3.6 out of 5 (25 Ratings)
Mar 26, 2017
Strong 1st & 2nd line backend support Clear & well-defined system process
Mar 23, 2017
Good support organisation.
Mar 22, 2017
HPSM provides basic functionality for ticket & order management, but the proactiveness is missing. What I mean by that is the automatic highlight of where an organization needs to focus such as a heat map of high issues with different views - heat map by criticality, by the customer, by internal components, by root cause etc. are missing. Also, the user experience is still clunky like it's duct taped on pre-existing thin/thick client rather than redesigning it from a user point of view
Feb 22, 2017
The transition from HP Open View to HP Service Manager was very painful. Partially that was due to a lack of planning and partially due to a change in the functionality available.
Jan 31, 2017
Promises made about initial roll out, implementation, and support have not been realized. Product has not evolved as was promised, ability to realize successes on better service deliver, tracking, reporting and management has been unsatisfactory. Upgrade path is extermely labor intensive and license structure is expensive.
Jan 10, 2017
Really horrible system, extremely uneasy to use. Too much dependent on IE, User Interface is non-intuitive, settings are lost again and again. Changes user's time from mm/dd/yyyy to dd/mm/yyyy, changes their time zones creating a nuisance for the users.
Jan 4, 2017
Difficult to get consultants with deep technical know how and experiences in greater production environments (ca. 10.000 servers with high availability and scalability). project members had a good technical experience, but normal support is slow
Jan 3, 2017
Vendor worked closely with all dedicated teams ensuring each module meet our needs. Formal training was provided. Had our best interest in mind.
Dec 6, 2016
Product is easy to use and contains the necessary functionality.
Nov 6, 2016
has been implemented quickly and is financially attractive however we missed the vendor to bring in the ITSM processes expertise and best practices