Micro Focus Service Management Automation (SMAX) Reviews & Product Details


What is Micro Focus Service Management Automation (SMAX)?

The machine learning based service desk delivered on-premise or cloud. Micro Focus Service Management Automation X (SMAX) is the first software solution for IT and Enterprise Service Management and IT Asset Management built from the ground up to include machine learning and analytics. Out of the box integrations include the market leading UCMDB and Discovery. It can be deployed on premise or in the cloud—or moved from one to the other as business conditions change—with equally flexible licensing options SMAX provides an engaging and innovative user experience for interacting with IT and other service desks via mobile devices, chatbots, smart email, or through an intuitive to use web based self-service portal. The solution is built on top of the ITOM Platform which allows it to run in different environments ranging from bare metal to virtual, and public cloud AWS and Microsoft Azure solutions. Based on container technology, customers can easily move the solution from one environment to another as business conditions change. The ITOM Platform brings a number of shared services into SMAX and other ITOM solutions such as identity management, license and access management, DevOps life-cycle, task automation, Discovery and UCMDB, machine learning and analytics, dashboard functionality and reporting. SMAX combines three key application areas into a single solution: IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM). ITSM and ITAM are delivered out-of-the-box in SMAX and can be easily extended in a codeless manner also using SMAX Studio. ESM is based on out-of-the-box content, such as HR workflow management, ideation and proposal management, and portfolio optimization. These can as well be easily extended or complemented with brand new content using SMAX Studio. Key Benefits: ■ Low ticket volumes and faster resolution times ■ Improved end-user autonomy and satisfaction ■ Increased service quality and number of service levels met ■ Low total-cost-of-ownership ■ Quick time to value and continuous deliver

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Micro Focus Service Management Automation (SMAX) Profile Details

Micro Focus Service Management Automation (SMAX) Profile Details

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Languages Supported
Arabic, Chinese, Czech, Dutch, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Polish, Portuguese, Russian, Spanish
Vendor
Micro Focus
Company Website
Year Founded
1976
Total Revenue (USD mm)
4,754
HQ Location
Newbury, United Kingdom
Ownership
LSE: MCRO
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
9,284
Twitter
@microfocus
Twitter Followers
40,341
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Micro Focus Service Management Automation (SMAX) Reviews

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1-25 of 57 total Micro Focus Service Management Automation (SMAX) reviews
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Consultant
Enterprise
(10,001+ employees)
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"Machine learning embedded ITIL application"

What do you like best?

- Codeless configuration helps us to easily configure and modify existing forms, workflows, etc according to client requirements.

- Machine learning embedded in SMAX brings advanced features like Smart ticket, smart search, hot topic analysis, etc that help in reducing the resolution time.

- Cloud deployment is an added advantage giving us another alternative to the on-premise deployment

What do you dislike?

- It does not automatically report a failure in services nor is it capable of restarting the processes that failed.

- It is a bit costly when compared to a few other tools

- Setup time is high

Recommendations to others considering the product:

SMAX is an awesome tool especially in terms of customization and features, it takes a little extra time to set up but totally worth it.

What problems are you solving with the product? What benefits have you realized?

SMAX is customized by our company internally and used for internal ticketing purposes. It helps manage change and incident tickets and drive them to completion. With the advanced features provided, we have been able to reduce resolution time and thus increase customer satisfaction.

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Programmer
Computer Networking
Small-Business
(2-10 employees)
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"Nice product for ticketing if have good tuning."

What do you like best?

Fast restarting if service broken. Nice interface for end users and good interface for developers. SM have deep opportunity for tunings, better if have company administrator of SM with at least 3 SM courses x 5day at HP education center (basic, administration, developer).

What do you dislike?

If SM service broken, it cant automatically report about that problem. And sometimes SM cant restart its own process.

Also SM must have deep tunings according to business process, and out of the box version not work properly. However that situation helps integrators for take money from implementation. For example +40 java scripts, +4 web interfaces, + 10 paper processes, +3 integration will take about one year/1 person or half year/3 persons, if that peoples already have experience and already have finished scripts, so that time need to construct processes, some adaptation and test the solution. If do work just after completing courses then it takes much more time, for example, 3-5 years.

