ServiceNow IT Operations Management Reviews

We use the solution on a daily basis for configuration management, capture of configuration management, consumption, and addition.

We use the solution for everything, including procurement, asset management, and services that particularly fall under ITIL whenever change management occurs.

From my perspective as an asset manager, the most valuable feature of the solution is the configuration management portion, where I can actively add something to the database. The solution gives us the ability to create our own tailored reports. We can create our own dashboards within the system that display everything we currently have within the configuration management database.

The solution needs to add mobilization, where we can connect mobile devices or wireless devices to do wireless scanning and bring assets into the database.

I have been using ServiceNow IT Operations Management since January 2022.

I rate the solution a nine out of ten for stability.

ServiceNow IT Operations Management is a scalable solution. Around 600 users use the solution in our organization.

I rate the solution an eight out of ten for scalability.

The solution’s initial setup is simple.

The solution has improved our incident response time. Since we have everything in that one centralized database, someone can quickly submit an incident issue whenever there's an issue, and we can quickly respond to that incident. ServiceNow IT Operations Management supports our cloud resource management well.

The solution's dashboard and reporting tools have improved our decision-making process. We create all types of dashboards for everyone who needs visibility of what's currently going on within the system.

We are using the web-based and cloud-based versions of ServiceNow IT Operations Management. It was easy to integrate ServiceNow IT Operations Management with the current systems we already had on-premises.

Overall, I rate the solution an eight out of ten.

We use the solution mostly for CMDB discovery.

I like the solution mostly for CMDB discovery. It consists of a complete package. Due to licensing and cost purposes, I was looking for some other options. I got to know that ServiceNow also uses Device42 for a few of the discoveries. The solution's asset management capability works fine.

The solution’s licensing cost could be improved.

I have been using ServiceNow IT Operations Management for nine to ten years.

I rate the solution’s stability an eight or nine out of ten.

We faced some issues while scaling up the solution. ServiceNow has a code base of its own, which is abstract to us. So, we have to rely on the solution's vendor support for scalability issues.

The solution is more suited for enterprise businesses. Small businesses would never go for ServiceNow because it's more costly. They can use a lot of other SaaS tools available in the market. Depending on the complexity and the organized structure, around 50% of mid-size companies may like it, and the other 50% may not. If an organization will expand exponentially, it should go for ServiceNow. Otherwise, it should consider some other tool.

I rate the solution a seven or eight out of ten for scalability.

The technical support team’s response time could be improved.

Neutral

The solution’s initial setup is simple.

The cost of ServiceNow is much higher.

It is easy to integrate ServiceNow IT Operations Management with our IT workflow. I would recommend the solution to enterprise businesses.

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

It primarily focuses on areas such as event and incident management and automating workflows based on events and incidents. It includes automated workflows, assignment rules, and advanced event correlation capabilities. Anyone using ITOM widely utilizes these core features, especially when considering the licensing costs involved.

It offers strong API accessibility, allowing the creation and integration of workflows with external systems. This flexibility enables users to design and execute custom workflows that meet their needs efficiently.

The main issue with ITOM in an enterprise environment is performance. If you're ingesting hundreds of thousands of events per minute, you need infrastructure capable of handling such a large scale. ServiceNow ITOM doesn't have a built-in solution specifically designed for this level of performance extension. While expanding the cluster and creating additional nodes is possible, this may still result in bottlenecks. An external event handler or gateway is often necessary to effectively manage high event loads and spikes.

I have been using ServiceNow IT Operations Management for ten years.

The stability is good. Large systems can occasionally run into issues, but those are typically due to external changes, whether it's something someone adjusted or environmental shifts, rather than inherent software bugs. 

Scaling ServiceNow in a global environment depends heavily on the design. In cases where multiple regions require separate ServiceNow instances, you may need to synchronize them through a central instance. The ability to scale effectively depends on how the system is architected.

The cost of implementing ServiceNow, including ITOM, largely depends on the company's budget. ServiceNow licensing can be expensive, especially for ITOM. Larger enterprises often benefit from enterprise global agreements, which can help reduce licensing costs. However, the high cost might be prohibitive for smaller companies without such agreements.

I recommend the solution to medium to enterprise.

I rate the solution’s scalability a seven out of ten.

External AIOps systems like Azure, Sumo Logic, or Grokstream offer robust event correlation and management capabilities. With a solid foundation using these tools, handling events and incidents directly via APIs is possible, potentially bypassing the need for ITOM. 

ITOM provides strong workflow management and additional use cases that integrate well into broader ServiceNow processes. While external tools can be effective, ITOM still has a valuable role, especially in automation and workflow-driven tasks. The balance depends on specific needs.

It is a little expensive.

I rate the product’s pricing a six or seven out of ten, where one is cheap and ten is expensive.

Large organizations managing high event volumes and seeking to drive significant automation should consider ITOM and its potential impact on their business. ITOM's capabilities, especially in workflow automation and event management, can add substantial value when handling complex IT environments.

