Performance, don't have any...
It's slow and hangs constantly. Worst part is, when it hangs you loose all your data and have to start over. Switching screens take a good two minutes, loading around 40 records. I can order something of Amazon.com in the time it takes Service Manager 7 to load 40 records. In this day and age this crap just shouldn't happen.
Hope you like seeing a lot of these. You will!
From what I read HP Service Manager 7 uses a non relational database. Which means it's saving repetitive data in one or two giant tables. How they can get away with this cheap database design is beyond me. It makes the application slow and crashes it when pulling the simplest amount of data because it has to search thousands upon thousands of useless pieces of data.
Usability, forget about it!
Pulling up customer history is impossible. Using this at a helpdesk we get a lot of requests asking for update on existing tickets. You would think that a tool key points should be it's ability to view history. They have a little button to view customer call history however it shows all requests or incidents but without titles. So looking for something specific becomes a lesson in futility. You have to view and open each request or incident to know which one is which.
Displaying nothing of importance comes standard
For some odd reason the default view in HP Service Manager 7 seems to sort its tickets in an odd fashion. Spot the simple mistake in the number sort for the ticket numbers? Take a good look.
You can see how this can be frustrating. Also notice the other fields, nothing such as the name or description of the issues. Something that should be important to the majority of the people that use this application. As such I had to go and create 3 individual views in and then have to go and monitor 3 individual screens due to the separation of Request, Incidents and Interactions. This To Do list should have all 3 and it does however provides no other other information except ticket number, status, priority, assignment group and owner.
Sales conspiracy?
We switched to this tool from Peregrine. The version I have is client Version: 7.11.124. Since the switch I search and search on Google for anything relating to this software but came up empty handed. Every site seems to only spew out the same sales pitch as if they were working for Hewlett Packard. Page after page of search results and no one has an honest opinion about HP Service Manager 7.
In conclusion I wish I could find the person within our company that signed off on this tool and beat his head in with a hammer repeatedly.
Pros:
-Ability to email ticket details and updates.
-Crystal Reports capabilities
Cons:
-No undo function on in the description field.
-Inability to view history within a non-infuriating way (record by record, hope you like opening every one, because your going to have to with this piece of trash).
-Non-intuitive / user friendly designed. Layout is over populated with fields.
-Application crashes when moving about different queues.
-Loss of screen space. Designed on a small resolution.
-Tiny box allowing a easy view of 3 lines of text. It's ridiculous.
-Unreliable.
I give HP Service Manager a lousy 2.1 and thus a failing grade.