The tool is simple to use, thus making it very user friendly. Customization depending on different needs is simple to achieve, making it a great tool for a diversified set of users.

The codeless configuration aspects also adds to the user friendliness as it simplifies configuration tasks. Review collected by and hosted on G2.com.

Some modules are less developed than others. Review collected by and hosted on G2.com.

Fast restarting if the service is broken. Nice interface for end users and a good interface for developers. SM has a deep opportunity for tunings, better if there is a company administrator of SM with at least 3 SM courses x 5 days at the HP education center (basic, administration, developer). Review collected by and hosted on G2.com.

If the SM service is broken, it can't automatically report that problem. And sometimes SM can't restart its own process. Also, SM must have deep tunings according to the business process, and the out-of-the-box version does not work properly. However, that situation helps integrators to make money from implementation. For example, +40 Java scripts, +4 web interfaces, +10 paper processes, +3 integrations will take about one year for one person or half a year for three people, if those people already have experience and already have finished scripts, so that time is needed to construct processes, make some adaptations, and test the solution. If the work is done just after completing courses, then it takes much more time, for example, 3-5 years. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

HPE has a hosted solution and people think ServiceNow is the be all. Review collected by and hosted on G2.com.

Vast variety of available processes although I have not used many of them. Review collected by and hosted on G2.com.

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.

Review collected by and hosted on G2.com.

Allows for quick offloading of repetitive tasks and allows end user self service Review collected by and hosted on G2.com.

Some aspects of the solution can be a little difficult to setup Review collected by and hosted on G2.com.

It is a Process-driven tool. It reconfigure processes through a graphical interface that eliminates hand-scripting. Email ticket creation. Reporting process Review collected by and hosted on G2.com.

Configuration cost: It's little expensive. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Process Designer

Context Aware Search powered by IDOL Engine

Dashboards Review collected by and hosted on G2.com.

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

Self Service Portal Review collected by and hosted on G2.com.

I liked that there were so many tools in one ticket system and has a great and accessible interface. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.