EasyVista Service Manager vs. Micro Focus Service Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
EasyVista Service Manager
Score 9.0 out of 10
N/A
EasyVista Service Manager is the New York company's ITIL / ITSM service solution.N/A
Micro Focus Service Manager
Score 8.9 out of 10
N/A
Micro Focus Service Manager, HPE Service Manager before the 2017 merger, is an IT service management software platform and option for entities seeking IT service desk software.N/A
Pricing
EasyVista Service ManagerMicro Focus Service Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
EasyVista Service ManagerMicro Focus Service Manager
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
EasyVista Service ManagerMicro Focus Service Manager
Top Pros
Top Cons
Features
EasyVista Service ManagerMicro Focus Service Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
EasyVista Service Manager
8.9
1 Ratings
9% above category average
Micro Focus Service Manager
9.4
2 Ratings
14% above category average
Organize and prioritize service tickets10.01 Ratings8.62 Ratings
Expert directory8.01 Ratings9.62 Ratings
Service restoration9.01 Ratings8.72 Ratings
Self-service tools9.01 Ratings9.82 Ratings
Subscription-based notifications10.01 Ratings9.82 Ratings
ITSM collaboration and documentation7.01 Ratings9.82 Ratings
ITSM reports and dashboards9.01 Ratings9.82 Ratings
Change management
Comparison of Change management features of Product A and Product B
EasyVista Service Manager
10.0
1 Ratings
18% above category average
Micro Focus Service Manager
10.0
1 Ratings
18% above category average
Change requests repository10.01 Ratings10.01 Ratings
Service-level management10.01 Ratings10.01 Ratings
Change calendar00 Ratings10.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
EasyVista Service Manager
-
Ratings
Micro Focus Service Manager
9.7
2 Ratings
18% above category average
Configuration mangement00 Ratings9.72 Ratings
Asset management dashboard00 Ratings9.82 Ratings
Policy and contract enforcement00 Ratings9.52 Ratings
Best Alternatives
EasyVista Service ManagerMicro Focus Service Manager
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
EasyVista Service ManagerMicro Focus Service Manager
Likelihood to Recommend
10.0
(1 ratings)
9.6
(2 ratings)
User Testimonials
EasyVista Service ManagerMicro Focus Service Manager
Likelihood to Recommend
EasyVista
It is well suited for a service-based department, but it can sometimes offer confusion for non-technical users because of the amount information the form fields require. Most customers don't want to write the equivalent of a book to simply say that " I want to obtain a license of Adobe Acrobat and charge it to the department."
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Micro Focus
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.
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Pros
EasyVista
  • Documentation is very important for any technology department. We can easy attach quotes, screenshots of issues, or invoices so that any one looking at the work order once closed can see that the task was completed quickly or may require more resources if needed again.
  • Tracking the progress of your team is also important when considering pay scales or promotions. Reports help you see which employees are going above and beyond and those that are needing extra motivation.
  • Universities have to work as cohesive unit to be successive. Our customers tell is us what is needed for them to do their jobs and we are able to divide the work amongst our staff to continue the quest quickly.
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Micro Focus
  • Capacity management like maintaining CI's and their relations is good.
  • Approvals with HPSM is a cake walk and quite logical.
  • There is no wait for troubleshooting or help, HPSM tech help is always there.
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Cons
EasyVista
  • Customization without the need for lengthy contacts with tech support. Non-technical team members should be able to resolve malfunctions with the interface and its components.
  • A mobile app would make resolving work orders in the field easier. Without the need for a PC-like device to access the program. Many times, weather conditions are not kind to tablets. A cell phone is more reasonable.
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Micro Focus
  • 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.
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Alternatives Considered
EasyVista
There has been less downtime due to incompatible upgrade elements in our environment. EasyVista is takes hours not days to troubleshoot and resolve any functionality errors. Tech Support has been more helpful and reachable.
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Micro Focus
[We selected HP Service Manager because] HPSM is reliable.
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Return on Investment
EasyVista
  • Our turnaround time has decreased steadily use implementing use.
  • Our CIO is update on the progress of his team at all times.
  • The customers feel better informed about their requests from start to finish.
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Micro Focus
  • We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
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ScreenShots