Recommendations to others considering the product:

Find a good integrator company with good project team and nice programmers, company that already done successfully some big projects, and you want nearly the same that they done in the project. And that will be the fastest way for using SM. Developing from zero, hours waiting respond from support, testing tons of script code will take much more money, even you will have experience from using product. So believe in experienced peoples, better if they organized in company.

What problems are you solving with the product? What benefits have you realized?

Less time for solving IT problems. Colleagues and managers says that Service Manager helps to speed up common tasks also. I can clearly view what happen with my ticket, view priority, time, person who take ticket, all contact information - telephones and emails, organization information. And I have fast response and opportunity to use SM from any device with browser.

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Senior Software Engineer
Information Technology and Services
Enterprise
(10,001+ employees)
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"HPE service Manager Advantages and Features "

What do you like best?

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?

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.

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.

What problems are you solving with the product? What benefits have you realized?

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.

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IT Business Systems Reporting Architect
Electrical/Electronic Manufacturing
Enterprise
(1001-5000 employees)
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"Good product that evolves quickly! "

What do you like best?

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?

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.

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.

What problems are you solving with the product? What benefits have you realized?

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.

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UA
Mid-Market
(501-1000 employees)
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"A featured but aged software"

What do you like best?

Vast variety of available processes although I have not used many of them.

What do you dislike?

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.

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.

What problems are you solving with the product? What benefits have you realized?

Paperless Change Management Process

Paperless Service Management

Paperless IT Support Helpdesk

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Analyste Programmeur Dev ITIL
Airlines/Aviation
Enterprise
(10,001+ employees)
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"Service manager 9.33 with mixed webtier & rte"

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 problems are you solving with the product? What benefits have you realized?

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.

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ITSM Applicative Architect - Product Owner
Banking
Enterprise
(10,001+ employees)
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"HP Service Manager 9.33 - SOCIETE GENERALE"

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 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..)

What do you dislike?

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.

Recommendations to others considering the product:

It is necessary to consider the last versions of HP Service Manager, wtih codless integration.

Th

What problems are you solving with the product? What benefits have you realized?

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.

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Solutions Architect
Information Services
Small-Business
(11-50 employees)
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"The Best Process Designer"

What do you like best?

Process Designer

Context Aware Search powered by IDOL Engine

Dashboards

What do you dislike?

Though dashboards are built on HTML5 majority of HPE SM screens uses older version of HTML

Self Service Portal

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.

What problems are you solving with the product? What benefits have you realized?

Automating ITSM processes

Visitor Registration process (non-IT process)

Transforming Equipment Service Centre to paperless

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IT Quality & Process Director
Information Technology and Services
Enterprise
(10,001+ employees)
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"SOPRA STERIA - STARS : ITSM implementing HP Service Manager 9.34"

What do you like best?

The capabilities to customize processes by using Process Designers avoiding development (codeless), SMART Analytics (big data) for incident & problem management. Multi-tenancy model (logical data segregation)

- Globality usability of the solution, in line with standards (user friendly, consistency between processes)

- Quality of the delivery, reducing time to migrate (we're now using HP SM 9.34 on production) and testing 9.40 in our lab.

What do you dislike?

Not so many,

Just about the Integration with other ITSM (Case Exchange capability) whihc could be improved, no physical data segregation model (needed for MSP)

Recommendations to others considering the product:

Latest HP SM software

- has a full codeless implementation (ie for all processes) offering flexibility for process customization

- SMART Anlytics for all processes offers add values & productivity improvement for Service Desk agent and L2/L3 teams

- good on-premise solution, if ITSM on SaaS can't be selected

- good integration with other HP (we're using HP OM & HP uCMDB) and non HP Products (we're using CISCO UC)

What problems are you solving with the product? What benefits have you realized?

As a service provider having a multi-tenant model is critical for implemeting a Global Develivery model based on ITIL V3 best practives. HP SM allows that configuration and offers possibility to differentiate processes per Customer by using process designer capability

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ITSM Operations Analyst
Computer Software
Enterprise
(1001-5000 employees)
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"Service Manager 9.31 flexible and highly configurable"

What do you like best?

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?

Difficult to upgrade after all of our customization.

Recommendations to others considering the product:

get a quality support partner and attempt to stay OOB where possible.

What problems are you solving with the product? What benefits have you realized?

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.