Overall, I rate the solution an eight out of ten.

The main use case for ServiceNow IT Operations Management in my experience was to streamline and enhance various IT operations, including regular management, incident management, change management, problem management, and knowledge management.

The most valuable feature of ServiceNow IT Operations Management is the user interface. It provides an intuitive and user-friendly platform for managing various IT operations and processes, making it easy for our team to navigate and perform tasks efficiently. Additionally, the ability to generate user-level reports is another standout feature. These reports allowed us to gain insights into our IT operations, monitor performance, and make data-driven decisions, which was crucial in optimizing our IT environment and services.

ServiceNow IT Operations Management could be improved by providing more user customization options. Currently, users have limited control over what information they see on the interface, and most customization tasks require administrator involvement. It would be more convenient if users could easily choose and display only the essential information they need for their specific tasks, making the tool more user-friendly and efficient.

I have been using ServiceNow IT Operations Management for about five years.

I would rate the stability of the product as an eight out of ten.

I would rate the scalability of the product as an eight out of ten. Approximately 25 to 30 people use it at our company.

My advice to people who are considering using ServiceNow IT Operations Management is to evaluate your specific requirements before making a decision. It is essential to assess your organization's needs and objectives to determine whether ServiceNow ITOM aligns with your goals. Conducting a thorough analysis will help you make an informed choice on whether or not it's the right solution for your IT operations. Overall, I would rate the product as an eight out of ten.

It provides a great variety of features and modules that help optimize the operations. Automation streamlines tasks and improves efficiency, while reducing costs by leveraging machine learning and artificial intelligence.

It includes a valuable feature called Discovery, that aids in application portfolio management, enabling visibility into IT infrastructure from top to bottom.

Enhancing automation-related solutions, such as Wi-Fi, porting, machinery, and product automation would help to achieve better operational outcomes.

I have been using it for ten years.

It offers remarkable stability. I would rate it nine out of ten.

The scalability capabilities are highly satisfactory. I would rate it nine out of ten.

They provide immediate assistance for any product-related issue, ensuring a high level of efficiency.

Positive

We used to operate with IBM solutions previously but with ServiceNow all of the essential functionalities such as project management, deployment, and automation services, are centralized and easily accessible.

The initial setup was straightforward and seamless.

The deployment process took about six months. It involved fulfilling various prerequisites, such as considering the requirements of the network infrastructure and implementing credential authentications. It follows a step-by-step approach as outlined in the ServiceNow instructions.

It is moderately expensive. The pricing itself and the licensing options are depending on the model and the customization. The standard version offers numerous ready-to-use automation options and is free. For advanced enterprise solutions and support, that require additional encryption and intelligence features there is a significant pricing. 

It is recommended to conduct a thorough requirement gathering and hold workshops with customers to understand their specific needs and expectations, before choosing this solution. It would ensure efficient implementation and deployment process. I would rate it ten out of ten.

I use the solution in my company for general incident management and service request management.

The solution's most valuable features are the tool's seamless integration with the configuration management database and the possibility of communicating with end users. For case management, there were very good solutions that allowed you to integrate with tools outside the platform.

The licensing model of the product is a bit rigid, and it can be a bit difficult to downscale if your needs change while also being expensive. The aforementioned area can be considered for improvement in the product. If you are buying an expensive tool, it is because it is the best tool in many ways, but you don't always need the best product if your demand or your requirements aren't very advanced. One should be very realistic about the requirements and be sure that you actually need a tool that is very expensive.

The tool's scalability can be improved. If your needs require downscaling, the tool won't have the same flexibility.

I have been using ServiceNow IT Operations Management for six months. I have been an end user of the tool. In my previous employment, I was working as a reseller of the tool.

It is a very stable solution.

Downscaling can be a problem, but upscaling is not a problem.

The technical support for the solution is very good. I rate the technical support a seven out of ten.

Neutral

The product's installation phase can be described as a medium-range process.

During the product's installation phase, the conversion of the request cases from an older tool to ServiceNow was rather challenging and required a lot of manual work.

Five people can install the product.

The product is easy to maintain.

The solution can be deployed in half a year.

With the tool, it is very easy to make a good business case even though it is quite a bit expensive since it really speeds up workflows and we can do a lot more with the product.

The solution is costly compared to the products offered by its competitors.

I haven't been using the tool continuously because I am a consultant. In some earlier projects, I was using the tool. I have never been an intensive user of the tool but have been a project manager for the implementation of ServiceNow for a customer at some point that took me six months.

The asset management capabilities of the tool are good.

The search functions actually give you suggestions from the uses and cases and the integrations with other sources of information that synthesize a very good summary for the end users and for case management.

I rate the tool a nine out of ten.

The most valuable features of the solution are discovery, cloud governance, event management, and service mapping. ServiceNow Discovery is a very common use case. Event management was a feature we have used with AWS, like how to generate an event using AWS.

ServiceNow IT Operations Management is a very mature offering from ServiceNow, so I can't think of anything about the improvement aspect of the solution.

