OpenText Service Manager [EOL] Reviews

The fact that it's highly customizable is the most valuable feature for us. We can change it to suit our business needs. It's also really intuitive and easy to use.

It's seamlessly integrated across our business. It's multi-user, but we can tailor it to each individual user as well as make sure that each user group gets exactly what they need. In this way, it brings our business units together.

We have a rather old version, so naturally there have been improvements to the latest versions. The issues we have with web-based access, user-based knowledge access, etc. have already been resolved, I think. I'll know it when we eventually upgrade.

It deploys just fine for us.

We're coming to end-of-life on the product we've got. We're going to replace it soon.

We're not a massive organization. We don't needs hundreds and hundreds of people in Service Manager. So right now, it suits our needs perfectly.

Technical support is excellent. They really bend over backwards for us. We have access to demos and they suggest ways to do things. They're absolutely brilliant.

We're currently looking at the Big 4 vendors: ServiceNow, BMC, IBM, and HP. As we're already an HP customer, HP has a clear advantage.

The integration between HP tools.

• Stricter process implementation
• Better performance

Over 10 years

No

Stability was always an issue untill we did a full load and performance test, since then this is in good shape.

No

Great! 8 out of 10

Good, 7 out of 10

Service Center ran out of support, so we had to switch.

It was complex due to the organization's size, complex customers and a lot of dependencies with interfaces internal and external.

In house team

Stability, lower operation costs, and straight process implementation.

It is a rich content solution. We use automation services on HPE.

We can use it very quickly. It's a good and complete solution, along with a lot of functionality.

The support and functionality of the portal could be improved. There was an old portal and they stopped it in the last version. Though there is a new portal, it's not really clear. It's a problem.

Stability has been fine.

We are a company of 3000 employees and we have been able to use it effectively in our company.

We had to take premium support. The standard support is not enough. Premium support is good but you have to pay more.

The integration is a little bit complex.

The user experience was great. The whole project was integration between the old version to a new version. It was better for the users and they agreed to upgrade to the new version.

We looked at ServiceNow and BMC. The reason we chose this tool was because we could not be on SaaS due to security issues. We were already using an HPE solution so it was easier for us to stay consistent.

Another reason was that ServiceNow is SaaS based and Service Manager is not.

We also looked at Service Anywhere but we could not go into a SaaS solution.
Maybe in the future, our next step would be to move to Service Anywhere within HPE.

Fast, responsive and modern design. It's used throughout the company and is a very valuable asset.

Teams can collaborate with each other in a more dynamic and responsive way.

Bring in new requested features to give the product a faster development cycle, ahead of the game!

1 year

We encountered no major issues with deployment at all.

Stability has been above average. 

The ability to properly follow ITIL v3, from interaction thru request, catalogue, problem and change.

It has an intuitive front end which allows us to roll out good customer end user experiences.

In its current iteration, around 3 years.

No, I have been using HP ITSM solutions now for 13 years.

My only concern is the flexibility of the product in smaller environments. HP do recommend people use their Service Anywhere product for SMEs. Unfortunately the nature of some businesses and agencies is that this isn't possible and they insist on their own in-house tool.

Customization of SD, IM, PM, CM modules, general behaviour.

7-8 years

All the time, sadly.

Same, it wasn't always stable. Actually, I wouldn't call it stable now either.

Hmm, let's see. That functions pretty well...

Now, this is the point where I could write some serious stories about how HP failed to help us.

Nope, I'm all HPSM.

We mainly use this as a service-desk solution for receiving calls, issues, and requests from the end-users.

Its flexibility and ease of customization are its most valuable features.

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

I have been using this solution for 10 years.

Its stability is quite good.

Micro Focus Service Manager's scalability is quite good.

We have more than 10 of our clients using this solution.

In terms of their technical support, they are not great and not very bad. Their technical support should be improved.

The initial setup was not complex at all.

I would recommend Micro Focus Service Manager.

On a scale of 1 - 10, I'd rate this solution a 7.

It helped us conform with ITIL service management requirements.

I would like to see continuous improvement in the HPE SM.

The stability could be better. There are a lot of changes between versions and in the updates.

I think the scalability is good.

It was great to work with technical support.

HPE did the initial setup.

HPE is a strategic partner for doing such work. I would advise colleagues who are considered this solution to take it.