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Senior Manager
Information Technology and Services
Enterprise
(10,001+ employees)
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"It Is A Stable Product, Scalable, Good Support, Right Solutions, Easy To Setup"

What do you like best?

What I like best about HPE Service Manager is while it is 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 do you dislike?

HPE has a hosted solution and people think ServiceNow is the be all.

Recommendations to others considering the product:

I Like The Flexibility And The Integrity Of The Product.

What problems are you solving with the product? What benefits have you realized?

It's a completely customizable solution to fit with the specific needs of our organization. It does it really easily and really dependably.

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Service Management Tooling
Banking
Enterprise
(10,001+ employees)
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"The most complete and flexible solution for service management"

What do you like best?

HP Service management is a complete and mature tool, easy to tailor and to fit to any of your companies processes. It works perfectly for IT service management and is flexible enough to support our business helpdesks as well. We've been using for many years, with almost no downtime. Last year we migrated without major issues directly from ServiceCenter version 6 to HP Service Manager version 9.33. All our data is migrated, our screens and workflows without any redesign or huge programming. Our users like the new version a lot and switching from the old production to the new took us less than 1 hour downtime. No user training required.

Using web services we transfer and receive data from different systems and software's. For reporting we use Business Objects.

What do you dislike?

I love to have more possibilities with screen design, html, and CSS3. The technical documentation for tailoring could be more detailed. The SRC (Service Request Catalog) is a very nice interface, however, it is created in FLASH and difficult to customize or modify. It would be nioce if it was created in HTML using CSS3, JS and PHP...

Recommendations to others considering the product:

When you do a migration or a new installation it is wise to have a HP technical account manager for extra support. He will help you to solve any issues that will happen immediately.

What problems are you solving with the product? What benefits have you realized?

We support the majority of out IT processes with the tool: Incident, problem, change and request management. One of the more difficult issues we had to solve was to transfer tickets from our system to the BMC remedy solution used by our colleagues in France. Using web services solved this issue.

On of the major benefits we realized was to use this same software to support our business helpdesk. The same code and software is used to support IT, Facilities, HR, Complaints, Client support and others.

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Solutions Analyst
Utilities
Mid-Market
(501-1000 employees)
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"Pleased with 9.21 and currently upgrading to 9.4"

What do you like best?

HP Service Manager is a very tool-rich software suite which is easy to use and highly configurable. Due to our heavy customizations we had initial upgrade concerns when moving from 9.21 to 9.4 but after an analysis from the HP technical services team, it was determined that it would be a rather seemless upgrade in place procedure.

Furthermore, it is apparent that the development team is listening to its users and including their feedback in further enhancements. For example, the Incident model was unable to spawn individual tasks in previous versions but that is now a built in feature to the latest module.

What do you dislike?

In the current version we are using, customizations are very cumbersome and can have multiple dependencies on many forms. The new version seems to have addressed some of these issues, and will have to reserve judgement until having time to test adequately.

Also, previous reporting capabilities were virtually non existant and we had to export much of our data to another reporting suite. This looks to have been addressed in the latest verison.

Finally, version 9.21 was not robust enough in its original configuration to handle our regularly scheduled Release Management through the Change Management module.

Recommendations to others considering the product:

The only reason I would hesitate to recommend HP Service Manager to other companies is that it may be too much for a smaller operation. The suite is incredibly detailed with incredible levels of detail and may be overkill for a smaller operation. In a case like that, I would be more inclined to recommend Service Anywhere or something similar.

What problems are you solving with the product? What benefits have you realized?

HP Service Manager allows us to track and monitor all of our IT systems from an ITIL framework perspective. It allows us to capture a wealth of data in each ticket created to allow for a thorough audit trail, and subsequently create a resourceful knowledge base.

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Chef d'équipe principal senior
Computer Software
Mid-Market
(501-1000 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Extremelly customizable while maintaining upgradability"

What do you like best?

The speed and effeciency with which we can deliver scalable and professional solutions to meet our clients' needs.

Their support team is knowledgeable and efficient.

They prioritize the systems evolution in what, for me, seems like a logical and fair fashion.

What do you dislike?

Very little actually. They are responsive and engaged with our client. Maybe to only thing would be the overseas support: it is not always easy to be understood (language wise).

