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3.8 out of 5.0 (15 ratings)

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We have aggregated ratings data on Hewlett Packard Enterprise but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): HP UCMDB

    HP CMDB Review

    Overall Comment

    We were already utilizing a suite of Service Management tools from HP (Asset Manager, Service Manager, Connect-It). Deciding to go with the HP CMDB over another product made the most sense for our organization. Our implementation times were cut down due to the expertise with other HP Tools. We were able to design and implement in under four months and start providing value to our Tech staff almost immediately. Mapping and discovery were made easy by the tools GUI interface We were able to use our existing 3rd party staff to implement without generating more cost to the organization.

    What one piece of advice would you give other prospective customers?

    Have sponsorship from the top down so you don't run into access issues during discovery.

    What do you like most about the product or service?

    Its ease of implementation.

    What do you dislike most about the product?

    Mapping can be confusing to the laymen.

    What one thing do you wish the vendor did differently?

    Offered more qualified solution specialists.

    If you could start over, what would your organization do differently?

    I would have done it sooner.

    Service & support - overall comment

    My staff uses the support. I cannot speak directly to their overall rating, becaue I have not used them directly. My staff seems satisfied.


  • 3 out of 5.0, Reviewed

    Product(s): HP Service Manager

    extracting data from the tool is the most challenging part.

    Overall Comment

    We had HPSM previously and customized it. Then we re-implemented the tool to fit out of the box. So far, the tool has a great engine but does not integrate or talk with other tools. Reporting is challenging and the data migrated from the previous system is not accurate.

    What one piece of advice would you give other prospective customers?

    Understand what kind of reporting you are trying to achieve.

    What do you like most about the product or service?

    It's a standard out of the box ITIL framework.

    What do you dislike most about the product?

    Its complexity.

    What one thing do you wish the vendor did differently?

    Could provide documentation.

    If you could start over, what would your organization do differently?

    Address the outcomes and clarify reporting.

    Integration & Deployment - Overall comment

    The release control tool provided no value.


  • 5 out of 5.0, Reviewed

    Product(s): HP Service Anywhere

    Excellent end user experience, and innovative solution.

    Overall Comment

    Our users really like the end user portal. Finally we can give them an experience that matches their expectations from the sites they use when not at work, and it gives us a far better showcase of what we can offer them than we were able to before now.

    What one piece of advice would you give other prospective customers?

    Setup a free demo, apply the sample data and spend some time speaking with pre-sales who can take you through all the things the product can do, and also answer the specific areas you're interested in. Don't try to do everything at once, focus on what's most important to begin with!

    What do you like most about the product or service?

    The end user experience is far superior to all other service desk vendors, and was what ultimately won us over. It's absolutely essential that this is done right, or our user's would just not use it.

    What do you dislike most about the product?

    Some work needed on the onboarding experience for new customers, but this is getting better.

    What one thing do you wish the vendor did differently?

    LDAP syncing of data requires a developer to work with the provided API, or the use of HPE's specialist Connect-It software, both routes requiring a lot of effort to configure. LDAP integration should be built right into the product.

    If you could start over, what would your organization do differently?

    We'd potentially look to engage professional services to help with the implementation. Not because the product is particularly complicated, but just because it would have guided us through the process in a more rapid manner than we were able to do ourselves because of time constraints.

    Integration & Deployment - Overall comment

    LDAP integration is a sticking point that takes a lot of work currently, and other integrations can be complicated. However SSO integration is very easy, as is moving to using your own domain name.


  • 5 out of 5.0, Reviewed

    Product(s): HP Service Anywhere

    It was the easiest Service Desk tool deployment I've ever experienced.

    Overall Comment

    We took 8 weeks to develop our system. The day we went live we had "all hands on deck". We had one problem with some notifications not being sent out and that was detected and fixed in less than 30 minutes. This was the easiest Service Desk tool deployment I've ever experienced. Our Help Desk team lead loves how easy it is to train a new agent to use the product.

    What one piece of advice would you give other prospective customers?

    when comparing other prospects, compare what the 'big data' capabilities will bring to your tool set and compare license structures (I like HPE's concurrent licensing model)

    What do you like most about the product or service?

    Our Help Desk loves the Live Support portal. They have the ability to create, edit, escalate, close and open a new ticket all within the same window. The big data behind the Live Support portal will begin to give "suggested solutions" as soon as you start typing - matching tickets, knowledge articles, offerings and the previous tickets the user has called in with are presented. These features have allowed training new Help Desk agents quicker. New agents feel more comfortable with having all the suggested help presented to them so quickly.

    What one thing do you wish the vendor did differently?

    This is a relatively new product and I understand the need for creation of new features, but I do wish they would spend more time making the current features "solid".

    If you could start over, what would your organization do differently?

    We spent a lot of time up front trying to create a one for one conversion of our previous Service Manager tool to the new Service Anywhere. We tried to recreate all the templates from SM to SAW. We soon decided to stop and look deeper at the features offered in SAW that we have never used before. The "Live Support" portal, "offerings" and the "Big Data" capabilities. We stepped back and created new processes to match the tool. With a fresh outlook on the new tool and features, we brought over very little old data from SM to SAW and started "new". So I would have spent no time trying to convert a one for one conversion.

    Product capabilities - overall comment

    The features we have implemented, we love. W

    Integration & Deployment - Overall comment

    We had a few bumps at first, but we are now completely satisfied with integration to HPE UCMDB, Connect-it, Operations Orchestration and xMatters notification engine.


