Vantive that was going out of support and starting to get too expensive. They needed to move to a more modern platform.

Which other solutions did I evaluate?

They had looked at a couple of other ones: BMC's Remedy, HPE Service Manager and then a third one. Remedy actually came in first in their reviews, they liked Remedy better but the license and support was more expensive. Service Manager's… more»
Vendor
Systems Engineer at a aerospace/defense firm with 1,001-5,000 employees
Aug 22 2016

What is most valuable?

It allows us to manage all of our incidents and requests in a single location where we have multiple applications previously.

How has it helped my organization?

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

What needs improvement?

It could have better user control of the user interface. You have to either sacrifice seeing what you can see or having to scroll a lot, one of the two.

What other advice do I have?

There's a lot of features we're not using currently, some of which we're thinking about using. There's just a lot to it, a lot more than we really need in most of our cases right now. Definitely check in with Packard App. There's a lot of good software applications that they provide. They've got a… more»
Vendor
Architect for IT Infrastructure Management Tools portfolio at a aerospace/defense firm with 1,001-5,000 employees
Jul 31 2016

What is most valuable?

The general integrated service desk incident, the customization, the work flow and the knowledge management. We've got limited deployment in change and almost none in the service request fulfillment.

How has it helped my organization?

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… more»

What needs improvement?

In the next version I'd like to see end user surveys, and have it much more robustly meet our large enterprise needs. We'd like to retire our home grown solution. We still find ourselves wrapping customizations around it more than we would… more»

What other advice do I have?

It's a good solid product. We're not unhappy with it. We're not overjoyed with it, and we're big time looking at Service Anywhere and other SaaS solutions for that space as opposed to internally hosted. We brought it in in the late 2000s… more»

Which other solutions did I evaluate?

We did a large RFP bake-off between multiple vendors for large integrated suites doing processes, automation, and monitoring. We selected HPE due to the breadth of their tools, particularly in the monitoring and automation spaces. Service… more»
Consultant
Senior Director Infrasructure Services at a tech services company with 10,001+ employees
Jul 25 2016

What is most valuable?

The flexibility and the integrity of the product. It allows me to have a rock-solid platform for change, problem, and incident control.

How has it helped my organization?

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.

What needs improvement?

The licensing model could be made more flexible. Some of the reporting capabilities could be adapted for some of the modern reporting tools.

What other advice do I have?

Look at everything out there. Think about how you're going to grow in the future, because that's going to certainly impact the cost of the product.

Which other solutions did I evaluate?

I know there are competitors out there that have a little more flexibility and a little more ease of implementation. For what we use it for, it's good.
Vendor
Release Manager at United Airlines
Jul 01 2016

What is most valuable?

The GUI interface portion of it is easy to use but when I have to revert to the non-GUI portion, it's very slow. It's very cumbersome.

How has it helped my organization?

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… more»

What needs improvement?

Room for improvement is the speed with which you're able to access it and where it isn't as slow and draggy. It is really draggy.

Which solution did I use previously and why did I switch?

I didn't have a decision in that. That was made by the change management organization. They wanted to switch. They wanted something that could be interfaced with mobile phones that could send the approval notifications to the mobile phones… more»

What other advice do I have?

The interface is good, I like it. It's easy to use. It's intuitive and it does go to the mobile app for verification and approvals and it's easy to use on the mobile app. Just make sure that the PCs that are going to run the non-graphic… more»
Vendor
Manager, Utilities Applications at a financial services firm with 1,001-5,000 employees
Mar 07 2016

What is most valuable?

Process Designer allows us to make modifications to certain attributes with the confidence that they will be forward compatible with new versions.

How has it helped my organization?

Improved rigor around Change Management workflows has led to increased operational stability. In turn, this means fewer High Severity Incidents, which is another Key… more»

What needs improvement?

Authentication needs to natively support multiple AD forests, since this is typically an enterprise tool with global users.

