OpenText Service Manager

Score9 out of 10

43 Reviews and Ratings

Community insights

TrustRadius Insights for OpenText Service Manager are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Well-designed User Interface: Multiple users have praised the product's well-designed and intuitive user interface. They have found it easy to navigate and perform tasks efficiently, resulting in a smooth user experience.

User-friendly: Many reviewers have mentioned that the product is user-friendly. They appreciate how easily they can understand and use the features without any confusion or complications. This has helped them complete their work quickly and efficiently.

Efficient Task Completion: Several users have highlighted the efficiency of the product in helping them complete tasks. They feel that the user interface allows them to quickly access the necessary tools and functionalities, enabling them to accomplish their work in a timely manner.

Reviews

2 Reviews

up for HPSM

Rating: 10 out of 10

Incentivized

December 16, 2016

Use Cases and Deployment Scope

HPSM is a very powerful tool out of all the ticketing tools I have used in all my 8 years of IT industry. It has lesser downtime when compared to others and is properly synced w.r.t [with regard to] CI's and stuff. The best part is that it has various sections like change, request, Incident and problem and a chance of adding others. I have supported even the infrastructure level of HPSM and feel that it is very easy to upgrade and very convienient for patching. We have 24*7 support from HPSM which is the wonderful part when compared to other tools and technologies. Catering user needs secially with the approvals is a cherry on the top. Really enjoyed and appreciated every moment I worked with 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.

Likelihood to Recommend

I would definitely recommend HPSM after working with various other ticketing tools, as it supports and provides the best value and user friendly and quite adaptive to the modern technology mainly the SMS feature, where users were notified for any issues when there are tickets raised. Upgrades and the support provided by the HPSM tech staff is commendable.

Verified User

Employee in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

A review of HPSM from a Sr. Service Desk employee

Rating: 5 out of 10

Incentivized

May 10, 2016

Use Cases and Deployment Scope

HP Service Manager is used at Northwestern Mutual as a tool for the service desk, and "n-tiers" to document their work. It is used by the majority of the IT area to be able to resolve issues in the field and the home office. It addresses all technical issues addressed to us by the field including but not limited to: computer issues, computer setups, application issues, LAN/WAN issues, password support, etc.

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.

Likelihood to Recommend

HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.

Sebastian Torres

Senior Field Help Desk Technician in Information Technology at Northwestern Mutual (5001-10,000 employees)

Vetted Review

2 years of experience

View profile

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A review of HPSM from a Sr. Service Desk employee

Rating: 5 out of 10

Incentivized

May 10, 2016

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Sebastian Torres

Senior Field Help Desk Technician in Information Technology at Northwestern Mutual (5001-10,000 employees)

Vetted Review

2 years of experience

View profile