ServiceNow IT Operations Management Reviews

It's used a lot for event management. They have monitoring systems. They will integrate with ServiceNow, for the events, for catching events. They will auto-correct on the incident. They also auto-perform the task. An engineer is not doing it manually. For example, if I want to start the Oracle services or I want to launch the AWS or Azure or Google Cloud, a virtual machine, some machines will be automated. Okay. Through cloud applications in ServiceNow, there's CMDB configuration item management, which they need to onboard to ServiceNow. Users want to maintain CMDB on-time maintenance and all the information will be stored in ServiceNow.

You can also automate the requested items. For example, if users want to launch services or launch virtual machines, they just need to raise that request. Other things will be automated. If I want to start Oracle services, engineers traditionally will write some commands on the server. They will log into the servers and perform the task. However, we can automate those things, which will reduce the work and reduce operational costs and maintenance. 

With this solution, operational costs will be reduced. Your maintenance cost will be reduced when you use the item model. You will deliver a fast solution to the customers. 

If something happens on the server-side or router-side, it will be immediately caught. Efficiencies are improved.

It's easy to set up.

If you are new to using the solution, you will find the setup complex. 

I started ServiceNow overall in 2010. In terms of the ITOM module, I started building the solution in 2013.

Some organizations have the solution ready. They just need to plug and play. That said, configuration and customization can be difficult as it's not easy to capture those requirements. Therefore, the stability depends on the setup. 

The solution is scalable.

As I am an expert and I know how to implement or how to get the requirements, I find the initial setup to be pretty easy. I know the roadblocks or what security things to expect. It's easy to deploy if you've already worked with it. It's not complex for me. However, if someone is new, it can definitely be a challenge. They would need expert advice. Some of the things in relation to security are very difficult. If you don't know what you are doing, you might block your solutions. You'll need to figure out how to fix those things, which ServiceNow Autobox does not provide.

How long it takes to deploy depends on an enterprise's requirements. If they want to only implement event management, then there is a different timeline related to how many monitoring systems they want to integrate. If they have any other tools and if they have more than 10 plus monitoring tools, it will take a long time. It will take more than six months end-to-end with accurate CMDV.

One architect is required for maintenance. One project manager is required to maintain those things. We also need ServiceNow senior developers, around four or more. We need also the ServiceNow QA, Quality Assurance, testing. For a bigger organization, we need six-plus people. If it's small the number of people you need is based on the number of your completion item. If you are using between 100 to 200 completion items, and it's easy, it does not require six people. You can take one architect, one developer, and one QA okay. However, if you have a huge conversion item, like 3,000 or 4,000 - and some organizations have 40,000 or more - then you will obviously need more people. 

The solution does offer an ROI. You can cover the costs, which you have incurred within three months to six months when you use the solution. 

The licensing cost is based on your partnership with ServiceNow. The yearly license cost will be up here. I cannot give an exact figure as its calculation is based on your devices.

We are a ServiceNow partner. 

Right now, I'm using the Rome upgrade. That is the latest version. We use both public and hybrid cloud deployments. 

You should have the ITSM model in your company, which is a prerequisite. Without that, you cannot perform your tasks, whatever you have. So, ITSM is required. If you purchase the ServiceNow instance, it will cost you around $60,000 along with one additional day of environment. That will be included in your ITSM. 

Once you connect with the ServiceNow account manager, they can explain what should be done or not done. 

I'd rate the solution ten out of ten. No other solution is matching what ServiceNow is offering at this time. 

We are using ServiceNow ITOM Health. We correlate alarms from different platforms and then use it for incident management.

It is flexible. You can tune it, more or less, as you want.

My managers would say that the price is too high. We wanted to also have the visibility version of it, but it's too expensive for us. Going for visibility would have doubled up the price.

I have been using this solution for one and a half years.

It seems stable.

It seems scalable. I'm configuring it and sending the events or the incidents to about 30 people.

I have had one case or so, and their support was fine.

It was easy to set up. The deployment was done in small steps. It took a few months to have it tuned and set up because a lot of different inputs had to be configured.

We did it ourselves.

It is expensive. It is around 10 Euros per server per month.

It is a platform. So, you can extend it to a lot of areas. You should design it well from the start because it can do a lot. It would be good to have an experienced consultant come in and show what it can do to the management so that they can see the value of it. There are values in it, but sometimes, it's difficult for management to see them because they, more or less, think about the costs.

I would rate it a seven 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.

ITOM communicates information about incidents and maintains them. It handles tickets change, manages service networks, and reduces IT service downtime for the organization.

ServiceNow IT Operations Management is an easily configurable SaaS product and there is no other capability that can compare to the functionality and organization. 

With ServiceNow, we can do almost everything for your organization, be it ticketing, maintenance, infrastructure maintenance, software, hardware, renewals, portfolio management, etc. It is easy to configure and scalable. Moreover, the business can do the configuration without the technical team.