What's my experience with pricing, setup cost, and licensing?

Like anything else, shop around. The beauty of HP's model is the concurrent licensing that they offer. This allows you to build a common foundation for a large audience… more»

Which solution did I use previously and why did I switch?

Prior to SM 9.3.3, we had various iterations of SC (most recently 6.2.7) for approximately 10 years. Before that, we had a series of internal processes in place.

What other advice do I have?

I think it's fair to say it is a workhorse. It's extremely reliable, relatively cost effective, scalable, and has good existing integration points.

Which other solutions did I evaluate?

Yes. Starting with industry evaluations such as Gartner, we shortlisted three vendors (HP, BMC & SNOW), who came in with proposals around product, pricing, deployment… more»
Vendor
Enterprise Management Team Manager at a financial services firm with 501-1,000 employees
Jan 11 2016

What is most valuable?

The fact that it's highly customizable is the most valuable feature for us. We can change it to suit our business needs. It's also really intuitive and easy to use.

How has it helped my organization?

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.

What needs improvement?

We have a rather old version, so naturally there have been improvements to the latest versions. The issues we have with web-based access, user-based knowledge access, etc. have already been resolved, I think. I'll know it when we eventually upgrade.

Which other solutions did I evaluate?

We're currently looking at the Big 4 vendors: ServiceNow, BMC, IBM, and HP. As we're already an HP customer, HP has a clear advantage.
Vendor
Project Manager, Change Agent, ITIL Service Support, Crisis Management with 1,001-5,000 employees
Dec 31 2015

What is most valuable?

It gives me all the components I need to support my enterprise. It provides me with instant problem change, knowledge, configurations, and, specifically, gives me the functions to perform a good service test.

How has it helped my organization?

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.

What needs improvement?

It needs to be a lot more flexible, a lot more user friendly, and a lot lighter, not so heavy. If it were lighter, it would react a lot quicker and take less of a toll on CPU resources.

Which other solutions did I evaluate?

No, I didn't evaluate other options.
Vendor
Customer Experience Manager at a comms service provider with 501-1,000 employees
Aug 19 2015

What is most valuable?

* It integrates well with multiple Management Information Bases (MIB's). * It can detect the Cisco switch backplane's latest condition

How has it helped my organization?

* 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

What needs improvement?

It's not user friendly (too complex), and it gives limited guidance documentation of how to filter all the logs detected. We struggle with filtering over 50 types of logs with more than 200,000 lines of log information. It can detect the… more»

What's my experience with pricing, setup cost, and licensing?

There are three types of licenses, so make sure the license you select fits into your project scope. It took ove two weeks to verify the licenses, but it has lasted with my customer for more than six years.

Which solution did I use previously and why did I switch?

We previously used a very old version Solarwind, which could only detect CPU & memory. The main purpose for the upgrade project, was due to a broadcast storm occuring with my previous customer.
Consultant
HP Service Manager Technical Lead @ PepsiCo at a tech services company with 1,001-5,000 employees
Jul 02 2015

What is most valuable?

* Flexibility * Scalability

How has it helped my 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… more»

What needs improvement?

The tool is constantly improving and has been able to meet our business needs for the most part.

Which solution did I use previously and why did I switch?

No previous solution was used.

What other advice do I have?

Have a firm grasp on your business processes and how you’d like to see them implemented.
Vendor
Director, IT Service Management at Dignity Health
Jun 28 2015

What is most valuable?

It was easy to implement, as we currently have many HP solutions.

How has it helped my organization?

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»

What needs improvement?

Part of the problem they’re facing right now is they’re behind the curve in SaaS offerings. Part of our reason for moving away from Service Manager is that HP was not on the leading edge of the… more»

Which solution did I use previously and why did I switch?

We own a number of other HP products that are related to Service Manager, I was brought on to deploy this package.

What other advice do I have?

