OpenText Service Management Automation X (SMAX) Reviews & Product Details - Page 4

What do you like best about OpenText Service Management Automation X (SMAX)?

Hp Service manager

HP APM-BSM

HP ucmdb 10.3 Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

nothing important, specially with new version there is a lot of good and amizing future, Review collected by and hosted on G2.com.

What do you like best about OpenText Service Management Automation X (SMAX)?

HP Service Manager is a mature tool for all processes. That tool manages a very important volume of exchanges and records between stakeholders of the IT. It is aligned with the requirements of an important Service Management activity. Once well tuned, it is very robust.

The fact that we can adapt and modify almost everything in the process and forms is a real advantage. We developed a sort CMDB inside SM9 which makes the tool very powerful but limits us in the evolutions.

Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Most of the dislikes following are part of our experience with the use we made of the tool and can be not relevant for a company using Service Manager correctly.

As said, we modified a lot the tool. We are using sm 9.33 version for the rte, sm9.31 for the webtier.

Today we have so much tuned it for our need (without listening HPE alerts), that Support meets real difficulties to help us. A such powerful tool should be able to find and give a good solution quickly when an issue occurs.

We have followed the trainings but we are missing experience to be able to manage the tool all by ourselves. for example I’ve been facing troubles with webservices (not easy enough to modify/adapt/limit and for me quite a black box).

To avoid tests, we mixed versions of technical parts and now we have difficulties to know which version of each part is on (hotfix version, webtier version, rte version....). That technical part is quite hard to follow for us. Review collected by and hosted on G2.com.

What do you like best about OpenText Service Management Automation X (SMAX)?

There is almost always a way to do some sort of challenge you are presented with. I don't think we have had something that we cant do yet in service manager. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

if you want to customize,upgrades are lengthy. Review collected by and hosted on G2.com.

What do you like best about OpenText Service Management Automation X (SMAX)?

HP Service Manager is a mature tool for all processes. That tool manages a very important volume of exchanges and records between stakholders of the IT. It is aligned with the requirements of an important Service Management activity.

Using web services is very easy. We use them to exchange data with different systems (HPOO, UCMDB..) Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

The design tool is very complete but not easy to use, particulary for the Request Module. So, we are very interested by the new versions 9,41 and 9, 50

The Integration with other ITSM tools is not yet easy. But we are testing PROPEL SX in our lab to resolve this point. Review collected by and hosted on G2.com.

What do you like best about OpenText Service Management Automation X (SMAX)?

Flexibility was a must for our ticket workflows and with a great support partner we were able to make extensive customization. A single app for managing Interactions, Incidents, Problems, Knowledge and Changes. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Difficult to upgrade after all of our customization. Review collected by and hosted on G2.com.

What do you like best about OpenText Service Management Automation X (SMAX)?

Full ITSM tool integrated, with total covererage.

After proper system configuration (thanks to effective HP support), the application is stable and robust. Response times are correct. If problems occur, restarting the system is simple and fast. The SDIM module is widely used with satisfaction, with special mention for the E-call. In our version, the "Change management" module benefits from the designer process (thankfully because it is not at all OOB). Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Ergonomics is rather unintuitive sometimes confuse the user with simple actions.

The structure of the database is a pity (not relational in 9.33 version, presence of CLOB and BLOB formats, application code stored in database).

For end users, the PM module / KE is complex and difficult to understand. Review collected by and hosted on G2.com.

What do you like best about OpenText Service Management Automation X (SMAX)?

The capabilities to customize processes by using Process Designers avoiding development (codeless), SMART Analytics (big data) for incident & problem management. Multi-tenancy model (logical data segregation)

- Globality usability of the solution, in line with standards (user friendly, consistency between processes)

- Quality of the delivery, reducing time to migrate (we're now using HP SM 9.34 on production) and testing 9.40 in our lab. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Not so many,

Just about the Integration with other ITSM (Case Exchange capability) whihc could be improved, no physical data segregation model (needed for MSP) Review collected by and hosted on G2.com.

What do you like best about OpenText Service Management Automation X (SMAX)?

Service Manager provides a rich feature set for all Service Management processes. This is not really differentiating from other tooling but creates a foundation that in combination with other HP tooling, or other vendors aligned with IT4IT.

The real power comes with the integrations that are provided out of the box (or customized). These integrations provide the opportunity to align multiple processes over various platforms creating one source of truth, which for example enables a company to;

- Easily manage monitoring events and escalation of these events.

- Calculate SLA impact per client for a product manager. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

The Service Manager were using still lacks some functionalities we would like. For example smart ticketing and hot spot analysis. This also reflects why the title contains the word opportunities. The newer versions of Service Manager show great promise not only in additional features were looking for, but also the focus on new technology like HTML 5.

However, on technical level I don’t expect that he configuration work we did on 9.30 will be easier in 9.40 or later versions. Configuration for example is required when attributes are changed, or new CI types need to be pushed. This required changes on forms, databases, scripts and other items in Service Manager. This can be seen as a good or bad thing, depending if you want to go with an OOTB approach or customize to fit.

From my experience with ITIL, I would appreciate an easier solution for;

- Form design (easy addition of attributes, list boxes, auto disabling of elements that are not filled by integration of federation)

- Drag and drop style of interface changes (for example the interface with uCMDB is now done partly with graphical TQL and XSLT. With a simple drag and drop interface it will be more easier to understand and maintain)

These points I mentioned because ITIL isn’t something that is always deployed the same within different companies. So extensive configuration (or customization) is required to tailor Service Manager to match the company process and application landscape. Review collected by and hosted on G2.com.

What do you like best about OpenText Service Management Automation X (SMAX)?

HP Service management is a complete and mature tool, easy to tailor and to fit to any of your companies processes. It works perfectly for IT service management and is flexible enough to support our business helpdesks as well. We've been using for many years, with almost no downtime. Last year we migrated without major issues directly from ServiceCenter version 6 to HP Service Manager version 9.33. All our data is migrated, our screens and workflows without any redesign or huge programming. Our users like the new version a lot and switching from the old production to the new took us less than 1 hour downtime. No user training required.

Using web services we transfer and receive data from different systems and software's. For reporting we use Business Objects. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

I love to have more possibilities with screen design, html, and CSS3. The technical documentation for tailoring could be more detailed. The SRC (Service Request Catalog) is a very nice interface, however, it is created in FLASH and difficult to customize or modify. It would be nioce if it was created in HTML using CSS3, JS and PHP... Review collected by and hosted on G2.com.

What do you like best about OpenText Service Management Automation X (SMAX)?

I like the way that you can easily move from one module to another by being able to open a problem directly from incident etc. That makes it easier to use. I also like the fact that the tool can be connected easily with other HP products like HPOO for example which enables us to provide services faster. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

I'm not very fond of KM - the configuration is pretty complicated and the search not always accurate. Review collected by and hosted on G2.com.