Overall Satisfaction with HP Service Manager
HP Service Manager is used at Northwestern Mutual as a tool for the service desk, and "n-tiers" to document their work. It is used by the majority of the IT area to be able to resolve issues in the field and the home office. It addresses all technical issues addressed to us by the field including but not limited to: computer issues, computer setups, application issues, LAN/WAN issues, password support, etc.
- We have a web based version and it's nice logging into it from the web.
- It is nice that it has a favorites/dashboard where you can save your Knowledge Articles, open a new ticket, and access other shortcuts quickly.
- When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
- It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
- It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
- When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
- I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.
- We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
I have seen other products but I have only worked with HPSM.