ServiceNow Discovery Reviews

ServiceNow Discovery provides features for discovering information about infrastructure, such as software details and CI (Configuration Item) data, quickly and efficiently.

I believe one of the great functionalities or improvements in ServiceNow Discovery is its ability to gather information about any Configuration Items (CIs). In the future, enhancing the model or software related to CIs would be beneficial.

I think ServiceNow Discovery's configuration management capabilities are effective in enhancing our IT operations. While there may be areas for improvement, overall, it's a good application.

I believe there is room for improvement in ServiceNow Discovery, particularly in providing more detailed information about network usage and communication between ServiceNow and the infrastructure. This improvement would enhance the overall effectiveness of the tool.

I have been using ServiceNow Discovery for the past three years. 

The solution is stable and reliable.

I would rate the scalability of this solution as an eight. While it offers good scalability overall, the reason for not giving it a ten is because the scalability greatly depends on having good processes and support in place. Without these, the scalability could be limited.

I would rate the technical support as medium. In cases where there is an urgent issue impacting the availability of ServiceNow, the response is very fast, but overall, it's a medium-level support.

Positive

I rate my experience with the initial setup of ServiceNow Discovery as a nine. It was quite easy to set up and integrate with our organization's systems. 

Overall, I rate the solution a nine out of ten. 

My role right now in present projects is to deploy ServiceNow Discovery both on AWS cloud an on-premises. ServiceNow Discovery is populated directly into ServiceNow CMDB, so its use cases include managing CMDB identification and reconciliation, as well as creating dashboard reports and other types of reports.

In the past, I found troubleshooting difficult in ServiceNow Discovery because I didn't have much exposure to the platform during that time, but then I explored some troubleshooting features, and I found that it wasn't that tough, so this is one of the qualities I like about ServiceNow Discovery.

I also like that log reading in ServiceNow Discovery is much better than other tools.

Another valuable feature of the tool is that you don't need to install many tools to deploy ITSM. You only need to subscribe to the modules to deploy the proper ITSM in your organization.

What needs improvement in ServiceNow Discovery is the reporting UI because I didn't find it as friendly compared to other tools. Other tools have better reporting UI than what's currently in ServiceNow Discovery.

What I'd like to see in the next release of ServiceNow Discovery is more user-friendly out-of-the-box reporting that would be helpful for non-technical users. Some users such as managers would want to just do a few clicks to access the reports and shouldn't be required to do search queries, but right now, reporting in the tool isn't very user-friendly.

I've been learning ServiceNow Discovery since 2015, and I started working on it for the last two years only. I'm still using it, particularly the San Diego version for one project and the Rome version for another project.

ServiceNow Discovery is a stable tool.

ServiceNow Discovery is a scalable tool, especially because the industry has now properly recognized it, so many of the network companies, for example, Cisco, release product versions that have compatibility with ServiceNow Discovery. Companies that manufacture network devices and storage devices also create plugins that have more compatibility with ServiceNow Discovery, which makes the tool scalable.

I haven't had the chance to contact technical support for ServiceNow Discovery yet. My team once raised a ticket to get help, but it was for cleaning a different solution, CMDB.

For any troubleshooting questions and solutions, I check the community forum and documentation. My team and I still have some pending issues with some features of ServiceNow Discovery and we didn't find very specific resolutions or proper answers in the documentation and the community forum.

I found the initial setup of ServiceNow Discovery easy. The process is the same with other discovery tools where some prerequisites need to be deployed within your client's environment, both open and privileged requirements and service accounts to access the environment.

Setting up ServiceNow Discovery is easy because you're provided with a guided setup to install the features, so I found it easy.

The total time it takes to deploy the tool is between one to two days if you have all the required information. Once you have a subscription, you just need to enable some plugins and deploy one integration within your client's organization because ServiceNow Discovery is a cloud-based tool which means you need to deploy one application into the organization which doesn't take more than half an hour. That would also depend on how many MID servers are deployed, so in general, to make the environment ready to start discovery, it would take two days. What could take time would be the credential setups and other requirements provided by the clients, but in total, deployment would take just one to two days for ServiceNow Discovery.

You need a subscription to ServiceNow Discovery, so you can use its features. You can also use specific plugins with the tool, and some of the plugins are free. I don't have information on how much my company pays for the subscription to ServiceNow Discovery.

Nowadays, I've been working on BMC Discovery, ServiceNow Discovery, and CMDB projects.

My company is a partner/implementer for ServiceNow Discovery, but many consultants within the company, apart from myself, also use the tool.

