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HP Service Manager (v. 9.20) - media

Mfg. Part: T5001DAE | CDW Part: 2175934 | UNSPSC: 43231501
$229.99Advertised Price

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  • (v. 9.20)
  • media
  • electronic
  • UNIX
  • Win
  • English
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This is a physical CD or DVD used for installing the software. Licenses for use must be purchased separately.
Product Overview
Main Features
  • (v. 9.20)
  • media
  • electronic
  • UNIX
  • Win
  • English
You face challenges on many fronts: demand for higher quality in business services, tight resources, constant change. Delivering business value while mitigating risk has never been harder. Step up to the task by focusing on service delivery with an enterprise-strength service-desk solution.

HP Service Manager software is designed with your challenges in mind. With a scalable, service-oriented architecture and out-of-the-box integrations spanning the HP software portfolio, it enables a lifecycle approach to IT service management.

Service Manager is the industry's leading ITIL solution with built-in processes and best practices for rapid time to value, and central control of complete HP solutions for closed-loop incident process and change, configuration and release management.

Technical Specifications
Specifications are provided by the manufacturer. Refer to the manufacturer for an explanation of the print speed and other ratings.
System Requirements
Platform: UNIX , Windows

Distribution Media: Electronic
License Category: Media
License Type: Media
Version: 9.20

Brand: HP
Compatibility: PC , Unix
Localization: English
Manufacturer: HP Software
Packaged Quantity: 1
Product Line: HP Service Manager

Category: Business applications
Subcategory: Business - technical support & helpdesk software

