Micro Focus Service Management Automation

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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 Maxim O.
Maxim O.
Validated Reviewer
Verified Current User
Review Source

"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 Tamanna M.
Tamanna M.
Validated Reviewer
Review Source

"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 Alex C.
Alex C.
Validated Reviewer
Review Source

"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
Validated Reviewer
Verified Current User
Review Source

"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 Remi B.
Remi B.
Validated Reviewer
Review Source

"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 Sébastien J.
Sébastien J.
Validated Reviewer
Review Source

"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.

Micro Focus Service Management Automation review by Santhosh G.
Santhosh G.
Validated Reviewer
Review Source

"The Best Process Designer"

What do you like best?

Process Designer

Context Aware Search powered by IDOL Engine

Dashboards

What do you dislike?

Though dashboards are built on HTML5 majority of HPE SM screens uses older version of HTML

Self Service Portal

Recommendations to others considering the product

Pros: Its a great tool with excellent features such as process designer and smart analytics. Process designer of HPE SM is really a top-notch and no other ITSM tools process designer is near to it.

Cons: I personally feel there is a lack of right investment on this great product. Based on the market trends HPE lacking behind in unifying the power of their other product capabilities like orchestration, discovery and asset management.

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

Automating ITSM processes

Visitor Registration process (non-IT process)

Transforming Equipment Service Centre to paperless

Micro Focus Service Management Automation review by Patrick B.
Patrick B.
Validated Reviewer
Verified Current User
Review Source

"SOPRA STERIA - STARS : ITSM implementing HP Service Manager 9.34"

What do you like best?

The capabilities to customize processes by using Process Designers avoiding development (codeless), SMART Analytics (big data) for incident & problem management. Multi-tenancy model (logical data segregation)

- Globality usability of the solution, in line with standards (user friendly, consistency between processes)

- Quality of the delivery, reducing time to migrate (we're now using HP SM 9.34 on production) and testing 9.40 in our lab.

What do you dislike?

Not so many,

Just about the Integration with other ITSM (Case Exchange capability) whihc could be improved, no physical data segregation model (needed for MSP)

Recommendations to others considering the product

Latest HP SM software

- has a full codeless implementation (ie for all processes) offering flexibility for process customization

- SMART Anlytics for all processes offers add values & productivity improvement for Service Desk agent and L2/L3 teams

- good on-premise solution, if ITSM on SaaS can't be selected

- good integration with other HP (we're using HP OM & HP uCMDB) and non HP Products (we're using CISCO UC)

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

As a service provider having a multi-tenant model is critical for implemeting a Global Develivery model based on ITIL V3 best practives. HP SM allows that configuration and offers possibility to differentiate processes per Customer by using process designer capability

Micro Focus Service Management Automation review by Don K.
Don K.
Validated Reviewer
Verified Current User
Review Source

"Service Manager 9.31 flexible and highly configurable"

What do you like best?

Flexibility was a must for our ticket workflows and with a great support partner we were able to make extensive customization. A single app for managing Interactions, Incidents, Problems, Knowledge and Changes.

What do you dislike?

Difficult to upgrade after all of our customization.

Recommendations to others considering the product

get a quality support partner and attempt to stay OOB where possible.

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

We needed a global system that was accessible by Technicians within and outside the network. A change process that would assist with collision detection globally. We were able to tailor the change module to handle Problems, which allowed us a glimpse into being more proactive.

Micro Focus Service Management Automation review by Kunal G.
Kunal G.
Validated Reviewer
Review Source

"It Is A Stable Product, Scalable, Good Support, Right Solutions, Easy To Setup"

What do you like best?

What I like best about HPE Service Manager is while it is 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 do you dislike?

HPE has a hosted solution and people think ServiceNow is the be all.

Recommendations to others considering the product

I Like The Flexibility And The Integrity Of The Product.

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

It's a completely customizable solution to fit with the specific needs of our organization. It does it really easily and really dependably.

Micro Focus Service Management Automation review by Denis P.
Denis P.
Validated Reviewer
Verified Current User
Review Source

"The most complete and flexible solution for service management"

What do you like best?

HP Service management is a complete and mature tool, easy to tailor and to fit to any of your companies processes. It works perfectly for IT service management and is flexible enough to support our business helpdesks as well. We've been using for many years, with almost no downtime. Last year we migrated without major issues directly from ServiceCenter version 6 to HP Service Manager version 9.33. All our data is migrated, our screens and workflows without any redesign or huge programming. Our users like the new version a lot and switching from the old production to the new took us less than 1 hour downtime. No user training required.

Using web services we transfer and receive data from different systems and software's. For reporting we use Business Objects.

