HP Service Manager is a solution that consolidates all aspects of service management. It offers a single contact point for core IT process, such as knowledge management, problem management and incident management. It also offers smart analytics to provide easy ticketing along with hot topic analytics.
The solution allows users to quickly and efficiently respond to incidents and improves service quality output by minimizing service disruptions. It provides a self service portal for improving efficiency and reducing service-desk load, and allows users to customize or build their own IT process workflows.
Through HP Service Manager, users are also able to access major service desk functions, such as collaboration and self ticketing. In 2013, the solution received 11 gold-level endorsements from the APM Group, a global accreditation body, on behalf of the Cabinet Office for Information Technology Infrastructure Library (ITIL)-based processes.
Ben from Eleonore Rocks Foundation
Employees number: 10,000+ employees
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.