I considered the integration capabilities, that is, being able to integrate the suite of HP tools to already existing tools (in this case, also HP (SiteScope, AssetManager, BSM, etc.)). I was not… more»

Which other solutions did I evaluate?

We also looked at CA, IBM, and Service Now. At the time, I felt HP was the stronger product. I felt that they were investing heavily in the product's future capabilities.
Vendor
Manager of Operational Excellence at a energy/utilities company with 1,001-5,000 employees
Jun 28 2015

What is most valuable?

One of the big benefits that’s come out of this is a centralized view of all IT operations that really enable us to shift resources (people and money) in a real-time way to accomplish whatever we… more»

How has it helped my organization?

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.

What needs improvement?

In the next release, I would like to see easier integration with the other tool sets, such as UCCB, business service management, etc.

Which solution did I use previously and why did I switch?

We bought every product HP offered back in 2007 when the Intel craze was sweeping the IT industry. We were running BMC Magic Solution before.

What other advice do I have?

We wanted to align with Intel, we wanted them to be a cloud offering, and we also needed a technology market leader that could offer diverse set of offerings. So for us, we wanted to invest in one… more»

Which other solutions did I evaluate?

BMC and CA. We chose HP because their functionality seemed to be fairly better, their product offering seemed to touch every area of our company’s needs, and we wanted to integrate it completely into… more»
Consultant
Software Consultant - Executive Director at a tech services company with 51-200 employees
Apr 20 2015

What do you think of Micro Focus Service Manager?

What is most valuable?

Customization of SD, IM, PM, CM modules, general behaviour.

For how long have I used the solution?

7-8 years

What was my experience with deployment of the solution?

All the time, sadly.

What do I think about the stability of the solution?

Same, it wasn't always stable. Actually, I wouldn't call it stable now either.

How are customer service and technical support?

Customer Service: Hmm, let's see. That functions pretty well... Technical Support: Now, this is the point where I could write some serious stories about how HP failed to help us.

Which solution did I use previously and why did I switch?

Nope, I'm all HPSM.
Vendor
Systems Management Specialist at a retailer with 1,001-5,000 employees
Mar 25 2015

What do you think of Micro Focus Service Manager?

Valuable Features:

Fast, responsive and modern design. It's used throughout the company and is a very valuable asset.

Improvements to My Organization:

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

Room for Improvement:

Bring in new requested features to give the product a faster development cycle, ahead of the game!

Use of Solution:

1 year

Deployment Issues:

We encountered no major issues with deployment at all.

Stability Issues:

Stability has been above average. 

Customer Service:

Consultant
Service Management Consultant with 10,001+ employees
Feb 11 2015

What is most valuable?

The ability to properly follow ITIL v3, from interaction thru request, catalogue, problem and change. It has an intuitive front end which allows us to roll out good customer end user experiences.

Which solution did I use previously and why did I switch?

No, I have been using HP ITSM solutions now for 13 years.

What other advice do I have?

My only concern is the flexibility of the product in smaller environments. HP do recommend people use their Service Anywhere product for SMEs. Unfortunately the nature of some businesses and agencies is that this isn't possible and they insist on their own in-house tool.
Consultant
Head of Fault 2 Restoration at a tech services company with 10,001+ employees
Feb 10 2015

What do you think of Micro Focus Service Manager?

What is most valuable?

The integration between HP tools.

How has it helped my organization?

Stricter process implementation Better performance

For how long have I used the solution?

Over 10 years

What was my experience with deployment of the solution?

No

What do I think about the stability of the solution?

Stability was always an issue untill we did a full load and performance test, since then this is in good shape.

What do I think about the scalability of the solution?

No

How are customer service and technical support?

Customer Service: Great! 8 out of 10 Technical Support: Good, 7 out of 10

Which solution did I use previously and why did I switch?

Service Center ran out of support, so we had to switch.

How was the initial setup?

It was complex due to…

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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