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. Review collected by and hosted on G2.com.

I'm not very fond of KM - the configuration is pretty complicated and the search not always accurate. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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). Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Still fairly complicated to configure/upgrade (SM 9.34) but HP has improved this with version 9.40 and throug ITSM Deployment Manager. Review collected by and hosted on G2.com.

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.” Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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). Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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) Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.