#1 most frequent
Germany
26.1%6 installations of 23
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.
Categories & Use Cases
Top Performing Features
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4
Change calendar
Calendar showing change schedule to stakeholders
Category average: 8.5
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6
Areas for Improvement
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.9
Service restoration
Impact assessment and automated fixes for common problems
Category average: 8.2
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Who Buys & Uses OpenText Service Manager
#2 most frequent
United States of America
21.7%5 installations of 23
#3 most frequent
Australia
13.0%3 installations of 23
A review of HPSM from a Sr. Service Desk employee
Pros
- 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.
Cons
- 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.
Return on Investment
- We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
Other Software Used
Juniper Secure Access SSL VPN, Symantec Endpoint Encryption, VMware Horizon View
up for HPSM
Pros
- 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.
Cons
- I find it as a wonderful tool, no improvements needs as of now w.r.t [with regard to] performance.
Return on Investment
- It would help for proper management.
- Help in auditing.
Alternatives Considered
JIRA Software
Other Software Used
JIRA Software, ServiceNow