ServiceNow IT Operations Management Reviews

We use this solution for issue tracking because we have a lot of external customers. So if any of our customers have an issue with our product, they create a ticket, and our system integrates that ticket and allows us to track it end to end when it is open. Then our CEO or engineer can go to the site and fix the issue or change each piece of data. So we use this solution for all the life cycles.

IT support management is the most valuable feature and a very good product. It is easy to use and simple to learn. It has very good features.

The security policies could be increased.

We have been using this solution for about six years and are using the latest version.

The stability is great, and we rarely face any issues with the product. We have thousands of users using this solution.

It is a scalable solution.

Sometimes we require technical support from ServiceNow, and they respond quickly. I rate the technical support a four out of five.

We currently use Remedy, but I do not have details about it because another team uses it.

The initial setup was very simple, and we installed it quickly. We used the escapes to install the deployment and its safety. The deployment can be done in-house, and no technical guys are needed.

I rate this solution a nine out of ten. I strongly recommend ServiceNow IT Operations Management for issues tracking.

We primarily use the solution for our customers, which are based in Orlando, Quebec, and Paris.

The solution has six different modules: Discovery, Service Mapping, Event Management, Operational Intelligence, Cloud Service Provisioning, and Cloud Insights.

They have a very good Health Solutions Suite.

Their Event Management is very good. So are Log Analytics and Event Management.

These three valuable features - Event Management, Log Analytics, and Operational Intelligence - all within their artificial intelligence solution, AIOps. It's very effective.

Log Analytics is very new. It is released in Quebec only. We are yet to implement it, however, in theory, it looks very efficient solution. Even Management we have implemented for around 20 plus customers and it is very effective. It's one of the best solutions in the market.

We also use Discovery and Service Mapping, which are both quite good.

With Cloud Discovery, we can discover cloud assets. It is very useful. 

The solution is quite scalable.

The solution has very good stability overall.

Technical support has been helpful.

Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers. That is one challenge we see.

If Discovery, for example, could be extended to other cloud areas it could be very helpful. Currently, it has popular cloud service providers like AWS, Azure, GCP, Google. If they can extend it to all cloud service providers and containers such as Kubernetes, it would be better. 

In the implementation, we have encountered problems with the Ansible integration and Kubernetes. That is one area they can definitely improve. 

Another area of improvement is ACC. They are launching something called ACC, Agent Client Collector. It is more or less their version of monitoring. That is not yet fully realized. It is not a complete solution. It is in its primitive stages. We would really love to see that improving and covering all applications in order for it to be a really comprehensive monitoring solution. 

At this moment, we are not able to use it as a standalone monitoring solution. We still have to use other monitoring tools like SolarWinds, or AppDynamics, or something like that. If ACC is improved, then it will be an end-to-end solution.

The pricing could be lower.

We've been using the solution for about two years now. It hasn't been very long.

We've found the solution to be stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

O one of the benefits of ServiceNow is scalability. If a company needs to scale, it can do so.

Technical support is quite good. We're satisfied with their level of service. They are knowledgeable and responsive. 

I previously worked with Remedy Orchestrator. In comparison, ServiceNow is easier to implement.

For a typical Event Management and OI, or Discovery, it will take from four to six weeks to implement. 

Service Mapping is a long project. It depends on the number of maps the customer has, so it is long-term. If they have to cover all priority applications, it will be anywhere from six to eight months. That is a long process, and are no longer doing it as an implementation. We are doing it as regular day-to-day work, due to the length of time it takes. It requires a lot of inputs from the application support teams and infrastructure support teams, and a lot of coordination is involved. That is why it takes time. However, for any other product, whether it is Cloud or Event Management or Discovery, you are looking at four to six weeks depending on the customer size and customer environment.

We assist our clients in implementing the solution. 

The cost could be lower.

For those customers who are already using ServiceNow for service management, for example, then it is just the license costs and no other cost is involved. In that way it is good. It is emerging as a holistic solution for enterprise service management. 