Recommendations to others considering the product:

It is a lot of work to put in, but as with any system of this size, the better the planning, the better the growth and usage of the software. Make sure to hire the right people to assist your organization in setting up. Stay involved in the process.

What problems are you solving with the product? What benefits have you realized?

We have put in place a ticketing system and and inventory managenent system for a POS (point of sales) of over 60,000 external clients and over 150,000 devices.

Using HPSM, we can:

received calls from into our call center;

dispatche external suppliers to remedy the problem;

remotely update the software on the devices;

produce the billing requirements;

generate the required reporting;

basically, all that is required to run a business efficiently.

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Supervisor, OSS Administration
Telecommunications
Mid-Market
(201-500 employees)
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"I have a great experience working on HPSM for my company solving a lot of operational challenges"

What do you like best?

I'll only talk about what i like in version 9.4 as a lot of new features really amazes me

The new process designer made the life of administrators easier

interactive dashboards and OOB reports are also a plus.

the new support catalgue is a good idea and can lower the load on service desk for known support cases.

branding and color indication settings are now easy to do without xml coding.

What do you dislike?

availing mass update and mass close function to end users should be available OOB without breaching the security roles assigned to the users.

there is no supported solution for SMS notifications after the depreciation of SCauto.

Recommendations to others considering the product:

in a large scale business, to gain the great advantages of SM you need other tools like CIT, uCMDB, OMi and/or other tools for integrations

What problems are you solving with the product? What benefits have you realized?

automation of operational processes reduced MTTR, duplicated work tasks and increased operational effeciency

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Incident Manager
Information Technology and Services
Mid-Market
(201-500 employees)
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"A good product suddenly became great"

What do you like best?

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot Topics (Problem Management) this is a major step in the right direction.

What do you dislike?

Still fairly complicated to configure/upgrade (SM 9.34) but HP has improved this with version 9.40 and throug ITSM Deployment Manager.

Recommendations to others considering the product:

Others considering HP Service Manager should really look into Smart Analytics. This BigData module gives value directly into workflow for Service Desk and Incident/Problem Management.

What problems are you solving with the product? What benefits have you realized?

We use HP Service Manager manage services delivered to hospitals in the central Norwegian region. Combined with Service Request Catalog (end user portal), SM gives us a great tool for the job.

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AA
Enterprise
(10,001+ employees)
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"SM use in an international company: a benefit to unify the process"

What do you like best?

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).

What do you dislike?

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.

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;

What problems are you solving with the product? What benefits have you realized?

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.

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IF
Enterprise
(1001-5000 employees)
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"Tool with opportunities (9.30)"

What do you like best?

Service Manager provides a rich feature set for all Service Management processes. This is not really differentiating from other tooling but creates a foundation that in combination with other HP tooling, or other vendors aligned with IT4IT.

The real power comes with the integrations that are provided out of the box (or customized). These integrations provide the opportunity to align multiple processes over various platforms creating one source of truth, which for example enables a company to;

- Easily manage monitoring events and escalation of these events.

- Calculate SLA impact per client for a product manager.

What do you dislike?

The Service Manager were using still lacks some functionalities we would like. For example smart ticketing and hot spot analysis. This also reflects why the title contains the word opportunities. The newer versions of Service Manager show great promise not only in additional features were looking for, but also the focus on new technology like HTML 5.

However, on technical level I don’t expect that he configuration work we did on 9.30 will be easier in 9.40 or later versions. Configuration for example is required when attributes are changed, or new CI types need to be pushed. This required changes on forms, databases, scripts and other items in Service Manager. This can be seen as a good or bad thing, depending if you want to go with an OOTB approach or customize to fit.

From my experience with ITIL, I would appreciate an easier solution for;

- Form design (easy addition of attributes, list boxes, auto disabling of elements that are not filled by integration of federation)

- Drag and drop style of interface changes (for example the interface with uCMDB is now done partly with graphical TQL and XSLT. With a simple drag and drop interface it will be more easier to understand and maintain)

These points I mentioned because ITIL isn’t something that is always deployed the same within different companies. So extensive configuration (or customization) is required to tailor Service Manager to match the company process and application landscape.

Recommendations to others considering the product:

Make an extensive roadmap which focusses on the processes and integration of information. Service Management tooling alone will only create limited value. When integrating test management, monitoring, project management and other processes the real value is created.

