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HP Service Anywhere - subscription

Mfg. Part: HM423AS | CDW Part: 3514800 | UNSPSC: 43232804
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Product Overview
Main Features
  • Subscription
  • 1 named user
  • hosted
Through an intuitive interface, built-in ITIL best practices and collaboration tools for sharing and recording information to create a “social service desk,” SaaS-based HP Service Anywhere simplifies ticket, incident, problem and change management and delivers robust features to improve first-call resolution. It also offers significant enhancements in process design, task creation, form editing, and table creation and editing to reduce the cost of configuration and on-going maintenance and simplify upgrades.

Technical Specifications
Specifications are provided by the manufacturer. Refer to the manufacturer for an explanation of the print speed and other ratings.
General
Category: Networking applications
Hosted Service Type: SaaS
Installation Type: Hosted
Subcategory: Network - monitoring & performance management

Header
Brand: HP
Compatibility: PC
Manufacturer: HP Software
Packaged Quantity: 1
Product Line: HP Service Anywhere

Software
License Category: Subscription license
License Qty: 1 named user
License Type: Subscription

Product Reviews
Rated 4.2 out of 5 by 6reviewers.
Rated 4 out of 5 by Provides easier access to data for reporting. Valuable Features:Self service portal and speed of developmentImprovements to My Organization:Easier access to data and for reporting which gives the data for managing IT. It has provided us with a very good change management process.Room for Improvement:The process of moving updates from development to production.Use of Solution:Nearly two yearsDeployment Issues:Deployment went according to plan once we sorted out how we wanted the processes to work.Scalability Issues:NoneCustomer Service:Getting betterTechnical Support:Very goodPrevious Solutions:The previous solution was provided as part of a managed service. It did not have a change management module and was very difficult to get management reports from it.Initial Setup:The initial set up was kept simple as there were very tight timescales.Implementation Team:We implemented the system ourselves with some help from HPE.Cost and Licensing Advice:It has a very flexible pricing structure so make sure you understand it fully before committing.Other Solutions Considered:We evaluated:HP Service Manager - Too mature for the state of service management in our companyServiceNow - Too expensive and implementation too complex for our timescalesOTRIS - Implementation too complex for our timescalesOther Advice:Go for it.Disclaimer: I am a real user, and this review is based on my own experience and opinions. June 27, 2016
Rated 5 out of 5 by The simplicity of live support is a top feature since it has big data behind it. Valuable Features:From the user perspective - we don't use employee self-service, so I would consider a user the help desk agent. For them, it's the simplicity of live support as it has the big data behind it so as they're going through a transaction or a call with a staff member, they can enter the person's name and it shows past tickets. When they start putting in a title or description it gives them knowledge articles and the related tickets to the issue. They just love live support because it's got that big data behind it. They love the simplicity of the screens that they work with.Improvements to My Organization:Because of the administration ability, being put into SaaS, we've now been able to spend time looking at other processes. Before we went to Service Anywhere, we did not have Operation Orchestrations so we weren't doing any kind of automation. Now that we have some time to look at processes in Service Anywhere it has an analytic engine. I guess it's called hot topics and we chose one of our hot topics which to us was a cash machine. We had a lot of failures on cash machines so we looked at that and said, "Okay, how we can help the help desk solve those quicker?" We looked at using automation for it, and now the help desk has better visibility of the cash machines. We can automatically fix some problems, but if we can't fix it with automation then we've given feedback of what's going on which helps to troubleshoot quicker. That's been a transformation.The CI detection within Service Anywhere, that's part of the big data. If they enter a CI that’s known in the database then it pops up with a little window around the CI in the description. If you hover over that, it will show you more information about that CI. An example would be we have a lot of ATM's. Before Service Anywhere when they would be doing a call on an ATM, they would have the service manager open up on one window. On another window they'd have the ATM information open and then they'd have to do a copy paste or a manual enter the information. Now we use UCMDB to pull that information into UCMDB, push it into Service Anywhere. Now when that CI is detected they can hoover over that CI detection and it gives them all that information. Less clicks, faster information, more complete information. It's just all there part of the ticket.Room for Improvement:I'd like to see better ways of getting reports into a paper copy which means the ability to export into Excel. They've got a little bit of an issue there with rich text fields not being able to. The suggestion is using what's called the BI integrator to go directly after the data in the database. We're just implementing that now, but I don't know how that's going to work for us yet. If it works then that's not a problem. If the BI integration works then I'm not going to complain