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What needs improvement with Micro Focus Service Manager?


Please share with the community what you think needs improvement with Micro Focus Service Manager.

What are its weaknesses? What would you like to see changed in a future version?

ITCS user
55 Answers

author avatar
Top 5Real User

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.

author avatar
Top 5LeaderboardReal User

The reporting is not very strong. it can be improved. Customers need to combine different data from different sources to the same report, but it's quite difficult to do. You have to do it with many different versions. With the new version moving toward the codeless configuration is good, but it's losing flexibility. There should be a larger selection of configuration tools made available to allow some parts of coding to be codeless and others allowing you to make some coding for business rules and workflow. You need some coding ability and functionality. It is difficult to find a customer who doesn't want to make any kind of customizations. It comes with many limits making it very difficult especially with on-premises customers. I like the support but they could improve. In the next release, I would like to see improvements made to reporting and the dashboard. Also, I would like to see the configuration simplified without losing flexibility. The best model that I have seen was with PPM where you can provide some coding with flexibility allowing you to configure to the customer's requirements but having limitations at the same time, but they are meaningful limitations that are easy to negotiate with the customer explaining that it is to prevent it from being a completely customized tool that will be very difficult to maintain, upgrade and update the versions. I would like to see a balance between the two. Flexibility plus simplifying the configuration.

author avatar
Top 10MSP

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: the first is that it's quite a technical tool so it takes a lot to set it up and customize it. The other issue is that there's a lack of tool experts, which makes it even more difficult to set everything up properly. The solution does not interface well with other products and is difficult to implement. The entire system needs to be redesigned to help improve overall usability and design. When you synchronize or perform a task for event management from external tools, you have issues of performance because synchronization can take four or six hours before there is a solution. It's very hard for the end-user to customize items, but if they were able to, it would be easier for them to arrange specific views and reports that would be more relevant to them.

author avatar
Top 10Real User

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

author avatar

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

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