One of the of things I like best about HPE Service Manager is while it's 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 I do with the tool, our Process Managers come to our group and say, "We're trying to do this. We're trying to enable this process. We're trying to manage this application. We're trying to do this new thing. How can your tool help?" HP Service Manager's primarily for incident problem change configuration management. When they have a new thing they need to do, my team builds Service Manager to do that new thing.

While the tool works, what makes it work better is I can make it do whatever they need. It's a completely customizable solution to fit with the specific needs of our organization. It does it really easily and really dependably. I never have to worry if the whole thing is going to break. The tool won't break because of the changes that I make to it. My specific thing might not work, that never happens. But the tool itself is not at risk or in jeopardy when we're making these changes to it. They built it with that idea of configuration in mind. I think that's really its real strength and that's where it helps me.

Sometimes, customization is simple. The version we are using now has a nice interface.

The configuration management tools are great. We're using the CMS and it's very valuable. 

The change management and service management are the most valuable modules that we use here in our company.

The solution is simple to set up.

The solution offers good stability.

Technical support is helpful.

The pricing is okay.

They also offer a mobile version, which is quite helpful.

It was easy to implement, as we currently have many HP solutions.

Most of the processes are implemented in place. It's flexible for development. 

It is easy to implement. 

The product has been stable and reliable. 

It's easy to scale. 

It is customizable. 

Incident management is the most valuable because we're using it to manage tickets for an accounting system.

With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013.

• Flexibility
• Scalability

The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation.

The product is completely integrated for our company, so it simplifies a lot. Also valuable is the ability to customize the tools, and learn to follow our process.

It is not so simple for the company. Basically, we are obliged to have an organization in order to do some development. We have a stronger requirement for our business to follow their process and the other very complex extra processes. For example, for change management, we have a very complex process, also due to all the regulators.

It has features such as integration with Skype for Business, smart analytics, and smart ticketing. It integrates with our current proprietary system. It's provides end users with a single interface for multiple types of communication. This is how it is helping.

The GUI interface portion of it is easy to use but when I have to revert to the non-GUI portion, it's very slow. It's very cumbersome.

Process Designer allows us to make modifications to certain attributes with the confidence that they will be forward compatible with new versions.

Service Manager's best features are flexibility and customizability. For example, we can customize reports and dashboards and integrate with third-party systems. 

Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget.

We can have all our requests and incidents registered in one system. We have about 250 employees in the IT department and we have one system. We don't have to email each other and we are sitting in a geographically large company, in many departments and in many hospitals. So it's great that we just have one system and we don't have to call or drive to each other. That's the most important thing.

One of the big benefits that’s come out of this is a centralized view of all IT operations that really enable us to shift resources (people and money) in a real-time way to accomplish whatever we need.

A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure.

The most valuable features are using the Big Data analytics and most of its functionalities like Incident Management, Problem Management, Change Management and so on.

The new feature of the separate dashboard is the most perfect function.

The Survey function that has been added is also a very important feature and all of these features play a vital role.

Service Manager does what it should, but it's quite outdated.

It's a complete service management suite; a complete management product used by the company worldwide for us. It's good. It's a full suite of processes under one tool, fully integrated with all the other HPE software products.

The general integrated service desk incident, the customization, the work flow and the knowledge management. We've got limited deployment in change and almost none in the service request fulfillment.

It's quite a complicated solution. The design has been revamped in terms of GUI. The current interface is quite easy to read. However, it's very much dependant on how everything is set up. Many people manage to have it properly set up with a reduced number of steps to create or to change or to close any other ticket. 

However, one of my latest customers decided to implement some items in very specific ways in terms of dealing with change management that is really bureaucratic but the way they implemented it with the tool was actually quite efficient. The modules were very utilitarian and it became like just clicking boxes. To track changes, track approvals or avoid any changes with support could be implemented in the publisher which made it quite efficient.

The most valuable feature of the solution is usability. We use the tool to keep track of our incidents, technical changes and problems. It enables us to address the root cause of incidents. Also, the service request management is also valuable. It addresses all those areas for us and is pretty key for us.

I like that you can actually customize it for different customers without any kind of problems. You can write some simple scripts to handle some of the workaround solutions that are not out-of-the-box. Recently, the interface has been changed; they changed all the menus.

It's flexible in terms of configuration and making changes. It can adapt to any process in the organization. It can be customized.

It's a new version with a fresh interface and incident management. The SMAX is the most recent that I remember and behind that is the smart service, it's a smart search when entering the system, it automatically recognizes an incident, takes a screenshot and opens a ticket. It's nice progress made to the user interface and incident management.

The codeless configuration is more simplified. Most of the customer's requirements can be done without coding, it's simple and very quick.

It has nice charts.

Most of the time it's the value it can provide, as long as you've got it properly mapped out. So the most important factor is being able to gather all the data into one place and then you can distribute that information across to other areas, and they can then benefit from it.

Approval routes for catalog items: We can now set up multiple, different approval routes and have a nice front end for the users.

The most valuable features are the ability to track tickets, analyze incidents, and get dashboards on how the environment is performing in terms of incident management. For example, when there's network downtime, you're can track how long it takes to resolve incidents. So you can see how long it took from the time the ticket was created to escalate it if necessary, and how long it took to close it.

It allows us to manage all of our incidents and requests in a single location where we have multiple applications previously.

The most valuable feature is the whole compact thing. The ticketing tool has everything in it that we need.

There are some ups and downs. On the upside, we don't need to create any very complicated integrations because it's quite compatible with all the other HPE tools which we need for our end-to-end business. On the downside, it cannot really operate in the cloud; but other than that, everything is good.

It's pretty well-structured in modules.

The flexibility and the integrity of the product. It allows me to have a rock-solid platform for change, problem, and incident control.

• It integrates well with multiple Management Information Bases (MIB's).
• It can detect the Cisco switch backplane's latest condition

• Configuration options with very granular control parameters.
• Workflow support and ability to support events.

It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature.

I don't use it as a technical person, but just as a regular user. It helps to register things, to see the changing parts, and to correlate incidents. I'm talking about Operations Bridge with automation. We also achieve a lot, such as deploying infrastructure, automating our daily routine tasks, and things like that.

The fact that it's highly customizable is the most valuable feature for us. We can change it to suit our business needs. It's also really intuitive and easy to use.

It is a rich content solution. We use automation services on HPE.

It gives me all the components I need to support my enterprise. It provides me with instant problem change, knowledge, configurations, and, specifically, gives me the functions to perform a good service test.

We are an organization with 45,000 assets. Service Manager gives us a single system where everything is centralized in one base. We can log onto the equipment so we know when the equipment is, for example, freezing in the live environment.

The integration between HP tools.

Fast, responsive and modern design. It's used throughout the company and is a very valuable asset.

Customization of SD, IM, PM, CM modules, general behaviour.

The ability to properly follow ITIL v3, from interaction thru request, catalogue, problem and change.

It has an intuitive front end which allows us to roll out good customer end user experiences.

Its flexibility and ease of customization are its most valuable features.