HP Service Manager Review

by Don
(Philadelphia, PA, USA)

HP Service Manager Review

HP Service Manager Implementation:

HP Configuration Management

HP Change Management

HP Universal Configuration Management Database

HP Discovery and Dependency Mapping Software

We are a large finance company with locations all over the world.

In the past, we struggled with multiple tool sets, multiple processes and no one single source of data truth.

After implementing the HP tool set, we have seen a dramatic reduction in time to gather data about our networks, servers, software and applications.

We feel much more confident in our data. We have a single source of truth.

In addition to better tracking of changes, we can quickly determine a changes impact to dependent systems.

Having one unified tool set has allowed us to better plan, manage and support our infrastructure and application environments.

Comments for
HP Service Manager Review

Average Rating

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Rating

Hp Service Manager Interface Not Friendly
by: Anonymous

The interface is complicated and inflexible. Intuitiveness on a scale of very to least is leaning towards least.

The layout takes up the most important areas of screen-space for the least important information.

If you are not the one pulling up the reports, I can see how you feel about the "single source of truth" and the "dramatic reduction in time to gather data".

But, take a peek at the expense for stuffing the data into this system given the poorly designed interface.

Rating

HP Service Manager
by: Anonymous

HP Service mManager is crapware.

- The interface is counter-intuitive, clumsy and slow. It feels like it's designed by a someone without any knowledge of GUI design.
- The interface does not work properly with browsers such as Chrome or Firefox.
- The browser-based client performs poorly across all platforms, and especially so on non-Microsoft operating systems.
- The non-browser client is windows-only even though it is written in java. The client is also cludgy and performs poorly.
- Impossible to properly customize the interface look and feel.
- It's horribly overpriced.

This is not a tool that anyone would be able to use on a daily basis without going mad.

Rating

Stay away, stay far away
by: Anonymous

I am the administrator of a fairly large and complex Service Manager install for a managed services company. We migrated from HP Service Desk to HP Service Manager because Service Desk is end of life. We went with Service Manager because we were able to transfer our Service Desk licenses to Service Manager saving us hundreds of thousand of dollars in licensing fees we would have had to spend for a different package.
Despite the "savings" everyone from the users to the administrators to management all agree the software is crap. We wish we would have spent the money on a different package because it would have been cheaper in the long run and we would not be stuck with this POS. Stay away from this and any other software HP comes out with. It will ruin your life.

Rating

HPSM7
by: Anonymous

Not probably but definitely the worst Customer Service Desk software I have encountered.
The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the customer still waits for a simple problem to be resolved where other systems can do it in half the time if not less. The layout of the interface is terrible, although configurable, still counterproductive. Makes me wonder how crap previous versions were.

Rating

Alternative
by: Anonymous

If you are on HP Service Desk 4.5, have a look at PROLIN then. They offer a new suite which avoids difficult migrations. I am evaluating this currently and I like it. I am curious what my boss will say, when he's back next week, and I tell hem that I will use less of his budget, while I keep all the customizations I did in the past.

To be continued...

Rating

Crap
by: Anonymous

uCMDB is an abomination of a product. The user interface performs horribly unless you happen to be on the same switch as the server. Don't even think about trying to use it over a WAN. Support from the surely Indians at HP is a joke also.

Rating

+1 Crap!
by: Anonymous

Stay away from HP Service Manager! Refuse to waste my time to elaborate on details, this junk already consumed enough of it.

Rating

Need I say more than this
by: Anonymous

Need I say more than this:

http://www.facebook.com/pages/HP-Service-Manager-is-the-worst-piece-of-software-in-the-world/111525055555184

Rating

God awful
by: Anonymous

Hpsm is god awful. It's slow (we have 32gb ram trying to run it); the search feature is bizarre (you have to search each module individually since it didn't occur to hp to use the same number sequence for changes, incident etc). The quality is poor, e.g. it will let you enter negative time when adding an update (why?). You can enter any status you like, it doesn't validate them.

Who wrote this rubbish? You'd get better results with post-it-notes or a spreadsheet.

Rating

Worst application I've ever used
by: Anonymous

I've been in the IT industry for over 15 years now and I can say without a doubt that this application is by far, the worst application I've ever used. I don't recall ever having taken the time to write a review but this application is that bad - so bad that I just had to put this warning out there.

As previously stated, the interface is not intuitive and very inflexible. There are numerous usage paths to take that lead to dead ends - where you have to contact an administrator to delete a task or configuration item just to proceed. For example, it won't accept the start time of a task, but also won't allow you to change it.

Rating

Avoid this like the plague.
by: Anonymous

This is hands down the worst piece of software ive used. Ever.

We made the transition from peregrine to this, and so far our morale/productivity/efficiancy have all plummeted. As much as I love my ticket that im working on taking 15 minutes to close ( with a 20 second pause every time you click a button or switch screens) this program blows.

Also did i menttion the page cannot be displayed messages? Love those! What a great feature! Want to escalate an incident? NOPE "Page cannot be displayed". Want to check your work queue? NOPE. "Page cannot be displayed". And dont get me started on how I love the account timeouts in the middle of updating a ticket.

This program blows.

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