Product Reviews
HP Service Manager ( v. 9.20 ) - media is rated 3.6 out of 5 by 12.
Rated 4 out of 5 by from We use it to track how the environment performs in terms of incident management. Valuable Features:The most valuable features are the ability to track tickets, analyze incidents, and get dashboards on how the environment is performing in terms of incident management. For example, when there's network downtime, you're can track how long it takes to resolve incidents. So you can see how long it took from the time the ticket was created to escalate it if necessary, and how long it took to close it.Improvements to My Organization:There's a lot of accountability now. You can hold somebody accountable for incident resolution. You are able to see when a ticket was created and when a ticket was escalated for resolution. At the end of a period (week or month), you're able to see how the environment is performing in terms of how many incidents have been created, how they've been closed, and how the teams are performing. You get meaningful reports on how teams are doing.Room for Improvement:In the release that we currently have, the biggest challenge was reporting. It didn't have the reports that we needed out of the box. In fact, it didn’t have reports at all out of the box. It was a nightmare.You need to use Crystal Reports to customize your reporting. In the next release, I want Service Manager to have its own reports. Straight out of the box, click a button and you get the report you want. I'm sure that with all the implementations that have been done, there must be some common reports which have been used.Use of Solution:We implemented it in 2014. So far, it's been good.Stability Issues:The product is quite stable. It is quite good.Scalability Issues:The scalability is quite good because we've been able to integrate other products like the Business Service Management into it. From a monitoring perspective, we are now able to create tickets as incidents happen, and correlate the ticket with other incidents. So, it's quite stable and scalable. You can do a lot of stuff with it.Technical Support:We have used technical support through the HPE partner, the guys we use to implement the solution; and, in some cases, through HPE itself.Previous Solutions:Previously, we were using Siebel HelpDesk. It was not suitable for our purposes. We needed something that was ITIL based; so HPE Service Manager fit what we wanted. It is easy to use, cost effective, and ITIL based.Initial Setup:The installation was straightforward. Having previously used a service management tool, I’d say that usage was not so bad. Adoption is where the challenge was. Users were used to calling in with incidents, but now they need to raise tickets. That was a challenge, but it's been sorted out.Other Advice:It's a good product.I would advise colleagues to get the latest release because I’ve been told the reporting has been sorted out in this new release. I am interested in upgrading to get that. If what I'm told is true, then that's a good product.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2017-01-17
Rated 4 out of 5 by from It's fully integrated with all other HPE software products, and supports all our ITIL processes. Valuable Features:It's a complete service management suite; a complete management product used by the company worldwide for us. It's good. It's a full suite of processes under one tool, fully integrated with all the other HPE software products.Improvements to My Organization:From an IT perspective, it improves the way my company functions because it supports all our ITIL processes, all the service management processes; best-in-class processes across the whole IT organization, which is good and important; and all components being connected under the same umbrella.Room for Improvement:There are features that are missing and that can be improved in upcoming releases, and HPE is well aware of those. They're working on those. For example, they need to build a new portal for the end users to access, which is a kind of interface between our end users and IT. They're working on that. They need to have a portal that will be mobile friendly and all that stuff. That's coming up with a new version. It would still need improvement, but they're moving in a good direction.Stability Issues:We have used it for many years. With a previous version, more than five years ago, we showed some instability issues, but I know HPE put a lot of investment in the quality of the new products and the latest versions. Now, for the last 2-3 years, we haven’t had any stability issues.Scalability Issues:It is highly scalable. We already use it on a kind of cloud architecture with several servers. We have what they call "horizontal scaling" with many servers. When we need to increase the bandwidth, we just need to provision some new VMs. It is easy to add to the cluster; so, extremely easy and scalable.Technical Support:We rarely use technical support. We used it a few years ago, when we migrated from another HP product called OpenView Service Desk, which was phased out by HP, to a new one, because we had to get used to working with the new product.For the last couple of years, we have opened very, very few support tickets. It's working fine.Previous Solutions:As I mentioned, we were using another HP product (at that time, it was not yet HPE). It was HP OpenView Service Desk. That was their previous service management suite. When HP acquired Peregrine, with Service Center that became Service Manager, actually, they phased out Service Desk. We moved from Service Desk to Service Manager simply because of an HP – at the time, HP – decision.Initial Setup:Initial setup was straightforward.Service Manager is not a simple product. It's not the kind of stuff where you download the bits, run setup and that's it. There is a lot of tuning and configuration. It's always the same: This product has a lot of configuration and customization capabilities. It's highly flexible, but on the other hand, what you have in flexibility, is also what you find in complexity.For us, it's not an issue that it's somehow not friendly or easy, as you might imagine, but on the other hand, we can do whatever we want. That's the most important thing.Other Solutions Considered:There wasn’t really a shortlist of vendors because, again, HP came to us proactively, announced the fact that Service Desk will be phased out, and indicated that all our licences, all the features, and even more would be available to us at no cost; that is, except the implementation cost, but we did that in house, so it was kind of an indirect cost. There was no cost in terms of new licences or professional services.In general, when we’re looking at a vendor like HPE, Dell or IBM, the main criteria is integration. We’re using a lot of HPE products, and because we're using a lot of their products, we expect that we won't have to manage product A talking to product B and to product C. That is their stuff, and they need to manage that for us.Other Advice:First of all, compare, for sure. We use an HPE product; we still look at other vendors and competitors. We have a long history with HP/HPE. Now, what I would also say is, wait, because in my shop, we know we are a pure customer of this software product. We know it's moving away from HPE going to another company. They say nothing will change. We'll see. I think it brings uncertainty, and they're well aware of that.If I had a colleague or a friend of mine say to me, "I need a service management solution.", I would say, “We have a nice, wonderful solution.” Now, what it will look like in a couple of years is less clear than what I would have said last year. So, we'll see. Normally, nothing will change, but we just know the name of the new company. We don't know what the leaders will choose, even if right now, the HPE people we see say, "Nothing will change." I think that will be the case for one year, but they can't speak for 2-3 years.No vendor is perfect. There's always improvement possible, so nobody deserves a perfect rating. Why not a lower rating? I think they're doing a good job, and they listen to customers.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2017-01-16
