I have loved it. it allows me to concentrate on resolving issues. It never gets in the way and makes life easy by its simplicity. My focus must be on the resolution of difficult issues, and the Service Manager makes it easy for me to do this without interrupting my workflow or adding unnecessary complexity.

I've been using HP Service Manager for over a year and it's the best IT Ticketing system I have ever used, It is simple, straightforward, and doesn't have any anomalies or peculiarities in its functionality or operation. Its easy to search for information and also to look at emerging trends. The product is well serviced and even with upgrades operations are not disrupted too much. Full credit to HP for not changing the user interface too much to make it unwieldy or unworkable. Its very easy to get accustomed to it, and then to gain further skills in it as one becomes more experienced with its usage.

There are no drawbacks as far as I have experienced. There are no hindrances with the package as it soesn't impede the end-user with difficulty or ambiguity.

Since we switched to service manager, I'm much more comfortable entering tickets online instead of calling help desk. The customization the tool allows gave use exactly what we needed in terms of detail entry.

It is not very fast to open, but it could very well be our server, but the prior tool was a good bit faster to open, to commit rows to the database, etc.

I was involved in Incident management process, and we used HPSM to track and assign tickets within support teams.

HPSM is software which you can start using after 30 minutes introduction, and use most of it's features if you are familiar with IT. I would say that this is my, so far, favourite software for incident management.

Searching through service catalog was the worst part, but I am not sure if it was because of software or categorization within company.

Every thing is automated. It guides you through the processes of getting your problems resolved for all your HP products.

This program is as good as it gets. Some programs take time to get adjusted to, but this one was self explanatory.

There was honestly not one single feature that I had a hard time attempting to understand. sorry that I cant give you any bad news