Micro Focus Service Manager

Basic Information

OpenText (Micro Focus) Service Manager (SM) is a comprehensive, integrated service desk solution designed for IT Service Management (ITSM), Enterprise Service Management (ESM), and IT Asset Management (ITAM). It standardizes and automates service management processes, workflows, and tasks.

• Model: Service Manager (SM)
• Latest Stable Version: 9.80
• Release Date: Version 9.80 was released with readiness information available as of January 19, 2024. Version 9.70 introduced a 64-bit server for Windows and Linux platforms.
• Minimum Requirements:
  • RAM: 8 GB minimum (64 GB recommended for typical installations).
  • Processor: 8 Core (minimum 4 dedicated CPU - XEON 3 GHz or above).
  • Disk: 500 GB for quick installation, 500 GB for basic Smart Analytics, 600-700 GB for advanced installations.
• Supported Operating Systems:
  • Server: Windows Server (2012 R2, 2016, 2022), Red Hat Enterprise Linux (7.x, 8.x, 9.x), Oracle Enterprise Linux (7.x, 8.x, 9.x), Novell SUSE Linux Enterprise Server (12 SP3, 15).
  • Client: Windows desktop operating systems for web client access.
• End of Support Date: Current Maintenance for SM 9.7x binary is until December 31, 2025. Current Maintenance for SM 9.6x application ended on February 28, 2023, with extended support available. OpenText Service Manager generally has a Current Maintenance End Date of July 31, 2030.
• End of Life Date: Not explicitly stated; typically aligns with extended support lifecycle.
• License Type: Named-user and concurrent user licenses are available, including term-based and on-premises options. Application licenses control access to individual modules.
• Deployment Model: On-premises or in the cloud (AWS or Azure). It supports production, development, test, and reporting environments.

Technical Requirements

OpenText Service Manager requires a robust infrastructure to support its enterprise-grade operations. The system is designed for scalability, allowing for increased hardware resources to meet growing demands.

• RAM: Minimum 8 GB, with 64 GB recommended for typical installations, especially those utilizing Smart Analytics.
• Processor: A minimum of 4 dedicated CPU cores (XEON 3 GHz or above) within an 8-core configuration is specified.
• Storage: Disk space requirements range from 500 GB for quick installations to 700 GB for advanced setups.
• Display: Not specifically detailed for server components; standard display capabilities for client access.
• Ports: Network connectivity with low latency (under 1ms) between Service Manager services and the RDBMS is crucial. HTTPS is used for internet access to SaaS deployments.
• Operating System: 64-bit Windows Server (2012 R2, 2016, 2022) and various Linux distributions including Red Hat Enterprise Linux, Oracle Enterprise Linux, and Novell SUSE Linux Enterprise Server.
• Application Server: Apache Tomcat 9.x, IBM WebSphere Application Server (8.5.5 or later, 9, Liberty 24.0.0.6), JBoss Enterprise Web Server (JWS) 3.1 or 5.8.
• Database: Requires a relational database management system (RDBMS) for application data, with appropriate database client software installed on the Service Manager server. The database typically resides on a separate server.
• JRE: Service Manager 9.80 uses Java 17 (Zulu OpenJDK 17). Earlier versions (9.50 onwards) support OpenJDK 8 or Oracle JRE 8.

Analysis: The technical requirements indicate that Service Manager is a resource-intensive application suitable for enterprise environments. The emphasis on dedicated CPU, substantial RAM, and disk space highlights its capacity for handling large volumes of transactions and users. The support for various operating systems and application servers provides deployment flexibility. The requirement for a separate RDBMS server underscores its architectural design for performance and data integrity in large-scale deployments. The shift to Java 17 in version 9.80 reflects an update to modern technology standards.

Support & Compatibility

OpenText Service Manager offers comprehensive support and compatibility across various platforms and versions, ensuring its operability within diverse enterprise IT landscapes.

