Micro Focus Service Management Automation

(52)
4.0 out of 5 stars

Help your service desk agents and IT managers proactively manage service quality. 200+ out-of-the-box reports displayed on dashboards give you instant visibility and easy to customize reports.

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Showing 56 Micro Focus Service Management Automation reviews
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Micro Focus Service Management Automation review by <span>Maxim O.</span>
Maxim O.
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Nice product for ticketing if have good tuning.

What do you like best?

Fast restarting if service broken. Nice interface for end users and good interface for developers. SM have deep opportunity for tunings, better if have company administrator of SM with at least 3 SM courses x 5day at HP education center (basic, administration, developer).

What do you dislike?

If SM service broken, it cant automatically report about that problem. And sometimes SM cant restart its own process.

Also SM must have deep tunings according to business process, and out of the box version not work properly. However that situation helps integrators for take money from implementation. For example +40 java scripts, +4 web interfaces, + 10 paper processes, +3 integration will take about one year/1 person or half year/3 persons, if that peoples already have experience and already have finished scripts, so that time need to construct processes, some adaptation and test the solution. If do work just after completing courses then it takes much more time, for example, 3-5 years.

Recommendations to others considering the product

Find a good integrator company with good project team and nice programmers, company that already done successfully some big projects, and you want nearly the same that they done in the project. And that will be the fastest way for using SM. Developing from zero, hours waiting respond from support, testing tons of script code will take much more money, even you will have experience from using product. So believe in experienced peoples, better if they organized in company.

What business problems are you solving with the product? What benefits have you realized?

Less time for solving IT problems. Colleagues and managers says that Service Manager helps to speed up common tasks also. I can clearly view what happen with my ticket, view priority, time, person who take ticket, all contact information - telephones and emails, organization information. And I have fast response and opportunity to use SM from any device with browser.

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Micro Focus Service Management Automation review by <span>Tamanna M.</span>
Tamanna M.
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HPE service Manager Advantages and Features

What do you like best?

Here there is lot of customizing options are there here almost you can customize everything as per you requirement and company policy.It is having high integration and deployment capacity. It is also providing out of the box email ticket creation which is very good feature.stability is good as you can configure all the things according to the load that you are managing.It is very flexible as we can easily integrate this with many third party application to get more functionality.Call logging and escalation feature is best advantage of it to keep a track of everything.The reporting feature is very valuable as you can generate complete report as per our requirement so can can get a clear idea.From pricing prospective it is also convenience and it provides very good customer support for each and every problem.

What do you dislike?

Some times it will creates some issue with deployment.They can improve web support of custom application and upgrades.user interface is not so good they can make it more user friendly.The pricing of third party application is bit high so they can add some new feature to make it more efficient and convenience.

Recommendations to others considering the product

i will strongly recommend this because it is very easy to use and it give complete managing solution.Lot of functionality and plugins are there which make Managing task and tracking its status very easy.From pricing prospective also is it convenience.

What business problems are you solving with the product? What benefits have you realized?

we are using HPE service Manager mostly for help desk and service management process.It is also used to create automatic email ticket creation and tracking the status of issue and its process.

What Service Desk solution do you use?

Thanks for letting us know!
Micro Focus Service Management Automation review by <span>Alex C.</span>
Alex C.
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Reviewed On

Good product that evolves quickly!

What do you like best?

There is almost always a way to do some sort of challenge you are presented with. I don't think we have had something that we cant do yet in service manager.

What do you dislike?

Sometimes the upgrades can be lengthy depending on how much custom code is added. It would be good to know what is required in an upgrade before you start making custom changes to code etc.

Recommendations to others considering the product

Spend time working out what you really want, Dont try and make a replica of your current system! The main problem we have come up against is we spent far too much time and effort trying to replicate openview into HP service manager rather than look at the solution with a fresh set of eyes.

What business problems are you solving with the product? What benefits have you realized?

