The Truth Behind HP Service Manager

[oOtanukiOo]

LOL! How many of you work for ServiceNow? :D

SM7 and 9 can be fully tailored by your own IT dept. and yes it requires some skills, which mean they can screw up big time. If you use the out-of-the-box forms then there's no problem at all and even SM7 runs great.

[cabreet]

Copy & Paste doesn't work.  Need I say more?

[facethewoods]

Service Manager is by the single most unusable help desk program I have ever encountered. Nobody, not a ingle person can say anything nice about this horrible program. Buy if if you want to lose productivity.

[KevinGenus]

@facethewoods Then you did something wrong. I stared working with this in 2003 and didn't have many issues HP couldn't resolve. Your problem is you don't know Configuration Management. Sorry for you.

[rtepoo]

Hmm, maybe the solution would be that people that don't understand computer software stop trying to design computer software. Service Manager works great when properly installed and maintained, and when it is in a properly installed and maintained environment, AND you understand the business processes behind it. I guarentee that all the haters do not have Config Mgt implemented. Instead of trying to blame the software, look in the mirror.

[eriwebnerr]

This is a ridiculously over simplified argument. It's like saying Windows 7 is 1981 technology because it was based on DOS. There is a night and day difference between ServiceCenter and Service Manager 9. Just as there is between Windows 95 and Windows 7.

It's fine to have beef with a product, but at least argue the points intelligently.

[ichmod444]

HP Service Manager is like a plague in our company. Everyone hates it and nobody can quite understand why we migrated from Remedy (not exactly an example of perfection either) to this disaster. Our CIO is getting too old to do his job...

[hecate900]

I have used this application personally and extensively and let me tell you..if you want bandwidth intensive, Windows 7 and Internet Explorer compatibility issues..YES THIS IS THE APPLICATION FOR YOU!!

There is NO SUCH THING AS INSTANT in Service Manager!!

Tech upgrades should always have a NET result of MORE Productivity, Service Manager however will lead to the need for more staff to do the same amount of work.

[inachu]

HP Service Manager looks like crap and when you do use it as a demo then it is sent to all IT reps even tho they do not need to be IN THE LOOP/IN THE KNOW.

It is crap software created by old people who want to make work harder

[sg100000000]

6 HP executives dislike this video

[harb37]

SM7 is crap. It took us close to a year to plan and implement the entire software package. It's HORRIBLE! If you configure/update something in it, be prepared to witness inconsistencies/bugs in other areas of the software. Some users couldn't even access the windows client without having to fully reformat their system. If anyone is considering buying Service Manager...don't! This software has certainly deterred me from purchasing anything HP related in the future.

[sexydyberry]

Has anyone seen Service Manager 9? They've supposedly improved the web interface substantially. Is there any truth to this?

[hebra78]

@sexydyberry HP Service Manager 9.0 has a much improved web interface, no doubt about it. I have installed it on a virtual machine, and it looks very good.

[doct0rthrill]

anything hp implements will be scrapped within a year and leaves the customer hanging.

[DThoma2008]

It is a matter of time before SaaS providers like Servicenow and Inteq Infradesk will change the landscape. This market has been waiting for simplification.

[dx111ge]

@thungrim: you are right, if you change a toolset you have to learn , what's wrong with it ????? Did you expect something else ????? For migration, there are tools available and again, is always a question of knowledge .... maybe the skill your current tool was asking for are the wrong skills ?

[thungrim]

dx111ge. Its easy to find out what's wrong. Simply look at the flexibility of every other tool set in the market and compare the skillsets required for them with SM7. What you'll find is that SM7 requires FAR MORE specialized skill while simultaneously providing FAR LESS customization and supportability.

[thungrim]

In one week or two, a person can become competent in Remedy, Magic, Service Desk Express, Heat, Track-IT, or Service-Now admin. How long does it take to become a competent Javascript programmer? How long does it take to learn HP's undocumented internal scripting language for SM7? Way longer... and what benefit are you getting for the extra costs in skillset? ABSOLUTELY NOTHING!!

[weneedhelp]

@dx111ge "you have to learn"

You are correct you have to learn...learn how to deal with constant crashes(soap errors, unrecoverable error refreshing views, etc) slowness, and... well I have been dealing with a lousy product with a rollout which IMO, admins should have been fired and HP contractors hung. Migration? Upgrade? No no ppl plan on an entire restructuring of your current system. POS 10th degree.

[weneedhelp]

and we "upgraded" from HP Service desk 4.5. Did I mention POS?

[Fullcount9]

thungrin - I can't agree with you more. In the same boat. It just doesn't make sense.

[goob0y38]

aye

[thungrim]

Darned right. HP wants us to make our current tool administration skills obsolete, expect us to learn a scripting language that isn't even fully documented, and for all their talk of "migration" what they REALLY mean is re-implementation. Disaster.