Besides the roadmap really focus on the way of working and the people. They need to be educated, steered and corrected to ensure data quality and value.

What problems are you solving with the product? What benefits have you realized?

Our goal was to increase the quality of our Service Management processes. This was realized not only by the tool, but also by emphasis on the way of working. The way of working is the most important factor to change.

Part of the quality is the following:

- Redesign of our processes on paper and in the tool. We did benefit from the process designer which was implemented with the help of HP on our current version of Service Manager.

- The service topology approach by HP in combination with the universal data model of the uCMDB provided great benefit. This is still growing due to the implementation of our monitoring tooling at the moment. This tooling will use the service topology to calculate the impact from infrastructure components to the business processes and activities we perform for our customers.

- One way of working was introduced in our company. Because of mergers in the past and recent history the tooling and way of working differentiated between the locations. This was partly solved by Service Manager which created one source for the Service Management processes. The way of working is still something we keep improving, based on what we see in Service Manager.

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consultant Software
Management Consulting
Enterprise
(1001-5000 employees)
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"HP BTO software consultant since 2003"

What do you like best?

Hp Service manager

HP APM-BSM

HP ucmdb 10.3

What do you dislike?

nothing important, specially with new version there is a lot of good and amizing future,

Recommendations to others considering the product:

i recommand user to switch to the new version of SM

What problems are you solving with the product? What benefits have you realized?

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 ......

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CI
Enterprise
(10,001+ employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"A good tool to provide ITSM"

What do you like best?

I like the way that you can easily move from one module to another by being able to open a problem directly from incident etc. That makes it easier to use. I also like the fact that the tool can be connected easily with other HP products like HPOO for example which enables us to provide services faster.

What do you dislike?

I'm not very fond of KM - the configuration is pretty complicated and the search not always accurate.

Recommendations to others considering the product:

Make sure to think your processes through before you apply them. HPSM is an extended tool and the configuration may influence other modules and the way the other teams work. It is highly recommend to have roles like process owners who have the thorough knowledge of both ITIL and the tool so they can help implement the service that will satisfy your customers.

What problems are you solving with the product? What benefits have you realized?

I work on new services deployment for the customers so I work with almost all the modules at the same time. I especially like the connection with the service catalogue that provides easy access to the requests and incidents for the customer. This way they get an easy overview of the state of their case without a need to contact the helpdesk.

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Principal Consultant
Information Technology and Services
Small-Business
(11-50 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"I am an solution architect for HP SM implementations."

What do you like best?

With HP SM 940s' new Process Designer, managing processes have become much more easy to maintain and configure. Turn around times on deploying new processes have decreased significantly. Also the new interface is easier on the eye than previous versions.

What do you dislike?

The reporting module can be enhanced, and made easier for end users to build their own reports. Also the addition of more graph types would aid users in their reporting.

Recommendations to others considering the product:

Ensuring correct and accurate master data, and bed down process before implementation to ensure that the tool does not drive what process needs to be implemented, albeit that HP SM provides nice out of box processes.

What problems are you solving with the product? What benefits have you realized?

Aiding firstly IT in coming closer to business, and allowing business to also have a function on one consolidated platform which has been made much easier by Process Designer. Providing business with a nice interface to interact with various divisions.

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EI
Enterprise
(10,001+ employees)
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"HP SM - migration for 22.000 Users successfull done"

What do you like best?

The turn around time for doing updates is really great, from over a year with Service Center we're now down to 6 weeks for a complete update cycle. Also the options now being delivered (we're on 9.34) and the outlook to the 9.4 version (e.g. Smart Analytics, Change Calender, Automation capabilities) are really good. Especially in conjunction with the other HP tools like ucmdB, OO, CSA and so on.

What do you dislike?

One of the major issues we're still fighting with, is the E2E integration of the entire ITSM suite and the surrounding HP tools (e.g. HP OO, CSA, SA, SAM). This is a challenge due to historical reasons to be fair and HP is hardly working on the issues. So when you want to use Discovered Data in conjunction with managed data and derive action from it (e.g. discover all Wintel systems with a certain patch level, compare it to the managed state, initiate the change automatically and change the managed state after the successful automated completion).