• Latest Version: Service Manager 9.80.
• OS Support: Supports 64-bit Windows Server (2012 R2, 2016, 2022) and several Linux distributions including Red Hat Enterprise Linux, Oracle Enterprise Linux, and Novell SUSE Linux Enterprise Server.
• End of Support Date: Current Maintenance for SM 9.7x binary is until December 31, 2025. Current Maintenance for SM 9.6x application ended on February 28, 2023, with extended support available. OpenText Service Manager generally has a Current Maintenance End Date of July 31, 2030.
• Localization: Language packs are available for localized versions. For SaaS deployments, remote support is delivered in English only.
• Available Drivers: Requires appropriate database client software for communication with the RDBMS.
• Browser Compatibility: Recommends certified browsers such as Microsoft Edge, Mozilla Firefox, or Google Chrome. Internet Explorer 11 and IE mode in Microsoft Edge are not supported.
• Virtualization Support: Supports running on operating systems and databases on particular platforms, irrespective of transparent or virtualization solutions, though OpenText does not directly support these virtualization technologies.

Analysis: OpenText Service Manager demonstrates broad compatibility with mainstream enterprise operating systems and application servers. The clear lifecycle dates for different versions allow organizations to plan upgrades and support strategies effectively. The availability of language packs caters to global deployments, although direct support for SaaS is English-only. The requirement for specific database client software highlights the need for careful configuration. The move away from older browser technologies ensures a modern and secure user experience.

Security Status

OpenText Service Manager incorporates various security features to protect data and control access, aligning with enterprise security requirements.

• Security Features: Implements a Process Designer security model for modules like Knowledge Management, Change Management, Service Desk, Incident Management, Problem Management, Request Fulfillment, and Service Level Management. This model provides role-based security with configurable default rights and settings. Access Control Lists (ACLs) are used in SaaS environments to prevent unauthorized access.
• Known Vulnerabilities: Specific known vulnerabilities are not detailed in publicly available information.
• Blacklist Status: Not specified.
• Certifications: OpenText offers a "Service Manager Business Administrator Certified Exam." OpenText Service Management (SMAX), a related product, is ITIL 4 compliant.
• Encryption Support: Data in transit is encrypted using industry-standard techniques like HTTPS for SaaS deployments. Service Manager supports encryption of fields within the database via its Data Policy feature. OpenText Data Protector, a related product, supports AES 256-bit encryption for backup data. Secure communication between suite components is managed through certificate configurations.
• Authentication Methods: Supports SAML Single Sign-On (SSO). For email integration, it recommends Microsoft Graph or EWS with OAuth2 authentication.
• General Recommendations: Secure deployment involves proper configuration of security roles, regular updates, and adherence to best practices for certificate management.

Analysis: OpenText Service Manager provides a robust security framework with granular role-based access control and encryption for data in transit and at rest within the database. The support for modern authentication methods like SAML and OAuth2 enhances identity management. While specific vulnerability details are not public, the focus on secure configurations and certificate management indicates a commitment to security. The ITIL 4 compliance of related offerings suggests adherence to industry best practices in service management security.

Performance & Benchmarks

OpenText Service Manager is designed for large-scale enterprise environments, focusing on efficient service delivery and automation.

• Benchmark Scores: Specific public benchmark scores are not readily available.
• Real-World Performance Metrics: User reviews for related products like SMAX mention quick ticket creation and resolution, and efficient IT support. However, some users have reported slow performance for SMAX.
• Power Consumption: Not directly applicable for software; depends on underlying hardware infrastructure.
• Carbon Footprint: Not directly applicable for software; depends on underlying hardware infrastructure and data center efficiency.
• Comparison with Similar Assets: While direct benchmarks are scarce, user feedback often compares it to other ITSM solutions, noting its ease of use and customization capabilities as strengths, but sometimes citing a complex interface or high cost for related OpenText offerings.