about it, but that's an enhancement I wish was there.The way the big data pushes information to the technician or the agent. One of the enhancement requests we've put in is we wish that we could prioritize what is spit up in front of the agent. Right now, sometimes non-important information is pushed in front of them. The knowledge article that they're looking for is down further. We need a way to give weight to a knowledge article or give weight to something else to make it pop to the top. That's something I'd like to see enhanced.Use of Solution:We've been using it for a little over a year and a half.Stability Issues:In the year and a half we've been using it, we had a couple problems with email notifications not going out. They've fixed that, and what I see in their forwarding pathway in the next release that it is supposed to have a lot of built in monitoring and performance enhancements so I'm really expecting that to help with the stability even more.It's been pretty stable. Like I said, the new features that are coming out in the next release will allow a monitor to be turned on from the user sitting at their desktop and it will help them determine if the slowness is us at the desktop level, or if it's something in the network, or if it's something on the SaaS part. The stability part, I'm impressed with what they're doing with that.Scalability Issues:The thing I think about is as more customers come on board how is that going to be handled? I have every faith in HPE so they'll handle us.Technical Support:Excellent. We have an HPE partner for our support. If it's something that they can't answer they ask HPE for the answers. Most of my support comes out of a partner, but I know they work directly with HPE. I do have the ability to log a ticket directly with SaaS which we do once in a while. Some of our problems have been put into enhancement requests. I love their support.Previous Solutions:We were using Service Manager previously.Other Advice:We're a small group compared to a lot of other organizations. We're 2400 employees, 150 IT, 15 agents so we're small. We love it, and I know of big companies that are 40-50,000 people that are using it so the scalability there. Just the use of big data is a game changer for us. Anybody that asks me if they ought to go to Service Anywhere I say yes.Disclaimer: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. June 24, 2016
Rated 4 out of 5 by One of the best features is the ease of use Out of the Box. Valuable Features:* Configuration Management* Dashboarding* Analytics is definitely a game changer and has the potential to provide the organizations with usable data to be to enable them to be proactive in addressing customers’ requirementsImprovements to My Organization:One of the best features is the ease of use Out of the Box with very little need for tailoring to get started. We can provide a rollout in two to four weeks from customer engagement to production use. HPE aligns this closely with frameworks, similar to ITIL, as well as best practices.Room for Improvement:It needs better integration with other solution and product sets from HPE.Use of Solution:I've used it for close to three years, since HP Service Anywhere v2, and we're currently using the latest version.Deployment Issues:We had some teething problems with Dev tenant export to production tenant import.Technical Support:7/10 - you get good days and bad days regarding the time to resolution, and the time to get a reply from support. However, mostly it's very good.Previous Solutions:We still use HPE Service Manager alongside it, as we are implementers of the products to customers. Each one has its pros and cons, and depending on customer requirements we can guide them as to which is the best solution to implement.Initial Setup:It was very easy to deploy and configure. It was not entirely codeless, however this was very minimal and easy to understand.Implementation Team:We are a vendor and have done multiple deployments for different customers across different organization types.Cost and Licensing Advice:The pricing and licensing is reasonable, and if adoption is good, ROI more than offsets the cost of licensing. Additionally, all the infrastructure, maintenance, and support costs sits with HPE.Other Advice:If you are looking for a quick ITSM deployment to address your needs without unnecessarily complicating the processes and deployment, you should look at HPE Service Anywhere.Disclaimer: My company has a business relationship with this vendor other than being a customer:Partners June 19, 2016
Rated 4 out of 5 by We chose it because we found that it was quick to implement and provided a good end user experience. Valuable Features:Incident, Change and Asset management.Improvements to My Organization:Our service desk operates more efficiently and now has access to data that was not available with our previous product.Room for Improvement:Like any new(ish) product there is always room for improvement. Most of the changes I would like to see will be in the next version. One area that needs improvement is the means of moving code from the development to production environment.Use of Solution:I've been using it for one year and eight months.Stability Issues:We were one of the first adopters and so experienced some issues which were quickly addressed. As a new product it lacked some functionality which is being addressed with each new release.Technical Support:We had direct access to the development teams while the support structures were being put in place. There is still on going work being done on the support structures.Previous Solutions:We previously used a product which was supplied as part of outsourced service.Initial Setup:We were working with very tight timelines. We kept the setup as straightforward as possible, and have since added the required complexity.Implementation Team:We did the implementation in-house. The best advice I can give is understand your processes before going near the product.Other Solutions Considered:We evaluated a number of products which were dismissed for cost and implementation reasons. We chose Service Anywhere because it provides a cost effective pricing model, was quick to implement, and provided a good end user experience.Other Advice:You need to understand what you want to do before going near the product.Disclaimer: I am a real user, and this review is based on my own experience and opinions. June 19, 2016
