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.

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.

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.

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 this solution primarily for event management, aggregation, correlation, and analytics. It has moved from simple correlation to AIOps and helps us and our customers move towards AIOps. In addition, the regional ITOM has been valuable.

We measure the challenges we face when detecting an anomaly based on thresholds, KPIs, or application infrastructures. We assess the three Ws of what, where and why. That has been the most valuable feature for any administrator, service, IT operator or support agent.

There needs to be a focus on AI machine learning production. Their AI ML prediction algorithms have been improving, but we would like to see further enhancements. We don't need both Splunk and ServiceNow IT Operations Management. The problem with ServiceNow is that it allows you to coexist, but we don't want to coexist as partners or end users. We want to be able to replace and save some bugs and money.

It should have better integrations with other solutions. For example, rather than out-of-the-box level integrations, it would be good to have tools like SolarWinds, ManageEngine, or any monitoring tool. In addition, the tool plethora is changing fast, and we have some custom tools in the cloud with Google and AWS Azure. So we want those integrations to be enhanced with ServiceNow.

Another issue is that the licensing model is becoming too cumbersome on the DICOM side. Their standard professional enterprise is becoming too onerous with many advanced features, and with their recent acquisitions, they are still figuring out some things. For example, Loom Systems is used to enhance their ITOM AI ML. They also recently brought in a few other tools like Asari. We want all of these to be merged under one roof, so instead of us preparing multiple modules, we would be happier if we could have Asari integrated with ITOM and other advanced analytics.

We have been using this solution for ten years.

It is a stable solution. Once it is set up, it flows, and the data metrics are captured. Unlike an IP on an IPBM, we might create new workflows, so the challenges of having a tech step do not exist. Once it is set up, it's straightforward. I think there is only a pre-defined set of things you can utilize, so it is stable. We have about 15,000 nodes.

It is relatively scalable. It is scalable if you view scalability within a simple ecosystem or the same ecosystem where you add devices and endpoints within the same subnet network. There are no challenges in this case, and it may require a few licenses. However, if we are acquiring another company or expanding geographically, we have to set up a mid-server for the subnets of the new offices and network locations, which can make the scalability complex. Therefore, the scalability in an existing setup is straightforward, but it becomes complex if ramped up.

The technical support has been a bit challenging because if we raise a ticket regarding a lost asset, it takes a while to hear back and resolve the issue. However, they are very responsive if it is a simple issue. The overall support and knowledge of the technical support team are decent. However, there is still room for improvement. Therefore, I rate the technical support an eight out of ten.

The initial setup of IT Operations Management was not that straightforward and was relatively complex. It was complicated because one of the prerequisites to have a full-flow ITOM is to have a discovery dependency on all mapping. Composing this discovery with an agent-based discovery and setting up the mid-server takes time. In other implementations, you can start on the SaaS platform without integration and have separate tickets running separately with just an email. But for an ITOM, it gets tricky because you have to set up your discovery where you keep your dependency topology mapping in place and where you get your CMD.

Therefore, based on the scope that needs to be covered, it can become pretty complex if it is a hybrid environment. An AIOps could be fairly difficult from an implementation perspective. If you don't get AIOps on day one, you have to run it for probably three to six months before collecting enough events and data logs to churn out those analytics. I rate the setup a six out of ten.

ROI is fair because it takes time to realize benefits within the first year. However, the ROI is decent after that because all the hardware and software have complete visibility. There is access to the entire tech desk, and tech refresh and asset lifecycle management are under control. So, it could take 18 to 24 months for a medium to large enterprise to see an ROI. Therefore, I rate the ROI a six out of ten.

ServiceNow IT Operations Management is very expensive. The list price is around $40 per node per month for the high-end, all-inclusive version. So because it is somewhat expensive, an enterprise customer won't put all their nodes on it and would rather use only the production environment. The solution does not distinguish between production and non-production for the nodes. We spend roughly $250,000 US dollars on this solution a month. I rate the pricing a two out of ten, with ten being competitive and one being expensive. The pricing could be better.

Splunk is a close comparison to this solution and would be an alternative as it has heavy application dependency. Other alternative solutions are AppDynamics and New Relic, and the main difference between ServiceNow IT Operations Management and other solutions is the accompanying features. ServiceNow IT Operations Management has service mapping, impact management, metric intelligence and health of analytics. If we want to know the health of any assets, we can do that with ServiceNow. AppDynamics can do that to a degree through a business impact manager but not to the degree that ServiceNow can.

I rate this solution a seven out of ten. It would be good if there were a focus on application performance management. In addition, they could improve cloud capabilities from an event management correlation perspective.

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.

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.

The primary use case is mainly for our daily tracking of tickets, creating a dashboard to check the SLA or if any ticket is open or closed if any got breached. 

The solution has improved from version to version. Earlier there was no option for the dashboard, so it used to check manually and do incident tracking to figure out the details of the ticket, like the pending or the open task. But as per the current trend, when the dashboard got introduced, it was very quick. It's kind of like, I will say, a one-touch or a one-stop market for getting all the details of the ticketing information.

The most valuable feature is dashboard creation, which is recently integrated. The reason being in the dashboard, it is very easy to see the graph of the pending task. Or you might say if any ticket or anything got SLA breached or even to whom what task is assigned to, for how long. Everything can be tracked from the dashboard.

I would like more manual issues to have automated report-facing options.

I have been using the solution for a few years.

The solution is stable.

The solution is scalable from time to time.

The initial setup is very straightforward. A person just needs to join a team to access the network and that's all.

The deployment was completed in-house.

There is definitely a return on investment with this solution.

I give the solution an eight out of ten.

The solution is used wherever there is an operations activity in our organization. It is hard to say exactly how many people are using the solution but it is a lot.

We have a support team that consists of six to eight people used for deployment and maintenance.

We definitely have plans to increase the usage of the solution, because, considering the current market trend, the ServiceNow IT Operations Management usage will increase in long run.

I recommend this solution. The reason is it's cost-effective, number one. Number two, many of the processes got recently automated in it, like checking the major incidents. When triggered, it will be notified according to the configuration set. Any people can create a dashboard to get a quick view of the SLS.