My advice, if you're looking into using ServiceNow Discovery for the first time, is to compare it with other tools and also consider your requirements because not all discovery tools provide all the features you need. For example, one discovery tool could be strong in this area, while the other tool could be strong in another area or feature. You should go for ServiceNow Discovery if it meets your requirements. Otherwise, use another discovery tool. ServiceNow Discovery is a platform that provides full IT infrastructure services, and it's very good for any organization, but that still depends on company requirements, so you need to evaluate those requirements first. For example, check existing devices and infrastructure already deployed in your company and what you'd like to discover through ServiceNow Discovery, whether it's just servers or network devices, etc.

I'm rating ServiceNow Discovery eight out of ten. Though it's a very important tool for users, I'm unable to give it a ten because it still needs to be more user-friendly in terms of reporting. The documentation for the tool also needs improvement, particularly because some features aren't explained well. The tool has very powerful features with no proper documentation available, so some users still have to search for answers in the community forum.

When my team starting any project or learning a new environment, we always implement ServiceNow Discovery which can be used along with other products. We are able to extract details on the environment to help transition services.

This solution provides excellent insights.

Application discovery could be improved. Right now, ServiceNow needs to be coupled with another solution in order to verify the information.

It is a stable product.

This is a scalable product, especially since it is within a public cloud.

We have not needed to use support.

The initial setup is easy but expect to have to take some time to learn the product.

It is an expensive product with a price that depends on the models that you wish to purchase.

This is something that I would recommend for medium or large companies. 

I would rate this a seven out of ten.

We use this solution to populate the CMDB and to track changes in our environment.

It improves process efficiencies. 

When people need to query for information, they don't have to go to seven different people. They can go to a single source.

It does a good job of collecting the data that's necessary for data centers, and IT's operations.

When it comes to the internal data centers and the on-premise data centers, they are pretty good.

When you switch versions, for example, when you go from Paris to Quebec they will introduce many new things and occasionally things break when they do that. You usually find out after the fact when you stumble into it.

I currently have an issue that we just stumbled into, where our bucket wasn't populating correctly from my own Google cloud. They're trying to figure out how to fix that.

They should include support for Google Cloud.

I have been working with ServiceNow Discovery for ten years.

The version we are using is Paris.

It's a reliable product.

Scalability is pretty good, but they are lacking a bit in the Google Cloud realm.

They are really good in others such as Azure, AWS, and IBM. It seemed to have matured those a little better. Maybe the problem is with Google Cloud being a partner and keeping up with them. I am not sure where it's lacking. Is it ServiceNow or just Google Cloud?

Our users vary from technical people to managers to business people. We do it that way to assign costs so things could be lower.

With the first couple of reports, managers were surprised at the cost, but when you do it in increments throughout the year, you don't realize what the total is coming to until you get to the end of the year.

For the most part, ServiceNow has gone through a few growing pains. They have grown rapidly. 

The first line of support is sometimes lacking. Once you get to the second and third-level people, they are good.

I would rate technical support an eight out of ten. After the first line, you can tell the person is pretty new.

We used Maximo Tatem and it was really cumbersome. 

The data was excellent but you had two different vehicles.

You had your Discovery pool, and you had another server that took the data from Discovery. That had to be mapped into the Maximo database. You then had a Discovery server, with an in-between server that did the translation and put it into Maximo.

It was convoluted.

The Discovery engine was wonderful, but getting the data from Discovery back into the Maximo database was difficult.

The initial setup was pretty straightforward.

The price could be better. It's a bit on the pricey side.

As a product, they are probably right at the top. Their only competition I would say right now would be Dynatrace.

Dynatrace is missing a few things, but so is ServiceNow. You can take your pick, as they are both good.

The data is really good, it's reliable and they keep adding to it. 

They are using AI with a lot of cases to help build the events, which is good.

I would rate ServiceNow a nine out of ten.

I can't discuss the use cases related to the product since I don't have many projects to deal with in my company that need the use of ServiceNow Discovery.

The out-of-the-box probes and patterns in ServiceNow Discovery are great features.

ServiceNow Discovery is a great tool. ServiceNow Discovery should be updated to provide its users with more out-of-the-box information and attributes to support the routers and switches from Cisco. It would be great if the tool could handle more out-of-the-box functionalities to retrieve the information for routers, especially those from Cisco, including the updated devices.

I have experience with ServiceNow Discovery. My company has a partnership with ServiceNow.

Stability-wise, I feel it is a good product.

I do have experience with other tools similar to ServiceNow Discovery, but I don't remember the names of the tools I used in the past. Compared to the tools I have used previously, ServiceNow Discovery can be considered a useful product if someone wants to use an agentless solution, meaning you don't have to install any agent in your system.

The solution is deployed on an on-premises model.

The solution's deployment phase takes around a month to be completed.

I rate the overall solution an eight out of ten.