What do you dislike?

I love to have more possibilities with screen design, html, and CSS3. The technical documentation for tailoring could be more detailed. The SRC (Service Request Catalog) is a very nice interface, however, it is created in FLASH and difficult to customize or modify. It would be nioce if it was created in HTML using CSS3, JS and PHP...

Recommendations to others considering the product

When you do a migration or a new installation it is wise to have a HP technical account manager for extra support. He will help you to solve any issues that will happen immediately.

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

We support the majority of out IT processes with the tool: Incident, problem, change and request management. One of the more difficult issues we had to solve was to transfer tickets from our system to the BMC remedy solution used by our colleagues in France. Using web services solved this issue.

On of the major benefits we realized was to use this same software to support our business helpdesk. The same code and software is used to support IT, Facilities, HR, Complaints, Client support and others.

Micro Focus Service Management Automation review by Ryan S.
Ryan S.
Validated Reviewer
Verified Current User
Review Source

"Pleased with 9.21 and currently upgrading to 9.4"

What do you like best?

HP Service Manager is a very tool-rich software suite which is easy to use and highly configurable. Due to our heavy customizations we had initial upgrade concerns when moving from 9.21 to 9.4 but after an analysis from the HP technical services team, it was determined that it would be a rather seemless upgrade in place procedure.

Furthermore, it is apparent that the development team is listening to its users and including their feedback in further enhancements. For example, the Incident model was unable to spawn individual tasks in previous versions but that is now a built in feature to the latest module.

What do you dislike?

In the current version we are using, customizations are very cumbersome and can have multiple dependencies on many forms. The new version seems to have addressed some of these issues, and will have to reserve judgement until having time to test adequately.

Also, previous reporting capabilities were virtually non existant and we had to export much of our data to another reporting suite. This looks to have been addressed in the latest verison.

Finally, version 9.21 was not robust enough in its original configuration to handle our regularly scheduled Release Management through the Change Management module.

Recommendations to others considering the product

The only reason I would hesitate to recommend HP Service Manager to other companies is that it may be too much for a smaller operation. The suite is incredibly detailed with incredible levels of detail and may be overkill for a smaller operation. In a case like that, I would be more inclined to recommend Service Anywhere or something similar.

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

HP Service Manager allows us to track and monitor all of our IT systems from an ITIL framework perspective. It allows us to capture a wealth of data in each ticket created to allow for a thorough audit trail, and subsequently create a resourceful knowledge base.

Micro Focus Service Management Automation review by Alain T.
Alain T.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Extremelly customizable while maintaining upgradability"

What do you like best?

The speed and effeciency with which we can deliver scalable and professional solutions to meet our clients' needs.

Their support team is knowledgeable and efficient.

They prioritize the systems evolution in what, for me, seems like a logical and fair fashion.

What do you dislike?

Very little actually. They are responsive and engaged with our client. Maybe to only thing would be the overseas support: it is not always easy to be understood (language wise).

Recommendations to others considering the product

It is a lot of work to put in, but as with any system of this size, the better the planning, the better the growth and usage of the software. Make sure to hire the right people to assist your organization in setting up. Stay involved in the process.

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

We have put in place a ticketing system and and inventory managenent system for a POS (point of sales) of over 60,000 external clients and over 150,000 devices.

Using HPSM, we can:

received calls from into our call center;

dispatche external suppliers to remedy the problem;

remotely update the software on the devices;

produce the billing requirements;

generate the required reporting;

basically, all that is required to run a business efficiently.

Micro Focus Service Management Automation review by Zeyad O.
Zeyad O.
Validated Reviewer
Verified Current User
Review Source

"I have a great experience working on HPSM for my company solving a lot of operational challenges"

What do you like best?

I'll only talk about what i like in version 9.4 as a lot of new features really amazes me

The new process designer made the life of administrators easier

interactive dashboards and OOB reports are also a plus.

the new support catalgue is a good idea and can lower the load on service desk for known support cases.

branding and color indication settings are now easy to do without xml coding.

What do you dislike?

availing mass update and mass close function to end users should be available OOB without breaching the security roles assigned to the users.

there is no supported solution for SMS notifications after the depreciation of SCauto.

Recommendations to others considering the product

in a large scale business, to gain the great advantages of SM you need other tools like CIT, uCMDB, OMi and/or other tools for integrations

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

automation of operational processes reduced MTTR, duplicated work tasks and increased operational effeciency

Micro Focus Service Management Automation review by Thore S.
Thore S.
Validated Reviewer
Verified Current User
Review Source

"A good product suddenly became great"

What do you like best?

