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