The pricing of some modules is higher because they are sold in packages. If we need something specific, we cannot take it individually. Instead, we have to take it along with other functions or capabilities that we may not need. Additionally, certain specific packages are significantly more costly compared to the competition in the Service Desk domain. Therefore, the pricing model is an area of improvement for me. 

I have been using the solution for three years. We are a premier partner of ServiceNow.

The stability of ServiceNow is good. I would rate it a nine out of ten. 

It is a scalable product.  We have 15 customers, using this solution.

Customer service and support were good. 

The initial setup is straightforward and easily intuitive. Moreover, ServiceNow can be deployed both on the cloud and on-prem. 

It is a normal ACLC. It's kind of similar to SaaS products' implementation, which is a step-by-step procedure. So when we pay, ServiceNow will provide a subscription-based model.

ServiceNow has a subscription-based model, and our customers use the yearly-based license.

Overall, I would rate the solution an eight out of ten. I would definitely recommend using this solution. 

I use the tool to create tickets and solve incidents. It also helps us to check and review dashboards and present them to the management. 

I am impressed with the tool's ability to track information in an easy way. 

The product needs to add a workflow insight tool. 

The solution is stable. 

The tool is scalable and my company has 3000 users for the product. 

The product's setup is easy. 

I would rate the product a ten out of ten. 

Our clients use ServiceNow IT Operations Management to manage their IT infrastructure, that is, to track all their servers and storage.

The solution is deployed on the cloud provided by ServiceNow.

I have found Discovery, CMDB, and service mapping to be valuable features.

There are some limitations with Discovery; some areas are not available in the installation. I would like the solution to be able to discover more devices. That will remove the need to have multiple tools.

I've been working with this solution for seven years.

I would rate the stability of the solution at nine out of ten.

It is a highly scalable solution, and I would rate the scalability at nine out of ten. Approximately 300 operations team members heavily use the solution. We have a mix of clients, but most of them are medium- to enterprise-level organizations.

ServiceNow IT Operations Management's technical support is good, and I'd rate it at seven out of ten. Sometimes, we have to follow up with them.

Neutral

I would rate the initial setup at six. It is neither too easy nor too difficult. ServiceNow IT Operations Management is not a straightforward solution, and the deployment can take one to two years.

We gather the scope from the customers, create a high level design, and then implement it.

ServiceNow IT Operations Management is a costly solution. I'd rate the price at ten, on a scale from one to ten with one being the lowest and ten being the highest price. Some clients do have a problem with the price, but most find that the solution is worth the cost.

I would recommend ServiceNow IT Operations Management and rate it at nine out of ten. It is a market leader and is very implementation-friendly. Developers have a clear understanding of how the solution works, and it is mature enough to handle different client needs.

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.

We use the solution for infrastructure management and managing the changes. We have multiple teams of developers thus we come across a lot of modifications occurring daily. We handle them with the help of ServiceNow.

The solution has some helpful modules and serves as a good platform. While using it, you don't need to configure the implementation. You can improve operation integrations with its help.

The user interface is better than other alternatives but not that easy. They should improve the user interface to the latest version, so the customers can use it more easily.

I have worked with ServiceNow for about five years, and with IT Operations Management for about two years now.

The solution is very stable. However, our consumer experiences are pretty diverse. We deploy the solution using XML access, and we have about 1,000,000 consumers. Each consumer has a server. Sometimes ServiceNow goes down. It is not as stable as the other solutions.

The solution takes time to scale. You need to contact the support team to analyze your needs.

The customer support is fine. It's not so good and very inconvenient. The documentation could be better too. There are a lot of things I can't comprehend.

Neutral

We have used three to four solutions before. They were not able to integrate well with the other systems. Wherein ServiceNow helps us to manage all the changes in just one place. It has a good UI as well. Also, the Director of our company thought ServiceNow would be a good solution. Our IT Operations team and the Director of the customer service department wanted to buy ServiceNow and implement it for our customers. Thus, we switched to ServiceNow IT Operations Management.

It's not so easy to understand the setup concept, but it's easy to manage the incidents and problems.

We have an in-house team for integration. But it's just that ServiceNow enables the integration of features and helps us configure the setup. We update the XML file with the help of our developer in the environment. We develop it in that instance. Later, we go through the stages and steps and deploy them to the system. We have a centric component to help us manage the production environment. So the developers follow the documents in the environment to make the centric component implement the deployment.

I advise others not to customize a lot while using ServiceNow. Just use it as it is. The maintenance is complex. In ServiceNow, we have a lot of options for customization. They can cause problems, and detecting which customization is causing them isn't easy. Usually, the customizations break in the new versions. They do not get upgraded to the following versions. Thus, it requires a lot of work for the team to test each version to ensure no customization breaks.

I rate this solution a nine out of ten.