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot Topics (Problem Management) this is a major step in the right direction.

What do you dislike?

Still fairly complicated to configure/upgrade (SM 9.34) but HP has improved this with version 9.40 and throug ITSM Deployment Manager.

Recommendations to others considering the product

Others considering HP Service Manager should really look into Smart Analytics. This BigData module gives value directly into workflow for Service Desk and Incident/Problem Management.

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

We use HP Service Manager manage services delivered to hospitals in the central Norwegian region. Combined with Service Request Catalog (end user portal), SM gives us a great tool for the job.

Micro Focus Service Management Automation review by Administrator in Airlines/Aviation
Administrator in Airlines/Aviation
Validated Reviewer
Review Source

"SM use in an international company: a benefit to unify the process"

What do you like best?

Full ITSM tool integrated, with total covererage.

After proper system configuration (thanks to effective HP support), the application is stable and robust. Response times are correct. If problems occur, restarting the system is simple and fast. The SDIM module is widely used with satisfaction, with special mention for the E-call. In our version, the "Change management" module benefits from the designer process (thankfully because it is not at all OOB).

What do you dislike?

Ergonomics is rather unintuitive sometimes confuse the user with simple actions.

The structure of the database is a pity (not relational in 9.33 version, presence of CLOB and BLOB formats, application code stored in database).

For end users, the PM module / KE is complex and difficult to understand.

Recommendations to others considering the product

OOB stay as much as possible because the code changes are not simple; but the designer process will improve things.

This tool is powerful but requires resources (human and financial) important to good use: probably not suited to small structures.

It is necessary to properly size the number of roles and user profiles to be effective;

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

Service Manager is a highly unifying tool that we strongly contributed to the unification of our processes. Our company has international components of different cultures and the adoption of a multi language software edited by a globally recognized partner was easy.

Micro Focus Service Management Automation review by Internal Consultant in Financial Services
Internal Consultant in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Tool with opportunities (9.30)"

What do you like best?

Service Manager provides a rich feature set for all Service Management processes. This is not really differentiating from other tooling but creates a foundation that in combination with other HP tooling, or other vendors aligned with IT4IT.

The real power comes with the integrations that are provided out of the box (or customized). These integrations provide the opportunity to align multiple processes over various platforms creating one source of truth, which for example enables a company to;

- Easily manage monitoring events and escalation of these events.

- Calculate SLA impact per client for a product manager.

What do you dislike?

The Service Manager were using still lacks some functionalities we would like. For example smart ticketing and hot spot analysis. This also reflects why the title contains the word opportunities. The newer versions of Service Manager show great promise not only in additional features were looking for, but also the focus on new technology like HTML 5.

However, on technical level I don’t expect that he configuration work we did on 9.30 will be easier in 9.40 or later versions. Configuration for example is required when attributes are changed, or new CI types need to be pushed. This required changes on forms, databases, scripts and other items in Service Manager. This can be seen as a good or bad thing, depending if you want to go with an OOTB approach or customize to fit.

From my experience with ITIL, I would appreciate an easier solution for;

- Form design (easy addition of attributes, list boxes, auto disabling of elements that are not filled by integration of federation)

- Drag and drop style of interface changes (for example the interface with uCMDB is now done partly with graphical TQL and XSLT. With a simple drag and drop interface it will be more easier to understand and maintain)

These points I mentioned because ITIL isn’t something that is always deployed the same within different companies. So extensive configuration (or customization) is required to tailor Service Manager to match the company process and application landscape.

Recommendations to others considering the product

Make an extensive roadmap which focusses on the processes and integration of information. Service Management tooling alone will only create limited value. When integrating test management, monitoring, project management and other processes the real value is created.

Besides the roadmap really focus on the way of working and the people. They need to be educated, steered and corrected to ensure data quality and value.

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

Our goal was to increase the quality of our Service Management processes. This was realized not only by the tool, but also by emphasis on the way of working. The way of working is the most important factor to change.

Part of the quality is the following:

- Redesign of our processes on paper and in the tool. We did benefit from the process designer which was implemented with the help of HP on our current version of Service Manager.

- The service topology approach by HP in combination with the universal data model of the uCMDB provided great benefit. This is still growing due to the implementation of our monitoring tooling at the moment. This tooling will use the service topology to calculate the impact from infrastructure components to the business processes and activities we perform for our customers.

- One way of working was introduced in our company. Because of mergers in the past and recent history the tooling and way of working differentiated between the locations. This was partly solved by Service Manager which created one source for the Service Management processes. The way of working is still something we keep improving, based on what we see in Service Manager.