Rated 3 out of 5 by from Process Designer allows us to make modifications to certain attributes that will be forward compatible with new versions. Authentication needs to natively support multiple AD forests. Valuable Features:Process Designer allows us to make modifications to certain attributes with the confidence that they will be forward compatible with new versions.Improvements to My Organization:Improved rigor around Change Management workflows has led to increased operational stability. In turn, this means fewer High Severity Incidents, which is another Key Performance Indicator for us.Room for Improvement:Authentication needs to natively support multiple AD forests, since this is typically an enterprise tool with global users.Use of Solution:HP iterations - over 10 yearsSM 9.3.3 - since Dec 2014Deployment Issues:Yes. Upon initial deployment, we did not correctly set up the license containers, which resulted in our floating licenses being active in the system but not available. The issue took some time to identify and fix, resulting in a false start in production.Stability Issues:Yes. In addition to the fat client used by system administrators and support, we rolled out a web client for the general user base. Load balancers were not delivered in Phase 1 (time/cost constraints), and that caused negative user experiences.Scalability Issues:Not so far, but our user model to date has been relatively consistent. Growth in recent years has been driven outside of North America, meaning we have substantially more users and traffic, but it is spread over 24 hours.Customer Service:Our customer-vendor relationship is solid. We get the responses we need to stay productive. From a product perspective, we would like to get more traction of shaping the enhancements in future releases. A large part of that is ensuring we stay current.Technical Support:From a professional service perspective, it's excellent. We partner with HP to support the entire application suite. Anything they cannot resolve is escalated to product support.Previous Solutions:Prior to SM 9.3.3, we had various iterations of SC (most recently 6.2.7) for approximately 10 years. Before that, we had a series of internal processes in place.Initial Setup:Our approach was to install the entire suite globally at one time. This was aggressive and complex, but in hindsight the right choice. There were a great deal of challenges with user adoption, but delivering everything at once eliminated a lot of potential data issues and future integrations/conversions.Implementation Team:Implementation was via vendor engagement for the core team, partnering with our dedicated HP support team (we outsourced support in 2011). Their expertise is solid, and, of course, should they run into challenges, they have direct access to HP product at their fingertips.ROI:The true benefit of HP Service Manager is beyond the modules in the basic package. Leveraging Universal Discovery to create a concrete foundation in the uCMDB allows processes to deliver maximum value.Cost and Licensing Advice:Like anything else, shop around. The beauty of HP's model is the concurrent licensing that they offer. This allows you to build a common foundation for a large audience without feeling every single seat needs to be justified.Other Solutions Considered:Yes. Starting with industry evaluations such as Gartner, we shortlisted three vendors (HP, BMC & SNOW), who came in with proposals around product, pricing, deployment, etc. HP won out based on a combination of factors.Other Advice:I think it's fair to say it is a workhorse. It's extremely reliable, relatively cost effective, scalable, and has good existing integration points.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2016-03-02
Rated 4 out of 5 by from The fact that it's highly customizable is the most valuable feature for us. We can change it to suit our business needs. Valuable Features:The fact that it's highly customizable is the most valuable feature for us. We can change it to suit our business needs. It's also really intuitive and easy to use.Improvements to My Organization:It's seamlessly integrated across our business. It's multi-user, but we can tailor it to each individual user as well as make sure that each user group gets exactly what they need. In this way, it brings our business units together.Room for Improvement:We have a rather old version, so naturally there have been improvements to the latest versions. The issues we have with web-based access, user-based knowledge access, etc. have already been resolved, I think. I'll know it when we eventually upgrade.Deployment Issues:It deploys just fine for us.Stability Issues:We're coming to end-of-life on the product we've got. We're going to replace it soon.Scalability Issues:We're not a massive organization. We don't needs hundreds and hundreds of people in Service Manager. So right now, it suits our needs perfectly.Technical Support:Technical support is excellent. They really bend over backwards for us. We have access to demos and they suggest ways to do things. They're absolutely brilliant.Other Solutions Considered:We're currently looking at the Big 4 vendors: ServiceNow, BMC, IBM, and HP. As we're already an HP customer, HP has a clear advantage.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2016-01-06
Rated 4 out of 5 by from We've been able to come from a base of 27% to maintaining an average of about 92% every month. Valuable Features:It gives me all the components I need to support my enterprise. It provides me with instant problem change, knowledge, configurations, and, specifically, gives me the functions to perform a good service test.Improvements to My Organization:We've been able to come from a base of 27% to maintaining an average of about 92% every month. We improved our service levels and have been able to maintain them for the last four and a half years.Room for Improvement:It needs to be a lot more flexible, a lot more user friendly, and a lot lighter, not so heavy. If it were lighter, it would react a lot quicker and take less of a toll on CPU resources.Use of Solution:We've used it for four-and-a-half years.Deployment Issues:It’s a bit of a beast to manage, so I'd give it 3/5.Stability Issues:The stability is magnificent. The availability of the system and its stability is perfect. I have no issues with it whatsoever.Technical Support:My technical support comes through my technical partner, and I rate them extremely highly. Without them I would be dead in the water.Other Solutions Considered:No, I didn't evaluate other options.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2015-12-27
