TrustRadius Insights
The product has been praised by users for its ability to effectively manage customer relationships, allowing them to track interactions …
OpenText Service ManagerFormerly Micro Focus Service Manager
Overview
What is OpenText Service Manager?
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.
Recent Reviews
Pricing
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What is OpenText Service Manager?
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Integrations
- Tech Details
What is OpenText Service Manager?
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.
OpenText Service Manager Integrations
OpenText Service Manager Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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Reviews and Ratings
(43)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
The product has been praised by users for its ability to effectively manage customer relationships, allowing them to track interactions and maintain a comprehensive database. Customers have appreciated the user-friendly interface and intuitive navigation, making it easy to learn and use. Reviewers have highlighted the robust reporting capabilities of the product, enabling them to generate detailed insights and effectively analyze data. Users have found value in the seamless integration with other tools and platforms, enhancing productivity and enabling efficient data transfer. The product has garnered praise for its reliability and stability, experiencing minimal downtime or technical issues. The customization options have been commended by reviewers, allowing businesses to tailor the product to their specific needs and workflows. Automation features have improved efficiency for users by streamlining repetitive tasks. Customers have cited prompt responses and helpful assistance from customer support as a positive aspect of the product. The mobile app has been found convenient by reviewers, enabling access and updates on the go. Improved team collaboration and communication have been reported by users, fostering better coordination and information sharing.
Well-designed User Interface: Multiple users have praised the product's well-designed and intuitive user interface. They have found it easy to navigate and perform tasks efficiently, resulting in a smooth user experience.
User-friendly: Many reviewers have mentioned that the product is user-friendly. They appreciate how easily they can understand and use the features without any confusion or complications. This has helped them complete their work quickly and efficiently.
Efficient Task Completion: Several users have highlighted the efficiency of the product in helping them complete tasks. They feel that the user interface allows them to quickly access the necessary tools and functionalities, enabling them to accomplish their work in a timely manner.
Slow and Unresponsive Performance: Several users have expressed frustration with the software's slow and unresponsive performance, leading to inefficiency in completing tasks. This has hindered their productivity and caused frustration.
Lack of Important Features: Many reviewers have mentioned that the software lacks important features, making it difficult for them to perform certain actions and achieve desired results. This limitation has affected their ability to fully utilize the software's capabilities.
Unhelpful Customer Support: A number of users have been disappointed with the customer support provided by the company. They have found it to be unresponsive and unhelpful in resolving issues, which has left them feeling frustrated and unsupported when encountering problems with the software.
Reviews
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December 16, 2016
up for HPSM
HPSM is a very powerful tool out of all the ticketing tools I have used in all my 8 years of IT industry. It has lesser downtime when compared to others and is properly synced w.r.t [with regard to] CI's and stuff. The best part is that it has various sections like change, request, Incident and problem and a chance of adding others. I have supported even the infrastructure level of HPSM and feel that it is very easy to upgrade and very convienient for patching. We have 24*7 support from HPSM which is the wonderful part when compared to other tools and technologies. Catering user needs secially with the approvals is a cherry on the top. Really enjoyed and appreciated every moment I worked with HPSM
- 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.
- I find it as a wonderful tool, no improvements needs as of now w.r.t [with regard to] performance.
97.14285714285714%
9.7
100%
10.0
100%
10.0
- It would help for proper management.
- Help in auditing.
[We selected HP Service Manager because] HPSM is reliable.
HP Service Manager is used at Northwestern Mutual as a tool for the service desk, and "n-tiers" to document their work. It is used by the majority of the IT area to be able to resolve issues in the field and the home office. It addresses all technical issues addressed to us by the field including but not limited to: computer issues, computer setups, application issues, LAN/WAN issues, password support, etc.
- 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.
- 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.
61.42857142857143%
6.1
60%
6.0
N/A
N/A
- We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
I have seen other products but I have only worked with HPSM.