Micro Focus Service Management Automation review by Anouar B.
Anouar B.
Validated Reviewer
Review Source

"HP BTO software consultant since 2003"

What do you like best?

Hp Service manager

HP APM-BSM

HP ucmdb 10.3

What do you dislike?

nothing important, specially with new version there is a lot of good and amizing future,

Recommendations to others considering the product

i recommand user to switch to the new version of SM

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

Mean time to resolve issue using incident mgmt, prevent dowtime using change management, minimize service desk request using KM, auto solve issue using CLIP, integration with HP OO an capability to resiove issue using predéfined scénario, integration with BSM-APM-OMi for preventive incident, and more ......

Micro Focus Service Management Automation review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"A good tool to provide ITSM"

What do you like best?

I like the way that you can easily move from one module to another by being able to open a problem directly from incident etc. That makes it easier to use. I also like the fact that the tool can be connected easily with other HP products like HPOO for example which enables us to provide services faster.

What do you dislike?

I'm not very fond of KM - the configuration is pretty complicated and the search not always accurate.

Recommendations to others considering the product

Make sure to think your processes through before you apply them. HPSM is an extended tool and the configuration may influence other modules and the way the other teams work. It is highly recommend to have roles like process owners who have the thorough knowledge of both ITIL and the tool so they can help implement the service that will satisfy your customers.

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

I work on new services deployment for the customers so I work with almost all the modules at the same time. I especially like the connection with the service catalogue that provides easy access to the requests and incidents for the customer. This way they get an easy overview of the state of their case without a need to contact the helpdesk.

Micro Focus Service Management Automation review by Chris V.
Chris V.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"I am an solution architect for HP SM implementations."

What do you like best?

With HP SM 940s' new Process Designer, managing processes have become much more easy to maintain and configure. Turn around times on deploying new processes have decreased significantly. Also the new interface is easier on the eye than previous versions.

What do you dislike?

The reporting module can be enhanced, and made easier for end users to build their own reports. Also the addition of more graph types would aid users in their reporting.

Recommendations to others considering the product

Ensuring correct and accurate master data, and bed down process before implementation to ensure that the tool does not drive what process needs to be implemented, albeit that HP SM provides nice out of box processes.

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

Aiding firstly IT in coming closer to business, and allowing business to also have a function on one consolidated platform which has been made much easier by Process Designer. Providing business with a nice interface to interact with various divisions.

Micro Focus Service Management Automation review by Executive Sponsor in Information Technology and Services
Executive Sponsor in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"HP SM - migration for 22.000 Users successfull done"

What do you like best?

The turn around time for doing updates is really great, from over a year with Service Center we're now down to 6 weeks for a complete update cycle. Also the options now being delivered (we're on 9.34) and the outlook to the 9.4 version (e.g. Smart Analytics, Change Calender, Automation capabilities) are really good. Especially in conjunction with the other HP tools like ucmdB, OO, CSA and so on.

What do you dislike?

One of the major issues we're still fighting with, is the E2E integration of the entire ITSM suite and the surrounding HP tools (e.g. HP OO, CSA, SA, SAM). This is a challenge due to historical reasons to be fair and HP is hardly working on the issues. So when you want to use Discovered Data in conjunction with managed data and derive action from it (e.g. discover all Wintel systems with a certain patch level, compare it to the managed state, initiate the change automatically and change the managed state after the successful automated completion).

Recommendations to others considering the product

Be clear about the process borderes, e.g. commercial and technical asset management, have a clear border between change request vs. service request (first is for technical infrastructure changes, second is a customer driven request).Use the opportuntiy to revise your base data (e.g. customers, locations, sla, cause codes and so on) as this is a unique chance. Be clear about your system architecture and consider to built a kind of base data ldap and a case exchange if you have multiple provider scenarios.

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

System operation costs lowered, system users report about clear performance and handling issues,new options in terms of automation now available to the entire organization, higher level of process standardization, clean up of the data

Micro Focus Service Management Automation review by Executive Sponsor in Oil & Energy
Executive Sponsor in Oil & Energy
Validated Reviewer
Verified Current User
Review Source

"IT Operations Management"

What do you like best?

The products easily integrate and establish a common platform that enables IT departments to operate as Service brokers and transition to the cloud. Additionally, the automation tools improve response times and reduce the resource requirements that are required to “keep the lights on.”

What do you dislike?

Solution Architectural design is critical. If this is not correct from the beginning it makes leveraging the information from the system nearly impossible. While a best practice framework is provided key details are not absent or not clear and this can create situations where organizations do not fully recognize the value of the product.

