ServiceNow IT Operations Management Reviews

ServiceNow IT Operations Management helps in IT service management. It is based on ITL practices of service management.

The most valuable features of ServiceNow IT Operations Management are ease of use, intuitive design, and ease of management, and its based on IT practices which are good.

I have been using ServiceNow IT Operations Management for approximately six years.

ServiceNow IT Operations Management is stable because it's a SaaS solution. However, it depends on the subscription model you choose, which will have the level of availability and capacity managed by ServiceNow.

There are times the application has some performance issue, but it could be because of our network. There should be something done to resolve this.

ServiceNow IT Operations Management is scalable because it is a SaaS application that has scalability. You do not have to worry about the scalability, you only have to plan it depending upon the expansion.

We have approximately 10,000 to 15,000 users.

The support from ServiceNow IT Operations Management is not bad. However, it depends on how you are going to receive the support criteria. You can manage to receive support criteria good enough. I have managed to receive priority one support in one of my companies.

The deployment of ServiceNow IT Operations Management can be easy but it depends on the company's complexity.

The time for deployment of ServiceNow IT Operations Management depends on many factors. It's a SaaS application, it should not take too long, but if you want to define the tool based on your processes, then it would take some time. It fully depends on the company's complexity. There are out-of-the-box product flows and if you want to use them, you can from day one. However, if you want to customize it and change it to your company's practices, then it will take more time.

The setup could be faster.

I would recommend ServiceNow IT Operations Management to others. It's one of the market leaders

I rate ServiceNow IT Operations Management a nine 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.

Our company has forty team members who use the solution for change management, problem management, and our intake process. 

We use the workflow management tool for several provisions. For example, a requester creates the request, it goes to the floor for approval, and then it automatically connects with the backend VR process. The destroy process uses the same format. 

The workflow management tool is very valuable. 

The solution is very capable and user friendly. 

The service discovery tool should include HR automations that automatically remove an employee who is leaving. In this scenario, HR would flag an employee with their leave date and the solution would automatically remove the account on the specified date. 

I have been using the solution for seven years. 

The solution is stable with no issues so I rate stability a ten out of ten. 

The solution is very scalable. We do not have plans to increase usage because all staff who require the solution already have it. 

We have not needed technical support. 

We previously used Remedy but switched to the solution because it is more capable and user friendly. 

The setup is very simple. 

We implemented the solution in-house. 

Overall, I like the solution so rate it a nine 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.

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.

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.

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.

My use cases for ServiceNow IT Operations Management include problem management, incident management, ticket management, and helping users set up IT and asset management systems.

The end-to-end ticketing process is most valuable in ServiceNow IT Operations Management because its notification feature is excellent in keeping all users informed on the next step compared to BMC.

I also like that ServiceNow IT Operations Management is very user-friendly.

ServiceNow IT Operations Management could do a little bit better with integrations when people or organizations move to ServiceNow IT Operations Management from other applications. The solution has some integration with JIRA, but it has been more challenging to integrate with BMC Helix.

ServiceNow IT Operations Management doesn't have specific plugins for CMDB, so the process has to go through a discovery mode compared to a CMDB-to-CMDB process. Integrating ServiceNow IT Operations Management with CMDB processes needs a little more work.

My experience with ServiceNow IT Operations Management is about three or four years.

Stability-wise, ServiceNow IT Operations Management has a good outlook because it has a better response time than BMC Helix. The stability of ServiceNow IT Operations Management is adequate.

I've contacted the technical support team for ServiceNow IT Operations Management. Each time I have an issue, the support team is quick to help resolve incidents, including getting the right groups involved, particularly for the cloud services. The team was always very prompt and working on a system to better develop responses to my needs.

I've used BMC Helix before using ServiceNow IT Operations Management.

The initial setup for ServiceNow IT Operations Management is complex, but my co-workers now gather requirements as I focus more on BMC Helix.

I've worked on different deployments of ServiceNow IT Operations Management. My company is currently trying to move it to the ServiceNow cloud, but previously, it was a combination of cloud and on-premise deployment.

My advice to anyone thinking of implementing ServiceNow IT Operations Management is to do research, especially if you're coming from a platform similar to ServiceNow, to ensure you know the integration requirements before you do the integration. Even if you buy ServiceNow IT Operations Management, some additional plug-ins may need to be paid, so that's good to know on the front end.

My rating for ServiceNow IT Operations Management is eight out of ten.