Recommendations to others considering the product:

Be clear about the process borderes, e.g. commercial and technical asset management, have a clear border between change request vs. service request (first is for technical infrastructure changes, second is a customer driven request).Use the opportuntiy to revise your base data (e.g. customers, locations, sla, cause codes and so on) as this is a unique chance. Be clear about your system architecture and consider to built a kind of base data ldap and a case exchange if you have multiple provider scenarios.

What problems are you solving with the product? What benefits have you realized?

System operation costs lowered, system users report about clear performance and handling issues,new options in terms of automation now available to the entire organization, higher level of process standardization, clean up of the data

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EO
Enterprise
(1001-5000 employees)
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"IT Operations Management"

What do you like best?

The products easily integrate and establish a common platform that enables IT departments to operate as Service brokers and transition to the cloud. Additionally, the automation tools improve response times and reduce the resource requirements that are required to “keep the lights on.”

What do you dislike?

Solution Architectural design is critical. If this is not correct from the beginning it makes leveraging the information from the system nearly impossible. While a best practice framework is provided key details are not absent or not clear and this can create situations where organizations do not fully recognize the value of the product.

What problems are you solving with the product? What benefits have you realized?

HP software is enabling our IT shop to be more responsive, reduce support costs, and leverage cloud and big data technologies. Without increasing opex we have been able to improve availability, and effectively shift resources to address the most important business requests, IT pain points, and customer issues.

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Electronic Test Technician
Oil & Energy
Enterprise
(10,001+ employees)
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"Pleasant, efficient, design!"

What do you like best?

What I like best about HP Service manager is the sheer number of tools that it combines into one ticketing system. I really enjoy how easy it is to manage multiple tickets at once, pass them off to co-workers, and change the priority of those tickets on the fly. Look, many office work-spaces and IT groups are dynamic. They're always shifting, always changing. Service Manager is able to be just as flexible as my work-space, and that's why I like it!

What do you dislike?

The main thing that I dislike about HP service manager is exporting to another system. For instance, at the end of every day, I need to take a large export (as a .csv file) and drop it into an excell spreadsheet for metrics reporting. It takes quite a bit of time to compile all the data that I need, and it's a bit of a pain to change the available fields. (although HP said they were going to make this easier in later versions)

Recommendations to others considering the product:

I would absolutely recommend this product to any IT group with a dynamic customer base!

What problems are you solving with the product? What benefits have you realized?

It is so much easier to keep up with my client's demands because of HP Service Manager. The ticket creation process is simple, and we've actually almost got it automated! The main problem that we have solved with HP SM is getting on the same page as our clients. Because of the fast updating and easy/dynamic ticket creation, we always know as soon as our client has a problem, and with the priority system, we are practically unable to let our client's needs slip through the cracks! Basically, what I'm saying is that HP SM is as alive as our company, and that's it's main benefit.

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II
Enterprise
(10,001+ employees)
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"Powerful, configurable and use as much as you want of it!"

What do you like best?

Like a flower from a seed, Service Manager is easy to setup out of the box. It follows the Full ITIL processes where you can simply use "interaction" up to and including a full catalogue, problem, change and config management. Make it even more powerful by adding uCMDB and other tools!

What do you dislike?

Scalability. It's just not scalable for small customers. It's very expensive to setup for SMEs as well as the database costs. Which is a shame.

Recommendations to others considering the product:

Ask yourself whether the overall ROI will pay off.

Is your product configurable? Can it do multi-customer management properly?

Are end-user advanced searches easy to use?

What problems are you solving with the product? What benefits have you realized?

ITIL alignment with Service Management tools. Varieties of different types of customers requirements (Incident only, Problem, Change, Request management and so on).

Multi-customer ability on single platforms too - we frequently see others using their tools for individual customers. With the security that HPSM affords, we can put more than one customer on.

Micro Focus Service Management Automation (SMAX) Features

  • Automate Ticket Routing
  • Ticket Prioritization
  • Ticket Notifications
  • Knowledge Base
  • Knowledge Base/Ticket Integration
  • Dashboards

Micro Focus Service Management Automation (SMAX) User Ratings

7.4
Ease of Use
Average: 8.3*
7.6
Quality of Support
Average: 8.5*
7.0
Ease of Setup
Average: 7.8*
* Service Desk Category
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Micro Focus Service Management Automation (SMAX) Categories on G2