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

HP software is enabling our IT shop to be more responsive, reduce support costs, and leverage cloud and big data technologies. Without increasing opex we have been able to improve availability, and effectively shift resources to address the most important business requests, IT pain points, and customer issues.

Micro Focus Service Management Automation review by Taylor G.
Taylor G.
Validated Reviewer
Review Source

"Pleasant, efficient, design!"

What do you like best?

What I like best about HP Service manager is the sheer number of tools that it combines into one ticketing system. I really enjoy how easy it is to manage multiple tickets at once, pass them off to co-workers, and change the priority of those tickets on the fly. Look, many office work-spaces and IT groups are dynamic. They're always shifting, always changing. Service Manager is able to be just as flexible as my work-space, and that's why I like it!

What do you dislike?

The main thing that I dislike about HP service manager is exporting to another system. For instance, at the end of every day, I need to take a large export (as a .csv file) and drop it into an excell spreadsheet for metrics reporting. It takes quite a bit of time to compile all the data that I need, and it's a bit of a pain to change the available fields. (although HP said they were going to make this easier in later versions)

Recommendations to others considering the product

I would absolutely recommend this product to any IT group with a dynamic customer base!

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

It is so much easier to keep up with my client's demands because of HP Service Manager. The ticket creation process is simple, and we've actually almost got it automated! The main problem that we have solved with HP SM is getting on the same page as our clients. Because of the fast updating and easy/dynamic ticket creation, we always know as soon as our client has a problem, and with the priority system, we are practically unable to let our client's needs slip through the cracks! Basically, what I'm saying is that HP SM is as alive as our company, and that's it's main benefit.

Micro Focus Service Management Automation review by Internal Consultant in Information Technology and Services
Internal Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Powerful, configurable and use as much as you want of it!"

What do you like best?

Like a flower from a seed, Service Manager is easy to setup out of the box. It follows the Full ITIL processes where you can simply use "interaction" up to and including a full catalogue, problem, change and config management. Make it even more powerful by adding uCMDB and other tools!

What do you dislike?

Scalability. It's just not scalable for small customers. It's very expensive to setup for SMEs as well as the database costs. Which is a shame.

Recommendations to others considering the product

Ask yourself whether the overall ROI will pay off.

Is your product configurable? Can it do multi-customer management properly?

Are end-user advanced searches easy to use?

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

ITIL alignment with Service Management tools. Varieties of different types of customers requirements (Incident only, Problem, Change, Request management and so on).

Multi-customer ability on single platforms too - we frequently see others using their tools for individual customers. With the security that HPSM affords, we can put more than one customer on.

Micro Focus Service Management Automation review by James J.
James J.
Validated Reviewer
Review Source

"Ho Service Manager"

What do you like best?

Mature service delivery desk that maintains current, and always-evolving business processes, which are also closely linked and parallel the ITIL process's. Service Manager maintains a large family of applications within a single framework that improves the resolution time of issues, while providing a centralized request and support hierarchy where all business areas/users navigate first. The flexibility of the open system allows for ongoing continuing process improvement and therefor perpetually saving costs to the business customer.

What do you dislike?

Still maintains some of the archaic base architecture in the form of outdated library coding function calls back to the days of old when ServiceCenter existed, but primarily, there is not much documentation available to assist developers and administrators in maintaining the product.

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

The advantage of a centralized multifaceted business application such as Service Manager, allows for a much simpler availability of reporting data. A centralized database housing all change management, incident, problem and configuration data removes the headache of federating data across multiple platforms, and instead utilizes a single RDBMS.

Micro Focus Service Management Automation review by Sanjay M.
Sanjay M.
Validated Reviewer
Review Source

"Used the product for about 5 years at a Big Four Accounting Firm"

What do you like best?

I felt the software had enough fields to fully describe/capture the issue that needed to be captured. It was nice to be able to have customized views. For the most part the software seemed to be fast and responsive.

What do you dislike?

I wish it would have been easier to create customized views. Creating such views were a little difficult and since I have not used the product in over a year now it is a bit difficult to remember, but I do remember there was a certain view that I wanted to create which at the time would have made my job easier but I could not create it because certain fields were not available.

Also I felt the search results were some times lacking and not pulling up tickets that I knew existed.

Additionally, I wish we did not have to switch between incidents and the initial view (I can't remember what it was called at the moment). It would have been nice to have just 1 ticket that captured everything.

Recommendations to others considering the product

Overall I feel this is good software for a medium sized to large company to use. If the software could be completely customizable than that would be the greatest benefit to any company.

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

I was using this product from the perspective of a technician so I was not trying to solve any business problems. From a technician's perspective the software performed well.

