OpenText Service Manager [EOL] Reviews

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.

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.

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.

We've used it for four-and-a-half years.

It’s a bit of a beast to manage, so I'd give it 3/5.

The stability is magnificent. The availability of the system and its stability is perfect. I have no issues with it whatsoever.

My technical support comes through my technical partner, and I rate them extremely highly. Without them I would be dead in the water.

No, I didn't evaluate other options.

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.

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

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.

It deploys without issue.

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

It scales for our needs.

We have an HP on-site support contract, which is nice and easy.

Get it. It's a one-stop-shop solution.

The integration between HP tools.

• Stricter process implementation
• Better performance

Over 10 years

No

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

No

Great! 8 out of 10

Good, 7 out of 10

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

It was complex due to the organization's size, complex customers and a lot of dependencies with interfaces internal and external.

In house team

Stability, lower operation costs, and straight process implementation.

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

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

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

1 year

We encountered no major issues with deployment at all.

Stability has been above average. 

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

7-8 years

All the time, sadly.

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

Hmm, let's see. That functions pretty well...

Now, this is the point where I could write some serious stories about how HP failed to help us.

Nope, I'm all HPSM.

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

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

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

I have been using this solution for 10 years.

Its stability is quite good.

Micro Focus Service Manager's scalability is quite good.

We have more than 10 of our clients using this solution.

In terms of their technical support, they are not great and not very bad. Their technical support should be improved.

The initial setup was not complex at all.

I would recommend Micro Focus Service Manager.

On a scale of 1 - 10, I'd rate this solution a 7.

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.

In its current iteration, around 3 years.

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

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.

It helped us conform with ITIL service management requirements.

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

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

I think the scalability is good.

It was great to work with technical support.

HPE did the initial setup.

HPE is a strategic partner for doing such work. I would advise colleagues who are considered this solution to take it.