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Great service management solution
What do you like best about the product?
Allows for quick offloading of repetitive tasks and allows end user self service
What do you dislike about the product?
Some aspects of the solution can be a little difficult to setup
What problems is the product solving and how is that benefiting you?
adminstrators spending a large amount of time to perform common tasks
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MicroFocust Service Support Manager - Review
What do you like best about the product?
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 about the product?
Configuration cost: It's little expensive.
What problems is the product solving and how is that benefiting you?
Email ticket creation is helped us greatly in tracking the status of issues and bring them to closure.
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.
HPE service Manager Advantages and Features
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
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.
A featured but aged software
What do you like best about the product?
Vast variety of available processes although I have not used many of them.
What do you dislike about the product?
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.
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.
What problems is the product solving and how is that benefiting you?
Paperless Change Management Process
Paperless Service Management
Paperless IT Support Helpdesk
Paperless Service Management
Paperless IT Support Helpdesk
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.
Service Anywhere is good
What do you like best about the product?
Clean interface and easy to use once your company learns how to set it up to fit your needs
What do you dislike about the product?
The unplanned downtime emails... after it happens
What problems is the product solving and how is that benefiting you?
Use it for IT user problem solving and team escalations
HP BTO software consultant since 2003
What do you like best about the product?
Hp Service manager
HP APM-BSM
HP ucmdb 10.3
HP APM-BSM
HP ucmdb 10.3
What do you dislike about the product?
nothing important, specially with new version there is a lot of good and amizing future,
What problems is the product solving and how is that benefiting you?
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 ......
Recommendations to others considering the product:
i recommand user to switch to the new version of SM
The Best Process Designer
What do you like best about the product?
Process Designer
Context Aware Search powered by IDOL Engine
Dashboards
Context Aware Search powered by IDOL Engine
Dashboards
What do you dislike about the product?
Though dashboards are built on HTML5 majority of HPE SM screens uses older version of HTML
Self Service Portal
Self Service Portal
What problems is the product solving and how is that benefiting you?
Automating ITSM processes
Visitor Registration process (non-IT process)
Transforming Equipment Service Centre to paperless
Visitor Registration process (non-IT process)
Transforming Equipment Service Centre to paperless
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.
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.
good ticketing tool
What do you like best about the product?
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 about the product?
if you want to customize,upgrades are lengthy.
What problems is the product solving and how is that benefiting you?
Approval for software/hardware requests from stakeholders have been so much easier.
Good product that evolves quickly!
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
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.
Service manager 9.33 with mixed webtier & rte
What do you like best about the product?
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.
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 about the product?
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.
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.
What problems is the product solving and how is that benefiting you?
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.
- 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.
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.
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