Micro Focus Service Management Automation review by Terrance H.
Terrance H.
Validated Reviewer
Review Source

"HP Service Manager review"

What do you like best?

If you truly know how to use this software it can truly be a good business product. I wouldn't say i have mastered this software, but i do a lot of developing and integration using this software thanks to my schooling and work background. its a good product.

What do you dislike?

As my fellow co workers would say. This software can be a little clunky at times. I feel like the user interface can be alot better. I hope to see that. For example, it won't accept the start time of a task, but also won't allow you to change it.

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

As previously stated, the interface is not intuitive and very inflexible. There are numerous usage paths to take that lead to dead ends - where you have to contact an administrator to delete a task or configuration item just to proceed.

Micro Focus Service Management Automation review by Christopher K.
Christopher K.
Validated Reviewer
Review Source

"HP Service Manager Review"

What do you like best?

•Opening Incident

•Closing Incident

•Re-Opening Incident

•Updating Incident

•Retrieving Incident List

•Retrieving Incident Details

What do you dislike?

Not probably but definitely the worst Customer Service Desk software I have encountered.

The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the customer still waits for a simple problem to be resolved where other systems can do it in half the time if not less. The layout of the interface is terrible, although configurable, still counterproductive. Makes me wonder how crap previous versions were.

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

My use of the HP Service was limited to opening/updating tickets as part of a job's workflow (for example should a process fail to complete normally).

Micro Focus Service Management Automation review by Ezedube G. E.
Ezedube G. E.
Validated Reviewer
Review Source

"Enjoying it so far, we will see"

What do you like best?

I have liked my experience with HP so far. I like the added feature to email ticket details and give updates. Additionally, I am able to access the crystal reports and its capabilities. I am enjoying this product so far.

What do you dislike?

I would like to see the ability to undo functions in the description field - that would help a lot. Something else I noticed that could be approved would be allowing us to view history within a non-infuriating way. I had a few instances, not too many, when the application crashed. Maybe that can be fixed with an update.

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

I am working on a set of processes to handle service delivery and support quickly. Our business had been running faster, so far.

Micro Focus Service Management Automation review by Mary C.
Mary C.
Validated Reviewer
Review Source

"Office Assistant "

What do you like best?

I like how it's simple and works fast. I also like like accessible it is.

What do you dislike?

Nothing. I haven't had any issues with the program.

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

I work in the healthcare field right now and use it for that.

Micro Focus Service Management Automation review by Consultant in Automotive
Consultant in Automotive
Validated Reviewer
Review Source

"Highly flexible and robust at the same time."

What do you like best?

The product is very flexible - you have a lot of configuration and customization options and literally are open to implement and tweak the process how you think it works best.

Especially when using the HP Service Manager together with other HP Products ( like uCMDB, or BSM ) you can make use of a strong portfolio.

What do you dislike?

In my opinion the debug options can be improved - as a large time of developing is consumed with finding the proper place where to adjust coding. With the new Process Designer this area has been largely improved though.

Recommendations to others considering the product

If you are looking for a product with offers a broad feature set out of the box, and at the same time allows you to highly configure and customize its process - then HP Service Manager should be a good option for you.

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

We are using the HP Service Manager for example for the Incident-, and Change Management process implementation and by that support or enable all the services who are depending on those processes.

Micro Focus Service Management Automation review by Edrick G.
Edrick G.
Validated Reviewer
Review Source

"Great service management solution"

What do you like best?

Allows for quick offloading of repetitive tasks and allows end user self service

What do you dislike?

Some aspects of the solution can be a little difficult to setup

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

adminstrators spending a large amount of time to perform common tasks

Micro Focus Service Management Automation review by Terry O.
Terry O.
Validated Reviewer
Verified Current User
Review Source

"Trainer of SM for 19 years. Subject Matter Expert"

What do you like best?

Speed, power, flexibility & built-in processes

What do you dislike?

33 year old code with overlapping tools. Service Anywhere is the answer.

Recommendations to others considering the product

Service Anywhere is the answer. If you have not looked at it in the last year, you need to see this product. It easily competes head-to-head with all those in the Magic Quadrant.

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

Most companies are in fire-fighting mode. Moving them to proactive or optimization are huge benefits.

Micro Focus Service Management Automation review by User in Education Management
User in Education Management
Validated Reviewer
Verified Current User
Review Source

"Service Anywhere is good"

What do you like best?

Clean interface and easy to use once your company learns how to set it up to fit your needs

What do you dislike?

