HxGN EAM (formerly Infor EAM) is a configurable enterprise asset management platform. The solution was acquired by Hexagon from Infor in late 2021.
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OpenText Service Manager
Score 9.0 out of 10
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OpenText™ Service Manager (formerly from Micro Focus) is scalable service desk software powered by machine learning, analytics, and automation. It provides an ITSM platform for standardizing service delivery and support across the enterprise.
EAM is a very capable application without necessarily making it a complex tool to use. The nice thing with EAM is that, thanks to its configuration capabilities, it can be implemented in a multi-stage manner where users can start simple and then later (and over time) expand the usage as they learn or better understand its full potential.
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.
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.
EAM is overall simple to use, especially since the UI and individual forms can be configured per user group with simple clicks by a system administrator.
The user support is better than average when comparing it to other software vendors we use. Normally they reply very quickly, but there is also a tendency to even reply too fast without fully analyzing or understanding the whole underlying problem. However, when we ask support to escalate something to the development team, this is done quickly as well.
HxGN EAM is relatively comparable. Much of the software solutions for large enterprise businesses offer relatively comparable features and functionality. For example, integration with our organization's asset management strategy. The set-up of the asset management is organization-specific depending on the type of assets. At our organization, it was primarily equipment and buildings. HxGN EAM stacked up well against the other major solutions such as SAP EAM, IBM Maximo, etc. It may be best to include it as part of the options assessed for a solution to consider.
Infor EAM works as well as the data contained. Management has to be dedicated to a change in culture and everyone must buy into this.
Infor EAM is very useful in exposing shoddy maintenance practices, or poor reaction to required maintenance. A company cannot be afraid to let the system work for them, and take the necessary actions to improve maintenance practices to prolong the life of their investments.
The only negative, is as mentioned above, Infor has the capabilities with KPIs and custom reports to easily identify unacceptable maintenance practices.