Rated 4 out of 5 by from It provides us with many types of logs with hundreds of thousands of log entries, but it provides little documentation for how to filter log entries. Valuable Features:* It integrates well with multiple Management Information Bases (MIB's).* It can detect the Cisco switch backplane's latest conditionImprovements to My Organization:* It detects abnormal network traffic -- even from a PC network interface card* It provides us with many types of logs with hundreds of thousands of log entriesRoom for Improvement:It's not user friendly (too complex), and it gives limited guidance documentation of how to filter all the logs detected. We struggle with filtering over 50 types of logs with more than 200,000 lines of log information.It can detect the Cisco switch backplane's latest condition, but I'm unable to find any documentation to provide me the value insight of these logs, hence reducing the power of risk management for my customers' network environments.Use of Solution:We implemented it around 2008.Deployment Issues:It takes around 24 hours to detect all the network equipment & VLANs. If any of the network equipment or VLANs are missing from the finished network topology, you need to delete the whole topology, reset the system, and scan again.Previous Solutions:We previously used a very old version Solarwind, which could only detect CPU & memory. The main purpose for the upgrade project, was due to a broadcast storm occuring with my previous customer.Initial Setup:It took my HPOV classmate and a team of more than 10 people to implement this product, and it has lasted less than four years due to a lack of research of their requirements. Due to the complexity (depending on your project scope, implementation can take around two months to finalize all the needed settings.Implementation Team:We used some very skilful vendors (two freelancers, and a wiring company). The vendors were HP NNI for the server, and HP PI for the manual setup – (including reporting), then the wiring companyCost and Licensing Advice:There are three types of licenses, so make sure the license you select fits into your project scope. It took ove two weeks to verify the licenses, but it has lasted with my customer for more than six years.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2015-08-17
Rated 4 out of 5 by from All service desks and backline teams utilize it for work intake and incident management, but we couldn't deploy it across multiple data centers. Valuable Features:* Flexibility* ScalabilityImprovements to My Organization:This is our “go-to” application for all ITIL processes globally. All service desks and backline teams utilize this tool from a work intake and incident management perspective. Due to its flexibility, it allowed us to come together globally on our IT business processes.Room for Improvement:The tool is constantly improving and has been able to meet our business needs for the most part.Use of Solution:I've been using it for nine years.Deployment Issues:Recently, we wanted to deploy the application across multiple data centers, but with the multi-cast restriction, we weren’t able to do it. They are working on a TCP based communication which should remove this restriction.Stability Issues:Stability was a major issue in older versions of the product. As the product has matured, the stability has improved. It is a Java-based tool that utilizes Jgroups for communication across the servlets. Proper tuning is needed to stabilize the Java servlets and avoid 'Out of Memory' errors.Scalability Issues:Scalability has not been a big issue. The only complexity comes from the amount of Web clients needed to support a large implementation. Maintaining them, doing certificates for SSL if necessary and troubleshooting them at an individual level can get complicated.Customer Service:Customer service is good in the fact that they are friendly and want to help, and they do follow up on issues.Technical Support:Their front line support is poor. They do not have real experience so most issues will take a week or more to address and normally requires their second or third level support, or even their R&D Team. Premier Support is highly recommended if you can afford it.Previous Solutions:No previous solution was used.Initial Setup:It was complex due to the company still defining the processes as they were implementing the tool.Implementation Team:In-house implementation was done.Other Advice:Have a firm grasp on your business processes and how you’d like to see them implemented.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2015-07-02
Rated 4 out of 5 by from One of the big benefits that’s come out of this is a centralized view of all IT operations that really enable us to shift resources. Valuable Features:One of the big benefits that’s come out of this is a centralized view of all IT operations that really enable us to shift resources (people and money) in a real-time way to accomplish whatever we need.Improvements to My Organization:If our company has availability issues or we need faster project timelines, or whatever our business need is at the time, this solution is able to allow us to shift our needs properly.Room for Improvement:In the next release, I would like to see easier integration with the other tool sets, such as UCCB, business service management, etc.Stability Issues:Extremely stable – I have one person that manages all of it and it’s totally fine.Scalability Issues:Once you get the reference architecture, you just have to add people and the same product.Technical Support:We don’t have that many problems, but when we do have one, as long as we escalate effectively, it gets resolved in a timely fashion.Previous Solutions:We bought every product HP offered back in 2007 when the Intel craze was sweeping the IT industry. We were running BMC Magic Solution before.Initial Setup:The product is easy to set up to operate the way the software was designed. However, our IT shop wanted to operate a legacy mode, so we had to re-train our team to learn how to use the software the way it was intended to be used as designed by HP.Other Solutions Considered:BMC and CA. We chose HP because their functionality seemed to be fairly better, their product offering seemed to touch every area of our company’s needs, and we wanted to integrate it completely into our business.Other Advice:We wanted to align with Intel, we wanted them to be a cloud offering, and we also needed a technology market leader that could offer diverse set of offerings. So for us, we wanted to invest in one company that could service all of our needs across the board.We will upgrade to 9.40 before the end of the summer, but there are still some adoption issues. We struggle with and the simplicity of getting reporting data at a high level, and output is not where it needs to be for us. But as far as having an easily supportable and deployable product, it’s really changed the work we manage IT in the company.Call HP, call BMC, call CA, call Service Now. Be skeptical of the guys that say “we can do whatever you want”. Partner with somebody that has a vision of how IT service management is supposed to work and shift your business in that direction.Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2015-06-20
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