The unplanned downtime emails... after it happens

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

Use it for IT user problem solving and team escalations

Micro Focus Service Management Automation review by Industry Analyst / Tech Writer in Insurance
Industry Analyst / Tech Writer in Insurance
Validated Reviewer
Verified Current User
Review Source

"HPSM Service Manager Review"

What do you like best?

HPSM Service Manager is a single app for managing Interactions, Incidents, Problems, and Changes. It allows me to easily manage any end-users issues and requests in a single interface.

What do you dislike?

The biggest dislike is system performance although that could be an issue on my organization infrastructure. Also, we are not utilizing all the functions available, again, that is on our organizations end but I think cost is a facto.

Recommendations to others considering the product

Make sure your entries Active Directory are up to date and accurate

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

All user issues and requests are managed in Service Manager. It allows us to see trends by running reports on these items.

Micro Focus Service Management Automation review by Senthilkumar P.
Senthilkumar P.
Validated Reviewer
Review Source

"It's simply awesome"

What do you like best?

The best I like in this tool is look and feel and ease of use

What do you dislike?

Responsiveness and performance issues with the tool

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

All the tickets has been resolved in a very good manner

Micro Focus Service Management Automation review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"MicroFocust Service Support Manager - Review"

What do you like best?

It is a Process-driven tool. It reconfigure processes through a graphical interface that eliminates hand-scripting. Email ticket creation. Reporting process

What do you dislike?

Configuration cost: It's little expensive.

Recommendations to others considering the product

Strongly recommend - Easy to use as well as there is a lot of functionalities. Also, you can customize the way you like.

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

Email ticket creation is helped us greatly in tracking the status of issues and bring them to closure.

Micro Focus Service Management Automation review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Review Source

"HPSM: A Work in Progress"

What do you like best?

Being able to use templates to log tickets for known issue is invaluable. Also that there are F key shortcuts for a lot of things so you can bind those buttons to your mouse to make HPSM use more efficient.

What do you dislike?

HPSM, at least for our company, freezes a considerable amount throughout the day. When escalating a ticket or closing a ticket it takes a good chunk of time. Also there are a lot of fields that you do have to fill out for each ticket which makes the whole process more cumbersome than it should have to be.

Recommendations to others considering the product

Explore all of your options and don't make a quick decision.

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

This tool allows us to track all of the work that we do and solev technical issues in a timely and fashionable manner.

Micro Focus Service Management Automation review by User in Financial Services
User in Financial Services
Validated Reviewer
Review Source

"Great Experience"

What do you like best?

I liked that there were so many tools in one ticket system and has a great and accessible interface.

What do you dislike?

I'm not sure what would happen if the service just stopped working, and I feel like if there is an issue it would be hard to back bounce from.

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

It helps to clean up and make certain tasks easier, as well as improving performance significantly.

Micro Focus Service Management Automation review by Administrator in Retail
Administrator in Retail
Validated Reviewer
Verified Current User
Review Source

"Features and Functions for all occasions"

What do you like best?

The HTM5 interface brings a nice clean look not seen in other products and the full features make sure all requirements can be met with the relevant customisation.

What do you dislike?

The product can seem a little slow due to the sheer amount of data being churned.

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

Incident, problem and change are the key areas that we provide but lately we have added CMDB integration with SM data being federated back to the CMDB browser.

Micro Focus Service Management Automation review by Romario G.
Romario G.
Validated Reviewer
Review Source

"Hp service manager has gotten better"

What do you like best?

Hp Service manager has put in a lot into a single working app. although i did have issues with indexing.

What do you dislike?

I dont like the idea of it being Java base. it crashes way too frequently

Recommendations to others considering the product

HP the brand itself is a company we can trust. why not try it

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

reports and to record trends. its a great tool for I.T profersionals and as one of the leading ones theyve done a good job at fixing issues with the software.

Micro Focus Service Management Automation review by Richard B.
Richard B.
Validated Reviewer
Review Source

"HPSM Service manager review"

What do you like best?

I like how I can seemlessly provide support with this tool. I am able to locate previous and past information on older tickets to assist me with helping others.

What do you dislike?

A Slight Dislike I have is we do see some system slowness/timing out.

Recommendations to others considering the product

N/A

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

our main use for HPSM is to have a place for people to send us tickets to request access. it also allows us to create tickets in between our different departments and find information quickly.

Micro Focus Service Management Automation review by Desiree H.
Desiree H.
Validated Reviewer
Review Source

"easy to use! "

What do you like best?

Love it! Everything is so easy to find. I can keep up with clients and help find solutions for them! Its an awesome asset to have. Makes my life easier and I also keep my customers happy! Its a win win situation.

What do you dislike?