Rated 4 out of 5 by The big data engine, employee self-service portal, and the integrations are valuable features for us. Valuable Features:The big data engine, employee self-service portal, and the integrations.Improvements to My Organization:We are transitioning to a full Employee Self Service portal with customer facing solutions. We don't have a portal right now so it will drastically change the way we portray our window into IT.The self-service portal gives us visibility into IT that we didn't have before. We'll be able to use service offerings and support offerings that were not available previously. It should be an improved customer experience more than anything.Room for Improvement:There's a program called Dev to Production that's lacking a lot of functionality. Also, migrating a development environment into a production environment. So far, that's probably the biggest concern we've had with it.Stability Issues:So far, we've only done a proof of concept, and we're just now going live. It's been completely stable. We haven't had any issues with it whatsoever.Scalability Issues:It seems scalable, but I don't have much experience with it in that manner yet.Technical Support:They're terrible as there was just a lack of response. We had to go through other avenues to get responses from the first level support. We've had lots of conversations here about that. We see some avenues that we're going to take to fix it.Previous Solutions:We were using Service Manager and migrating from the on-premise Service Manager 9.3.1 to Service Anywhere. The primary reason we looked at Service Anywhere was the cost of upgrading. 9.3.1 was astounding. It was actually less expensive to switch to a new platform. That was our primary reason. With Service Anywhere, there's a million reasons. That one just happens to be the biggest one that started us down that path.Initial Setup:So far, the initial setup time for the initial configuration to get it up and running and usable was surprisingly fast. We were able to do in about three days what previously took us over a month to do. It was phenomenal.Other Solutions Considered:We also looked at ServiceNow. That was more of a glance. We're pretty committed to the HPE product lines. We have a full suite of HPE products, so there's no point in changing direction at this point for us.Other Advice:I would just tell them to buy it. If you compare it to the other products on the market, it's well-suited for its market audience. The employee self-service portal, the window into IT is dynamic, well thought, and the graphics are fantastic.Disclaimer: I am a real user, and this review is based on my own experience and opinions. June 14, 2016
Rated 4 out of 5 by The user experience is the most valuable element - it looks and feels like the websites our users expect from a modern website. Valuable Features:The user experience is the most valuable element of Service Anywhere - it's modern and intuitive out of the box, and it looks and feels like the websites our users are used to and expect from a modern website. Our users love to use the self service portal, and our agents can easily and quickly deal withrequests through features such as Live Support that make it very easy to have all knowledge and previous requests at our fingertips.Hot topic analytics gives us great insight into what our users are searching for to greater target future knowledge articles and offerings. They also allow us to see what problem areas are developing across requests.Improvements to My Organization:Our users have traditionally been slow to adopt new systems, and in the past have not raised requests in our previous ITSM systems. When we launched Service Anywhere to our staff we found they instantly adopted it, and the number of requests handled through the system has almost completely replaced other methods, allowing us to shutdown several email addresses, and have our staff use one single point of contact in Service Anywhere.Our agents are spending less time on the administrative side of handling requests, and more time helping our users, and our users report that they feel better informed and in more control over the requests they raise.From an administrative point of view of maintaining Service Anywhere, a key element to any solution we picked was not to create additional burden on us as a department both in terms of the initial implementation and ongoing improvements. We found the excellent onboarding support from HPE during the implementation, and ease of administration after that have been extremely helpful in reducing the staff time spent on these tasks.Room for Improvement:Nothing major, probably just around integrations with LDAP which could be easier, but the rapid release cycle has meant most of the features we've been looking to see added have appeared over the last few months.Disclaimer: I am a real user, and this review is based on my own experience and opinions. June 2, 2016
  • 2016-10-30 T09:06:35.062-05:00
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