Approval for software/hardware requests have been so much easier, the onus Is back on the business to make sure they approve requests rather than IT chasing people for approval. This allows us to be able to spend more time doing the tasks we need to do rather than chasing approvals.

Micro Focus Service Management Automation review by User in Airlines/Aviation
User in Airlines/Aviation
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A featured but aged software

What do you like best?

Vast variety of available processes although I have not used many of them.

What do you dislike?

Interface is quite counterintuitive and bulky

Many bugs noticed, not sure if it's because of the customizations done by the vendor but the Change Management process stuck at stages for unknown reasons and the help desk team has to click on each request to activate.

Upon session expiry, when you logs-in back the system doesn't take you back to the page you were at.

Recommendations to others considering the product

When it comes to software, I wouldn't recommend opting HP. Better go for lighter and more intuitive alternatives, especially if you have software change management lifecycle to be managed from Change Request to the deployment.

What business problems are you solving with the product? What benefits have you realized?

Paperless Change Management Process

Paperless Service Management

Paperless IT Support Helpdesk

Micro Focus Service Management Automation review by <span>Remi B.</span>
Remi B.
Validated Reviewer
Organic
Reviewed On

Service manager 9.33 with mixed webtier & rte

What do you like best?

HP Service Manager is a mature tool for all processes. That tool manages a very important volume of exchanges and records between stakeholders of the IT. It is aligned with the requirements of an important Service Management activity. Once well tuned, it is very robust.

The fact that we can adapt and modify almost everything in the process and forms is a real advantage. We developed a sort CMDB inside SM9 which makes the tool very powerful but limits us in the evolutions.

What do you dislike?

Most of the dislikes following are part of our experience with the use we made of the tool and can be not relevant for a company using Service Manager correctly.

As said, we modified a lot the tool. We are using sm 9.33 version for the rte, sm9.31 for the webtier.

Today we have so much tuned it for our need (without listening HPE alerts), that Support meets real difficulties to help us. A such powerful tool should be able to find and give a good solution quickly when an issue occurs.

We have followed the trainings but we are missing experience to be able to manage the tool all by ourselves. for example I’ve been facing troubles with webservices (not easy enough to modify/adapt/limit and for me quite a black box).

To avoid tests, we mixed versions of technical parts and now we have difficulties to know which version of each part is on (hotfix version, webtier version, rte version....). That technical part is quite hard to follow for us.

Recommendations to others considering the product

If you go to Service Manager, you will enjoy but if it's your first Service Managment tool, please consider having good support and training.

What business problems are you solving with the product? What benefits have you realized?

We are using this tool to support many IT processes:

- Calls & Incident,

- Changes

- Problems,

- Application Maintenance,

The main advantage we realized was to use one tool to support all these Processes.

We are building a real knowledge base which is already giving us possibility to autoSolve new issues. Lot of money and time to win.

Micro Focus Service Management Automation review by <span>Sébastien J.</span>
Sébastien J.
Validated Reviewer
Organic
Reviewed On

HP Service Manager 9.33 - SOCIETE GENERALE

What do you like best?

HP Service Manager is a mature tool for all processes. That tool manages a very important volume of exchanges and records between stakholders of the IT. It is aligned with the requirements of an important Service Management activity.

Using web services is very easy. We use them to exchange data with different systems (HPOO, UCMDB..)

What do you dislike?

The design tool is very complete but not easy to use, particulary for the Request Module. So, we are very interested by the new versions 9,41 and 9, 50

The Integration with other ITSM tools is not yet easy. But we are testing PROPEL SX in our lab to resolve this point.

Recommendations to others considering the product

It is necessary to consider the last versions of HP Service Manager, wtih codless integration.

Th

What business problems are you solving with the product? What benefits have you realized?

We are using this tool to support many IT processes:

- Incident,

- Request,

- Problem,

- Release mangement,

The main advantage we realized was to use one tool to support all these Processes.

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