I would want to see more customization within the software

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

Everything is easy to get a hold of. I can easily retrieve the data I need

Micro Focus Service Management Automation review by Matthew W.
Matthew W.
Validated Reviewer
Review Source

"HPSM Review"

What do you like best?

HPSM Ticketing system has made our company process more efficient. we are able to assist our customers quicker and allows us to properly provide the user with access being requested

What do you dislike?

System times out/ laggy. Approvals may not always create a task for us to complete.

Recommendations to others considering the product

N/A

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

Granting Access to to users/providing IT support to end users

Micro Focus Service Management Automation review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Experienced in SM starting from data management, training and process management"

What do you like best?

- Ability to customize Processes using Process Designer

- Integration with other tools like OO and uCMDB

- Ability to start Processes both from SD (Interaction)

- Possibility to relate different types of tickets and the ability to raise ex. Change from KE record, Problem from Incident directly

What do you dislike?

- Use of Knowledge Management, not always user friendly

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

Helpful in a multi-area environment, gives the possibility to customize processes depending on size of the area (by using Process Designer). In line with ITIL v3

Micro Focus Service Management Automation review by User
User
Validated Reviewer
Review Source

"good ticketing tool"

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?

if you want to customize,upgrades are lengthy.

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

Approval for software/hardware requests from stakeholders have been so much easier.

Micro Focus Service Management Automation review by Chidi N.
Chidi N.
Validated Reviewer
Review Source

"Hp Service Manager Experience "

What do you like best?

how fast easy and accurate ticket handling is and also it improves efficiency

What do you dislike?

It takes a while to train someone and have them fully comprehend how easy it can be

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

The automation of trouble tickets sent in from users has mad it easy to delegate work

Micro Focus Service Management Automation review by User in Insurance
User in Insurance
Validated Reviewer
Verified Current User
Review Source

"Solid product but has room for improvement"

What do you like best?

Workflows are extermely useful. The linking of parent/child tickets is easy.

What do you dislike?

Queues do not auto refresh. In my organization we work direectly from HPSM queues and need to constantly refresh in order to see new work.

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

We are handling day to day customer issues .

Micro Focus Service Management Automation review by Flavien R.
Flavien R.
Validated Reviewer
Review Source

"HP Service Manager"

What do you like best?

The possibility to customize everything and the layout

What do you dislike?

It's a bit too white so you need to provide color in your dashboard

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

Reduce incident, manage service provided

Micro Focus Service Management Automation review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Review Source

"Office manager"

What do you like best?

Easy to follow, easy to teach to the other employees.

What do you dislike?

troubleshooting when learning how to navigate through the set up.

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

Helps keep our office finances organized

Micro Focus Service Management Automation review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Its ok"

What do you like best?

The knowledge base is a great tool that works when it is indexed properly.

What do you dislike?

Being java based, its prone to crash when others run bad queries causing downtime for the entire company.

Recommendations to others considering the product

Price price price

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

IT is everything and an IT help desk tool that is reliable is critical. We have since moved to ServiceNow.

Micro Focus Service Management Automation review by Administrator in Civic & Social Organization
Administrator in Civic & Social Organization
Validated Reviewer
Review Source

"excellent"

What do you like best?

I love everything about HP. The software is so easy to use especially for a small to medium business. I would definitely refer this to other companies.

What do you dislike?

There was nothing I didn't like about the program

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

HP software helps me generate my reports needed for the company.

Micro Focus Service Management Automation review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Review Source

"Using HPSM"

What do you like best?

I can quickly view what incidents are tied to me and I can keep track of what I have done.

What do you dislike?

Lack of features. Not easy to fix a mistake when creating incidents.

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

To resolve end user issues that has been escalated by help desk.

Micro Focus Service Management Automation review by User in Government Relations
User in Government Relations
Validated Reviewer
Review Source

"HP Service Manager Review"

What do you like best?

Full facilities mgt. plus asset grouping, workflow, dashboard analytics and FDA compliance. Versions: Server, Hosted, Mobile, Desktop

What do you dislike?

I did not have much dislikes about this software. All in all this is the best program I have come across.

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

None at the time

Micro Focus Service Management Automation review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Hp service manager usage"

What do you like best?

Good for service desk, change management and task management

What do you dislike?

HP service is bit slow when compared with other such tools and the extent we can customize is pretty limited

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

Network support

Micro Focus Service Management Automation review by User in Insurance
User in Insurance
Validated Reviewer
Review Source

"HP Service Manager"

What do you like best?

The ability to create interactions and escalate to a level 2.

What do you dislike?

It's slow and clunky. Somewhat hard to use

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

To write tickets for issues that end users are having

Kate from G2 Crowd

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