Analysis: OpenText Service Manager aims for high performance and scalability, particularly in handling numerous concurrent users and large transaction volumes typical of enterprise operations. The architecture supports vertical scaling by adding hardware resources to a single server and clustering for extended deployments. While specific quantitative benchmarks are not publicly detailed, the product's design and user feedback suggest a focus on operational efficiency and automation for ITSM processes.

User Reviews & Feedback

User reviews and feedback for OpenText Service Manager, and the broader OpenText Service Management suite (including SMAX), highlight several strengths and weaknesses.

• Strengths:
  • Ease of Use and Customization: Many users praise its ease of use, implementation, and high customizability, allowing changes based on user requirements. The UI is often described as easy to understand and customizable.
  • Incident Management and Ticketing: Highly effective for incident management, creating and resolving tickets quickly, and tracking activities. It helps in grouping common incident areas and providing insights.
  • Automation and AI: Features like AI-driven functions, machine learning, and codeless configuration are appreciated for automating workflows, reducing manual effort, and enhancing efficiency.
  • Enterprise Service Management (ESM): Strong capabilities for extending service desk functions beyond IT, such as to HR and facilities.
  • ITIL Alignment: Shipped with ITIL-aligned practices.
  • Monitoring: Provides good monitoring for databases.
• Weaknesses:
  • User Interface (UI): Some feedback suggests the UI could be more interactive and visually appealing.
  • Patching Frequency: Concerns have been raised about the frequency of patching for bugs and enhancements.
  • Complexity and Cost: For related products like SMAX, users sometimes cite a complex interface, high cost, and limited reporting features.
  • Support Response Times: While support is generally available, some users have reported longer response times for Micro Focus products.
  • Documentation: Published documents can sometimes be unclear or contain outdated information.
  • Integration: Integration capabilities, particularly for application development, test, and delivery, can sometimes fall short, leading to inefficiencies.
• Recommended Use Cases:
  • IT Service Management (ITSM), Enterprise Service Management (ESM), and IT Asset Management (ITAM).
  • Incident, Problem, Change, Release, Knowledge, and Service Level Management.
  • Organizations requiring extensive customization and automation of service workflows.
  • Large-scale enterprises needing a robust ticketing system and service desk.

Summary

OpenText (Micro Focus) Service Manager is a robust, enterprise-grade IT Service Management (ITSM) solution, now under the OpenText umbrella, designed to streamline and automate service delivery across IT and other business functions. Its latest stable version, 9.80, continues to build on a foundation of comprehensive features for incident, problem, change, and knowledge management, alongside strong capabilities for Enterprise Service Management (ESM) and IT Asset Management (ITAM).

Strengths: The asset excels in its high degree of customizability and ease of use for core service desk functions, particularly incident management. Its codeless configuration and AI-driven automation features are significant advantages, enabling organizations to adapt quickly and reduce manual workloads. The platform supports ITIL best practices out-of-the-box and offers flexible deployment options, including on-premises and cloud environments (AWS, Azure). Security is addressed through role-based access control, encryption for data in transit and at rest, and support for modern authentication methods.

Weaknesses: User feedback indicates that while functional, the user interface could benefit from modernization to be more interactive and visually appealing. Some users have expressed concerns regarding the frequency of product patching and, for related OpenText offerings, noted a perceived complexity, high cost, and occasional slow performance. Documentation clarity and integration capabilities have also been cited as areas for improvement.

Recommendations: OpenText Service Manager is highly recommended for large enterprises seeking a powerful, customizable, and scalable ITSM solution that can extend to broader ESM needs. Organizations prioritizing automation, AI-driven efficiencies, and adherence to ITIL standards will find it a strong contender. Prospective users should evaluate their specific needs for UI aesthetics and integration complexity, and consider the available support and patching schedules. Leveraging its extensive customization options can tailor the platform to unique business processes, making it a valuable asset for complex service management landscapes.

The information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.