4 out of 5.0, Reviewed 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
3 years contract duration maximum : or include non restrictive exit clause
simplicity and speed to implement end user interface very simple modern feeling tool
time to release innovational changes
bring in additional expertise in terms of IT proceses and best practices
Assign an experienced ITSM tool Manager internal role to coordinate with vendor at time of implementation
lack vendor input on IT service processes expertise and best practices
4 out of 5.0, Reviewed Sep 19, 2016
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.
Have sponsorship from the top down so you don't run into access issues during discovery.
Its ease of implementation.
Mapping can be confusing to the laymen.
Offered more qualified solution specialists.
I would have done it sooner.
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 May 10, 2016
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.
Understand what kind of reporting you are trying to achieve.
It's a standard out of the box ITIL framework.
Could provide documentation.
Address the outcomes and clarify reporting.
The release control tool provided no value.
5 out of 5.0, Reviewed Mar 22, 2016
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.
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!
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.
Some work needed on the onboarding experience for new customers, but this is getting better.
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.
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.
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 Mar 9, 2016
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.
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)
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.
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".
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.
The features we have implemented, we love. W
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 Mar 8, 2016
Strong tool steadily improving
Keep customzations to a minimum, HPE will come around eventually...
Unsurpassed Big Data features are my favorite featurs in HPSM
Weak on Service Catalog Management
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.
Less tailoring, more out of the box
2 out of 5.0, Reviewed Mar 3, 2016
Capability limitations required developing processes outside of the product to manage data that should have been manageable from within the product.
Verify that all interface requirements can be met.
Select a different product
See earlier comment that affected integration. Also found significant perfomance issues with interface tool.
4 out of 5.0, Reviewed Dec 15, 2015
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.
Take it out of the box and use it, try not to add too many bespoke features into the product.
The rate at which updates are realeased and the innovations they bring
The upgrading process is very long if you have bespoke code.
Not bespoke it so much to make it like the old system.
Very capable of big things!
Can't fault support really, I know a lot of the guys personally now, so feel like a real customer.
Integrated well with AD and deployment went well
4 out of 5.0, Reviewed Dec 9, 2015
Strong knowledge and focus on the ITSM market, with coherent portfolio of tools covering every aspects of IT support management.
Keep to the out-of-the-box setup.
Strong integration with other HP tools in the ITSM portfolio, coherent offer.
Stronger load testing.
4 out of 5.0, Reviewed Dec 7, 2015
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.
Rethink the business units need to retain all legacy data.