  • 4 out of 5.0, Reviewed

    Product(s): HP Service Manager

    Strong tool steadily improving

    Overall Comment

    Strong tool steadily improving

    What one piece of advice would you give other prospective customers?

    Keep customzations to a minimum, HPE will come around eventually...

    What do you like most about the product or service?

    Unsurpassed Big Data features are my favorite featurs in HPSM

    What do you dislike most about the product?

    Weak on Service Catalog Management

    What one thing do you wish the vendor did differently?

    HPE Service Manager still has a way to go on Service Catalog Managment. It might be an idea to give that more focus rather than blindly focuaing on new features.

    If you could start over, what would your organization do differently?

    Less tailoring, more out of the box


  • 2 out of 5.0, Reviewed

    Product(s): HP Service Manager

    Implementation issues.

    Overall Comment

    Capability limitations required developing processes outside of the product to manage data that should have been manageable from within the product.

    What one piece of advice would you give other prospective customers?

    Verify that all interface requirements can be met.

    If you could start over, what would your organization do differently?

    Select a different product

    Integration & Deployment - Overall comment

    See earlier comment that affected integration. Also found significant perfomance issues with interface tool.


  • 4 out of 5.0, Reviewed

    Product(s): HP Service Manager

    Very functional tool

    Overall Comment

    Service Manager on the whole has been a good investment for us. The problems we face are due to customizing as poor decisions were made when setting up the product.

    What one piece of advice would you give other prospective customers?

    Take it out of the box and use it, try not to add too many bespoke features into the product.

    What do you like most about the product or service?

    The rate at which updates are realeased and the innovations they bring

    What do you dislike most about the product?

    The upgrading process is very long if you have bespoke code.

    What one thing do you wish the vendor did differently?

    Nothing

    If you could start over, what would your organization do differently?

    Not bespoke it so much to make it like the old system.

    Product capabilities - overall comment

    Very capable of big things!

    Service & support - overall comment

    Can't fault support really, I know a lot of the guys personally now, so feel like a real customer.

    Integration & Deployment - Overall comment

    Integrated well with AD and deployment went well


  • 4 out of 5.0, Reviewed

    Product(s): HP Service Manager

    Implementation was efficient, Going live was a Challenge.

    Overall Comment

    Strong knowledge and focus on the ITSM market, with coherent portfolio of tools covering every aspects of IT support management.

    What one piece of advice would you give other prospective customers?

    Keep to the out-of-the-box setup.

    What do you like most about the product or service?

    Strong integration with other HP tools in the ITSM portfolio, coherent offer.

    If you could start over, what would your organization do differently?

    Stronger load testing.


  • 4 out of 5.0, Reviewed

    Product(s): HP Service Manager

    The tool set is comprehensive for ITSM in an enterprise environment.

    Overall Comment

    Implementation was complicated by business requirements that included retaining 9+ years of data from prior versions, but the product is a mainstay of our service operations for 17,000 customers, incident and change management for over 2,000 servers on premises and in the cloud, running over 600 applications covering everything from SAP to small business unit specialized apps.

    If you could start over, what would your organization do differently?

    Rethink the business units need to retain all legacy data.


  • 3 out of 5.0, Reviewed

    Product(s): HP Service Manager,HP UCMDB

    Impressed and meets our needs.

    Overall Comment

    Great partner, professional and speedy.

    Product capabilities - overall comment

    Meets and exceeds our needs, very pleased.

    Service & support - overall comment

    Great partner, professional and speedy.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(11)
4.2

Ability to understand your organization's needs

(14)
4.2

Timely and complete response to product questions

(13)
4.2

Pricing and contract flexibility (pricing and terms)

(11)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(15)
3.9

How long did your deployment take?

3 - 6 months (<6)

0 - 3 months (<3)

6 - 9 months (<9)

12 months or more

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(12)
3.6

Ease of integration using standard APIs and tools

(12)
3.7

Quality and availability of end-user training

(12)
3.9

Ease of deployment

(14)
3.8
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(13)
4.2

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(14)
3.9

Quality of technical support

(13)
4.1

Quality of peer user community

(8)
4.1
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(15)
4.3

Incident and Problem Management

(13)
4.6

Change, Configuration and Release

(10)
4.6

Self-Service/Request Fulfillment

(10)
3.7

IT Knowledge Management

(10)
3.8

Reporting and SLA Management

(11)
3.6

Process and Workflow Design

(12)
3.8

Data Source/ITOM Tool Integration

(9)
3.4
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Application Lead

Executive Sponsor

Maintenance and Support

Functional Assessment

Development/Integration

Rollout and Install

Technical Assessment

User Training

Vendor/Product Selection

Vendor Management

Other...


What other vendors were considered? Multiple responses allowed.

ServiceNow

Hewlett Packard Enterprise

IBM

BMC Software

CA Technologies

Cherwell Software

Microsoft

Serena Software

Zendesk

Alemba

Freshdesk

Landesk

OTRS Group

SolarWinds

TOPdesk

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process agility

Improve business process outcomes

Cost management

Improve compliance and risk management

Drive innovation

Enhance decision making

Reduce time to market

Other...


What were the key factors that drove your decision?

Product functionality and performance

Pre-existing relationships

Overall cost

Breadth of services

Strong services expertise

Financial/organizational viability

Product roadmap and future vision

Strong customer focus

Strong consulting partnership

Other...