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,
- 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.