Micro Focus Service Anywhere [EOL] Valuable Features

it_user468339 - PeerSpot reviewer
Systems Monitoring Engineer at America First Credit Union

From the user perspective - we don't use employee self-service, so I would consider a user the help desk agent. For them, it's the simplicity of live support as it has the big data behind it so as they're going through a transaction or a call with a staff member, they can enter the person's name and it shows past tickets. When they start putting in a title or description it gives them knowledge articles and the related tickets to the issue. They just love live support because it's got that big data behind it. They love the simplicity of the screens that they work with.

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it_user476796 - PeerSpot reviewer
Director, Enterprise-wide Application Services at BC Public Service

Having one system that us and one of our major vendors which happens to be HPE are also able to do a ticket exchange on, so we've got smooth interaction of ticket information. We've got faster time for our agents to open tickets. They find the screens really easy to use, and they're pre-populated with information about our users which our old system didn't have that. They're finding it quicker to get a ticket open and being able to get to asking customers about their incident issues.

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PA
Assistant Director, IT Operations at a financial services firm with 501-1,000 employees

The self-service portal is good. The dashboards are good. It's an improvement over what we had before. We just rolled it out, so we haven't been able to leverage all of the advantages. It's a little early to tell any more than that.

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March 2024
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it_user419169 - PeerSpot reviewer
End User Computing Manager at a consultancy with 501-1,000 employees

The user experience is the most valuable element of Service Anywhere - it's modern and intuitive out of the box, and it looks and feels like the websites our users are used to and expect from a modern website. Our users love to use the self service portal, and our agents can easily and quickly deal with requests through features such as Live Support that make it very easy to have all knowledge and previous requests at our fingertips.

Hot topic analytics gives us great insight into what our users are searching for to greater target future knowledge articles and offerings. They also allow us to see what problem areas are developing across requests.

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it_user494991 - PeerSpot reviewer
ITIL Process Consultant at a consultancy with 10,001+ employees

Big data and analytics are the product’s most valuable features.

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it_user567621 - PeerSpot reviewer
Chief Operations Officer at a tech services company with 51-200 employees

It is very easy to implement and there is great customer experience. When I say "easy to implement", I mean it’s very quick. In terms of time to value, we're talking about a month to do an implementation for the customer.

In our terms, we talk of ITIL Version 3 compliance. This is a tool that, if you implement it, you will be compliant. It's one-stop shopping. It's really, really quick. It's got big data which is a big thing around here, so there is a lot of intelligence brought into the tool. It's got things like smart analytics, which I think for users in South Africa especially, that you know there's quite a low maturity in terms of its ITIL compliance. It helps customers really quickly get on top of the operation, what's going on inside the IT organization. It allows them to respond quicker. We use it as well as sell it.

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it_user464541 - PeerSpot reviewer
IT Service Manager at a transportation company with 1,001-5,000 employees

Incident, Change and Asset management.

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it_user481290 - PeerSpot reviewer
Principal, Enterprise Applications at a tech services company with 10,001+ employees

The product has enterprise capabilities and it comes with out of the box capability. Within the target domain, I think Service Anywhere is a good product with a good feature set.

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it_user568017 - PeerSpot reviewer
CTO at a financial services firm with 51-200 employees

For me, it saves time. It is accurate, secure and reduces overhead cost. Since for me, time is important and this product saves me time, it is good in my books.

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it_user469152 - PeerSpot reviewer
Engineer at a consumer goods company with 1,001-5,000 employees

The most valuable feature that I can see in Service Anywhere is the link to the ETL process. The way that you can manage requests and incidents then link it to a problem it recognizes, and then be able to integrate change in the full process. Also the capitalization with the knowledge, which is really important for the process.

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it_user469152 - PeerSpot reviewer
Engineer at a consumer goods company with 1,001-5,000 employees

The most valuable features are the support management for all requests and change incidents that we can refer to our customers, and the tracking of all action done on support activity.

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it_user430590 - PeerSpot reviewer
Senior Technical Consultant at a tech consulting company with 1,001-5,000 employees
  • Service desktop management
  • Analyzing Big Data
  • Real time Dashboard
  • A cloud service
  • Easy to get feedback from users
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it_user283971 - PeerSpot reviewer
Senior Consultant at a tech services company with 501-1,000 employees
  • Configuration Management
  • Dashboarding
  • Analytics is definitely a game changer and has the potential to provide the organizations with usable data to be to enable them to be proactive in addressing customers’ requirements
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it_user462051 - PeerSpot reviewer
ITSM Operations Analyst at Mentor Graphics

The big data engine, employee self-service portal, and the integrations.

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it_user469626 - PeerSpot reviewer
IT Service Manager at a transportation company with 1,001-5,000 employees

Self service portal and speed of development

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Buyer's Guide
Help Desk Software
March 2024
Find out what your peers are saying about OpenText, ServiceNow, BMC and others in Help Desk Software. Updated: March 2024.
765,386 professionals have used our research since 2012.