We use ServiceNow Discovery to look at assets, processes, and some process mining. On the other hand, we use ServiceNow ITSM to capture tickets and move away from Remedy. We also use ServiceNow ITSM APIs for contract management, focusing on change, configuration, release, incidents, and problems.

One of the most valuable features of ServiceNow Discovery is the automated discovery that helps identify dependencies, and then my company gets a report on that. My company has many applications, whether developed internally or bought off the shelf, and my company needs to know which application has a dependency on what. Sometimes, developer teams make changes to applications, which then causes other ecosystems to crash, which is where ServiceNow Discovery comes in.

Another valuable feature of the solution is security management related. The security landscape in this post-pandemic world is very different, so you don't want to have insecure access to any of the applications, especially ones focused explicitly on service management and service delivery for clients. Hence, my company also uses ServiceNow Discovery for more secure access and communication using certificates between different parties involved, which is beneficial.

ServiceNow Discovery has matured since the last time I got on the bandwagon, but its integration with legacy apps is one area for improvement. Right now, the ServiceNow Discovery APIs cater more to newer apps, whether the apps run on AWS or Azure, and it's much easier on more recent apps versus on-premises apps that don't necessarily have the proper API interfaces, such as REST or JSON. You need to do a lot of manual work to properly integrate ServiceNow Discovery with legacy apps compared to integrating it with newer apps.

ServiceNow Discovery isn't a plug-and-play solution, which is another area for improvement, as that causes a delay in the overall process. Making it a plug-and-play product is helpful.

ServiceNow Discovery offers out-of-the-box reports, and though that's okay, allowing easier report customization would improve the solution. Currently, customizing reports isn't as straightforward as some of the other tools in the market. It's challenging to build custom reports in ServiceNow Discovery. You can use the basic reports offered in the solution, but if you need analytics and more advanced reporting, there's a lot of work to be done.

The product also lacks training resources, which is another area for improvement. It would be very helpful if ServiceNow included some advanced training with the sale. Most team members have to either go online and search on Google for more advanced training. There's no issue with the basics as they're straightforward, but the white papers don't necessarily come with very good use cases of how someone has implemented an intelligent workflow. If ServiceNow could provide more ServiceNow Discovery videos, certification, or cheat sheets to make the overall implementation and configuration of the solution faster, it would be quite useful.

An additional feature I want to be added to ServiceNow Discovery is an integration studio that helps you map into legacy apps. It should be drag-and-drop and very visual.

I also want the ServiceNow Discovery pricing model to be more of a pay-as-you-use. The challenge right now is whether it's a subscription or whether it's perpetual. The licensing model costs a whole lot more than other solutions, so even though my company uses a public cloud to run ServiceNow Discovery, that doesn't mean you can enjoy the same benefits, and whether you use it more or use it less, you incur the same costs, which is not necessarily a more accurate positioning of how the overall business works for a particular year.

Cost-wise, ServiceNow Discovery seems to be from an era where it is more on-premise than sitting on the cloud, even though it is a cloud solution. ServiceNow should have a pay-per-use licensing model so that if my usage increases, I can pay more, rather than needing to pay the same amount whether my usage increases or decreases.

I've been using ServiceNow Discovery for two and a half years now. I've used ServiceNow ITSM longer, in particular, seven to eight years now.

ServiceNow Discovery stability is an eight out of ten because it never crashed. Still, sometimes, it has pending critical workloads because it needs connectors and visibility based on company protocols.

The stability of the solution isn't an issue, but its predictability is, though that has improved. There used to be dependency mapping issues where some critical workloads were excluded, so support worked on it, fixed it, and gave my company a patch.

ServiceNow Discovery is scalable but comparable to a Lego block set. You can do what you want with it, and you can do anything with it, but the question is "how easily can you scale it?"

If you were to look at commoditized functions as automated discovery and getting visibility into your workloads on the cloud, it's not rocket science, and it's pretty quickly done. However, when you're in an enterprise scenario where you have legacy apps, then the scaling, although it's possible, scaling ServiceNow Discovery becomes more complex.

Scalability-wise, it's a seven out of ten, and it's not merely about how many ServiceNow Discovery instances you're using or how many projects, but whether setting up reports, finishing service maps, etc., is easy.

The level one and level two technical support for ServiceNow Discovery were satisfactory, but the more senior support wasn't because only a few senior support was available. We had to wait at least three to four days to get more senior resources to help us with critical issues, and sometimes, they were not very strong, but basic support, for example, people who create tickets and get details from us, have been okay.

I'd rate the ServiceNow Discovery technical support as seven out of ten.