The initial setup phase was hard and could be made easier.

The solution's scalability and stability have room for improvement.

I have been using ServiceNow IT Operations Management for more than five years.

We may face some instability if the solution is deployed on the cloud. Stability is easily achievable if we opt for on-premises and direct server-to-server connections. Stability depends on the use cases to use cases of the tool. The stability completely depends on the system from which data exchange is happening.

Stability-wise, I rate the solution a five out of ten.

Scalability-wise, I rate the solution a six out of ten.

Data expands in every company. After implementing a solution over a while, the data stack becomes large, and one needs to be careful, cautious, and proactive in checking the configurations in ServiceNow IT Operations Management and ServiceNow Discovery.

The solution's technical support is the same as we receive for ServiceNow Discovery. Proper technical training is required, and the process should be well-defined. I rate the technical support an eight out of ten.

The technical support of ServiceNow DevOps can be challenging because we need to train the resources. If the resources don't receive the right training, and if one doesn't know what needs to be done during a particular scenario, then it can lead to a disaster for an enterprise. Proper training is required before using technical support since then only we can make sense of the support we expect to receive. We need to define a proper process for technical support, like whether it will be L1, L2, L3, or L4. The process should be very clear, and the right information should be provided to the right stakeholders. ServiceNow need not work on support because it is a tool. In ServiceNow, it's all about defining the process and training technical support, which is quite easy. The nuts and bolts required for technical support are catalogs, service requests, and incidents.

Positive

The initial setup and adaptation phases of the solution were hard since we needed to take care of the CMDB, processes, and configuration library, owing to which it is not possible to easily achieve the sole purpose for which ServiceNow IT Operations Management has been created.

I rate the setup phase a seven on a scale of one to ten, where one is difficult and ten is easy.

The solution is deployed on the cloud. Mostly my clients opt for AWS or Azure.

The deployment process doesn't take much time since it is a straightforward process, so it's easy.

Those planning to use ServiceNow IT Operations Management should have a very good knowledge of the CMDB while also being very proactive in understanding the landscape of their complete enterprise to understand what you are capturing in the CMDB and what missing parts need to be leveraged, with event management, and discovery, and cloud governance features of the solution.

It is a powerful tool.

I rate the overall solution a nine out of ten.

My company primarily uses the solution for managing our application catalog, incident management, and as a configuration management database. We also use it for lifecycle management over our applications.

In terms of features, the main advantage of the application services is the centralization of various types of information. For instance, if you manage a customer-facing business, having a system for managing incidents would be extremely beneficial. Additionally, the service level agreements associated with incidents is another important feature. The built-in dashboards provide helpful out-of-the-box reports and support while monitoring key metrics. Overall, these features have made the solution highly advantageous for our needs.

Regarding ServiceNow, there is room for improvement in terms of customization, particularly in the area of self-customization. Organizing organizational information and building custom dashboards and reports is not as easy or intuitive as we would like. We either need to rely on our technical services team to handle these tasks or seek vendor assistance or professional services to extend the solution's capabilities. Ideally, we would like to build and maintain these customizations in-house, but this is currently not as feasible as we hope.

Regarding the features I want to see in the solution's future releases, I will prioritize integrations. Specifically, I would like easier integrations into some Microsoft Technology Stack, including Power BI and other dashboards. This would enable us to consolidate information across different technologies and view it from a holistic ITSM perspective that incorporates other platforms, KPIs, and metrics we measure outside of ServiceNow.

I have been using ServiceNow IT Operations Management for six months. Also, I don't remember the version of the solution I am using.

It is a stable solution. I have not experienced any system outages during my time using the solution. However, we have not fully utilized all of its capabilities, including features such as the mobile application. Moving forward, we plan to explore and leverage the entire suite of enterprise applications, including mobile apps. So, we are currently looking into using quick steps to achieve this in the solution.

Approximately 800 people in our organization use the solution. However, around 30 to 40 people actively monitor and use the solution daily, primarily from our IT services department.

I have not personally contacted the technical support team for the solution. In our organization, specific teams appointed by management are responsible for contacting the technical support team when needed.

I wasn't involved in the initial setup process of the solution.

The solution is worth the money due to the visibility and technical capabilities it provides our organization. However, we will likely have more opportunities to utilize the platform and its functions better. Therefore, there are certainly opportunities for improvement.

I suggest those planning to use the solution that if their organization has the budget and intends to utilize the tool, I recommend it. In our procurement process, my organization looked at industry reports to determine the leading technologies in the space. As a result, ServiceNow was identified as one of the leaders and considered one of the candidates. Afterward, we underwent a full RFP process and product selection process to compare it with other products in the market.

The product is quite mature, especially in ITSM, and ServiceNow does an excellent job in its space. The solution has been fairly stable when deployed on the cloud. However, ServiceNow is not attempting to expand into other spaces or enhance its capabilities with low code, no code applications, etc. This is where I see some room for improvement or further maturity to be gained.

Overall, I rate the solution an eight out of ten.