What users are saying about

Apptio

13 Ratings
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Score 6.4 out of 101

Micro Focus Service Manager

38 Ratings
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Score 7.3 out of 101

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Likelihood to Recommend

Apptio

If you are trying to understand your IT costs and have cost pools and services defined then you are in a good position to move forward. If you are missing one of those items, spend the time getting that figured out before trying to implement the system. You can do that in parallel and use the ATUM model but it will not be an quick implementation. Ask what services Apptio can help with during the implementation process. They have some very good resources that can help provide best practice details from other customers.
Rick Eckoff profile photo

Micro Focus Service Manager

HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.
Sebastian Torres profile photo

Feature Rating Comparison

Incident and problem management

Apptio
Micro Focus Service Manager
6.9
Organize and prioritize service tickets
Apptio
Micro Focus Service Manager
5.7
Expert directory
Apptio
Micro Focus Service Manager
5.0
Service restoration
Apptio
Micro Focus Service Manager
8.6
Self-service tools
Apptio
Micro Focus Service Manager
7.5
Subscription-based notifications
Apptio
Micro Focus Service Manager
5.1
ITSM collaboration and documentation
Apptio
Micro Focus Service Manager
8.3
ITSM reports and dashboards
Apptio
Micro Focus Service Manager
8.3

ITSM asset management

Apptio
Micro Focus Service Manager
6.1
Configuration mangement
Apptio
Micro Focus Service Manager
6.7
Asset management dashboard
Apptio
Micro Focus Service Manager
5.9
Policy and contract enforcement
Apptio
Micro Focus Service Manager
5.8

Change management

Apptio
Micro Focus Service Manager
6.1
Change requests repository
Apptio
Micro Focus Service Manager
5.9
Change calendar
Apptio
Micro Focus Service Manager
5.9
Service-level management
Apptio
Micro Focus Service Manager
6.7

Pros

  • Apptio Technology Business Management is easy to use from a reporting standpoint. Reports can be created quickly and end users can filter as needed to retrieve the desired data.
  • Apptio Technology Business Management has been able to eliminate manual processes that involved numerous Excel spreadsheets. This enables the users to spend more time on analytics and less time on data manipulation.
  • The transparency that Apptio Technology Business Management provides at the click of a button helps reduce the number of questions that the IT area receives. When questions are raised they are more focused and easier to understand.
Rick Eckoff profile photo
  • We have a web based version and it's nice logging into it from the web.
  • It is nice that it has a favorites/dashboard where you can save your Knowledge Articles, open a new ticket, and access other shortcuts quickly.
Sebastian Torres profile photo

Cons

  • Features are becoming easier to use, but like any software there is a constant progression
  • Getting companies on the right track for not only finding data but collecting consistent data
No photo available
  • When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
  • It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
  • It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
  • When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
  • I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.
Sebastian Torres profile photo

Likelihood to Renew

Apptio10.0
Based on 4 answers
Great tool, great value.
Dennis Otieno, MBA, PMP, MCITP profile photo
No score
No answers yet
No answers on this topic

Usability

Apptio9.0
Based on 1 answer
Apptio is proving to be a relatively user-friendly product, assuming proper skill sets and training. Enterprise Analytical abilities to support the proper data readiness and implementation are key.
No photo available
No score
No answers yet
No answers on this topic

Reliability and Availability

Apptio10.0
Based on 1 answer
Excellent, so far. SaaS-based...assuming effective data links and connectivity
No photo available
No score
No answers yet
No answers on this topic

Performance

Apptio10.0
Based on 1 answer
Excellent, so far.
No photo available
No score
No answers yet
No answers on this topic

Support

Apptio9.0
Based on 1 answer
Solid support so far, primarily focused on implementation
No photo available
No score
No answers yet
No answers on this topic

In-Person Training

Apptio10.0
Based on 1 answer
Excellent. We were able to coordinate an onsite course for several vs flying everyone to Apptio Training in Seattle.
No photo available
No score
No answers yet
No answers on this topic

Online Training

Apptio9.0
Based on 1 answer
Was simply used to get familiar with the tool. Good introduction to the in-person course.
No photo available
No score
No answers yet
No answers on this topic

Implementation

Apptio9.0
Based on 1 answer
Well, so far. Apptio Consulting covered specific model architecting areas particularly. Most of the heavy lifting is being done in-house with support from Apptio as it relates to tool impacts and needs. Some administrative tasks were redundant
No photo available
No score
No answers yet
No answers on this topic

Alternatives Considered

There is no true competitor that is even comparable to allowing the same capabilities and benefits Apptio provides. It is ground breaking in every sense of the word and will make a huge difference for each and every customer. It can be very complex at times, but like everything in life anything worth implementing takes time, effort, and some growing pains.
No photo available
More features
Mike Zukerman profile photo

Return on Investment

  • All positive! It has been beneficial to each and every customer and is a relatively quick implementation process
  • The savings that are provided by finding unnecessary servers, expensive storage, or even phone bills that are not being utilized but paid for is incredible
  • Employees can make better decisions based off facts and not off assumptions of the unknown benefit of the IT department
  • IT is now treated as an asset to the business and not just an expense. Companies can now make better tech investments and increase their productivity!
No photo available
  • We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
Sebastian Torres profile photo

Pricing Details

Apptio

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Micro Focus Service Manager

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details