Neutral

The initial setup for ServiceNow Discovery was very straightforward, and you don't need to do much to set it up. After you set it up, that's when you'll have to take more steps. For example, when you configure intelligent workflows and integrate third-party apps, and if you want to put in graph connectors, that takes time.

I'd rate the ServiceNow Discovery initial setup as four out of ten because it takes time to configure and set up the workflows. My company expected to complete the setup in three months, but it took seven months to get it done.

ServiceNow Discovery has very broad pricing, so it becomes costly. It would be better if it had a pay-as-you-use licensing model because the total cost of ownership is quite high.

The ServiceNow Discovery unit price is comparable to other products, but if you look at the packaging, the TCO is much higher than others.

Overall, I'd rate the ServiceNow Discovery licensing costs as five out of ten.

My company works with various products. It partners with different platforms to build websites that run governance projects, provide RPA solutions, etc. For example, my company works with ServiceNow, Blue Prism, and Automation Anywhere.

ServiceNow is one of the platforms my company uses for internal IT request management, as well as an engine to help with the governance tool my company developed for clients and usage internally that helps with contract management.

I'm currently using both ServiceNow Discovery and ServiceNow ITSM.

Within my company, twenty to thirty people use ServiceNow Discovery, and each user has a different purpose. Some users use it internally, while some use it for client projects.

My rating for ServiceNow Discovery overall is seven out of ten.

My company is both a partner and a user of ServiceNow Discovery.

The solution is for all of our infra components.

The solution is straightforward to set up.

It is stable. 

We can scale the solution.

The solution is user-friendly. 

Between SolarWinds and ServiceNow, there is some communication gap. SolarWinds is able to give infra-related things, however, from a ServiceNow perspective, it'll discover all the things from an IT management perspective in real-time.

If you're integrating both tools, it's not going to integrate. If I'm using SolarWinds Discovery and if I'm integrating it with ServiceNow, in ServiceNow, I cannot get a direct fit. I need to manually play with it. While they function together, we still need to do manual interventions.

ServiceNow is very costly.

You need to recruit some developer support if you want to do some coding, and that is the one improvement area they need to look at.

They should add in infra monitoring.

I've been working with the solution for ten years. 

I've never had issues with stability. The solution is reliable. There are no bugs or glitches. It doesn't crash or freeze. Even if it is on-premises, there are no issues. 

The solution is scalable. 

We have escalated questions to support. However, they are more commercial than technical. 

Neutral

I've also worked with SolarWinds for ten years. 

The solution is very simple to set up and implement. It's not overly complex. 

If you are just implementing ServiceNow, it doesn't take too much time. If I'm using their SaaS-based services, it might take two weeks. 

It is an expensive solution. Per licensed user, it may be around $160 to $180. There may be additional models a company needs to buy for ITSM functionality.ITSM will not work independently, and therefore we need other models. 

I'm an end-user and integrator.

We are dealing with the latest version of the solution. 

We're using both cloud and on-premises deployments. 

I'd recommend the solution to other users. 

I would rate the solution an eight out of ten.

I am a consultant. We implement solutions for our clients.

The primary use case of this solution is to automate inventory management, asset management, and discovery. It also used to integrate with other monitoring tools for instant management change.

Mainly, the primary use case would be the automatic management of inventory.

We integrate with other products.

They keep expanding even for the cloud, and there are many plugins.

The biggest advantage of ServiceNow is the value that it brings.

They can expand on the plugins for some of the other tools.

In the next release, they can automate some of the workflows similar to what they have with TAM Pro.

With the integration, they can include some of the commonly used tools such as SCCM. They can benefit from bringing in other tools for their workflows.

We are hoping that they explore or leverage some of their existing tools such as Tanium for the purposes of discovery and monitoring.

I have used this solution in the last 12 months.

We are up-to-date with the latest versions, but it depends on what the clients prefer. We have Orlando and New York also.

It's stable. I have seen a few glitches, but not often. In general, it's pretty stable.

It's definitely scalable; you just have to add IP ranges and set it up.

Technical support is strong.

We have a technical account manager assigned to the product when we purchase it and then you can find support with a person. It is very diligent and it is pretty solid.

The initial setup is straightforward. It's not very complex, but there are a lot of dependencies for clients to set up their environments, such as IP ranges.

If they have a mature network architecture that is dependent on IP ranges then the setup will not be complex.

The value that they get from the product is good. Once you set it up, it's easily scalable and there's a large scope for automation and the product keeps expanding.

There are many licensing strategies. For example, discovery is based on the number of nodes or subscription units.

It's a bit expensive compared to other products in the market, but it's worth the money you pay because it's far advanced in terms of features, automation, and capabilities compared to other products.

The sentiment that we get from clients is that ServiceNow is expensive. 

I would rate ServiceNow an eight out of ten.