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Service Manager 9.31 flexible and highly configurable
What do you like best about the product?
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 about the product?
Difficult to upgrade after all of our customization.
What problems is the product solving and how is that benefiting you?
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.
Recommendations to others considering the product:
get a quality support partner and attempt to stay OOB where possible.
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SM use in an international company: a benefit to unify the process
What do you like best about the product?
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).
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 about the product?
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.
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.
What problems is the product solving and how is that benefiting you?
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.
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;
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;
HP Service Manager 9.33 - SOCIETE GENERALE
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 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..)
Using web services is very easy. We use them to exchange data with different systems (HPOO, UCMDB..)
What do you dislike about the product?
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.
The Integration with other ITSM tools is not yet easy. But we are testing PROPEL SX in our lab to resolve this point.
What problems is the product solving and how is that benefiting you?
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.
- Incident,
- Request,
- Problem,
- Release mangement,
The main advantage we realized was to use one tool to support all these Processes.
Recommendations to others considering the product:
It is necessary to consider the last versions of HP Service Manager, wtih codless integration.
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Great Experience
What do you like best about the product?
I liked that there were so many tools in one ticket system and has a great and accessible interface.
What do you dislike about the product?
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 problems is the product solving and how is that benefiting you?
It helps to clean up and make certain tasks easier, as well as improving performance significantly.
Hp service manager has gotten better
What do you like best about the product?
Hp Service manager has put in a lot into a single working app. although i did have issues with indexing.
What do you dislike about the product?
I dont like the idea of it being Java base. it crashes way too frequently
What problems is the product solving and how is that benefiting you?
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.
Recommendations to others considering the product:
HP the brand itself is a company we can trust. why not try it
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