OpenText Service Manager [EOL] Reviews

One of the of things I like best about HPE Service Manager is while it's 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 I do with the tool, our Process Managers come to our group and say, "We're trying to do this. We're trying to enable this process. We're trying to manage this application. We're trying to do this new thing. How can your tool help?" HP Service Manager's primarily for incident problem change configuration management. When they have a new thing they need to do, my team builds Service Manager to do that new thing.

While the tool works, what makes it work better is I can make it do whatever they need. It's a completely customizable solution to fit with the specific needs of our organization. It does it really easily and really dependably. I never have to worry if the whole thing is going to break. The tool won't break because of the changes that I make to it. My specific thing might not work, that never happens. But the tool itself is not at risk or in jeopardy when we're making these changes to it. They built it with that idea of configuration in mind. I think that's really its real strength and that's where it helps me.

When we're doing a refresh of workstations, as everybody needs a new PC every two years, the team that's managing that refresh process, just says, "We want a way to open this refresh ticket. We want it auto-populated with all these specific pieces of information. We want to automatically have a reminder go out X number of days before the refresh. We want an email that can contain these pieces of information and allow the user to click yes or no to these options. Can you make that happen?" And I can. The tool doesn't do that natively but all of those things that they needed it to do it was really easy to set up for them to do all of those things. Making the PC refresh process work a lot simpler without having to come up with, "Okay, how do we build a solution for that." We just build it into something we're already using.

The configuration management tools are great. We're using the CMS and it's very valuable. 

The change management and service management are the most valuable modules that we use here in our company.

The solution is simple to set up.

The solution offers good stability.

Technical support is helpful.

The pricing is okay.

They also offer a mobile version, which is quite helpful.

I don't see anything lacking. They have a very complete solution. They have all modules needed, including portfolio, procurement, financial, and purchasing modules.  

Process Designer allows us to make modifications to certain attributes with the confidence that they will be forward compatible with new versions.

Improved rigor around Change Management workflows has led to increased operational stability. In turn, this means fewer High Severity Incidents, which is another Key Performance Indicator for us.

We predominantly use it for incident management, change management, and knowledge management.

Incident management is the most valuable because we're using it to manage tickets for an accounting system.

With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013.

Sometimes, customization is simple. The version we are using now has a nice interface.

Customization can be difficult at times because scripting is often required.

The most valuable features are using the Big Data analytics and most of its functionalities like Incident Management, Problem Management, Change Management and so on.

The new feature of the separate dashboard is the most perfect function.

The Survey function that has been added is also a very important feature and all of these features play a vital role.

It manages the end user experience for handling tickets. It helps in managing the events that are found for system environments and the end user experience for utilizing the environment systems.

Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget.

Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more. 

The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation.

Let's take request fulfillment. You are assuming the use of an iPhone or a notebook in the past. People sent around a lot of emails to somehow organize. The notebook gets ordered, delivered, installed, and so on. This is now completely organized and standardized in one workflow. And people work on one ticket. There's full transparency and there's no confusion anymore. Time to market is much faster and the email traffic is less. So, it's much better than before.