The upside to ServiceNow is that everything is in one tool, whereas, with other solutions, you need multiple tools. If you compare that way, then, in the long run, this price is more or less competitive. 

We are managed service providers and resellers of the licenses. On top of that, we provide implementation support and transformation solutions.

For customers considering the solution, the first thing, they need to do is be very sure before implementing ITOM. They need to have a very mature CMDB, as all these modules, whether it is Discovery or Service Mapping or Event Management, all require a very healthy CMDB, with 80% to 85% of maturity. CMDB and CSDM should be added as a prerequisite. If they are, then the implementation of ITOM and the benefit you get from implementing these modules will be quickly realized.

I'd rate the solution at 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.

We use this solution for incident management. It is a tax version only, so we use an internal Deloitte tool, and it is linked. It is related to the incident management process, so we get incidents related to the issues of the Deloitte internal taxation tool.

Any issue related to ServiceNow IT Operations Management and related to authentication or authorization is included at the beginning of the tool. All the internal and external users need to be added to the particular device to use it. We also have to create a group, and the email drops into our email box. We then pick the email up, and the ticket is created.

Access to that particular tool is provided to us, and we mention all the information for a specific incident. For example, if a user needs access to the tool, we go through basic authentication, process it and once it is completed, we close the incident. In addition, since it is a taxation-related tool it allows us to add users and specific documents.

When there are issues, most of the users are unaware of the functionality or what steps they have to follow.

The solution saves us time because we do not need to communicate only through email. When sending emails, there is no guarantee of when the receiver will read or how they will interpret an email. However, with the tool, we both have access to it and can identify the topic and why the ticket was created. Therefore, both parties are aware of the issues, and it is easier to understand, which saves a lot of time. There is also an SLA so the issue can be resolved quickly. We had to prioritize P1 to P3, and the user knows when the issue is resolved.

The most valuable feature is the dashboard. The entire algorithm and setup are very user-friendly. In addition, the dashboard maintenance is very good and the tool doesn't get stuck.

The tool can be improved by including more detailed information to assist new users. So when you get different scenarios and create a ticket, there can be a section explaining the issues that usually occur in the tool. That way, a user can review the error and how it was previously resolved without raising a ticket. In addition, it can serve as an FAQ section, which the tool does not currently have.

I worked on a project at my organization using ServiceNow IT Operations Management. I worked on the project and with this solution from 2019 to 2021.

The solution is stable. It's straightforward to understand for all parties working with it who are unfamiliar with technical tools.

The solution is scalable. The entire taxation team in the US and Canada working with my organization uses this product.

We have not been directly in contact with Service Now customer service because when we have issues with a product, another team handles it.

I cannot comment on the initial setup as I was not involved in the deployment. However, regular upgrades are required on the tool based on customer feedback.

We evaluated other options but chose this one because of its simplicity.

I rate this solution a ten out of ten. The product is very good but can be improved by providing a detailed information section to track recurring issues and their solution. However, from my perspective, I recommend this tool to new users because it is better than most tools in the market right now, mainly because of its simplicity.

ServiceNow was one of the chosen ITSM tools in my previous organizations. So, we were leveraging CMDB and ITSM. We had the incident change, service management, and PA modules. It was primarily used for incident management and tracking the services' up-times and user requests. 

We were using ServiceNow ITOM at times for project management. It was customized to do the tracking. We had created something similar to a Kanban board to see how the processes and services were working.

When we started, it was on-prem, but then slowly, we migrated to the cloud.

It has been very useful for tracking. It has evolved a lot over time, and there is a single pane of glass where you can track and see everything.

At times, it got cumbersome from the project management perspective. It could have been because of the way we were using it. I found Microsoft Project to be more extensive and robust than ITOM.

I have been using this solution since 2012. I last used it about three months ago.

Overall, it's a stable solution.

It is highly scalable. One good thing is that ServiceNow has different plans. We can start with the basic plan and then slowly move to the higher plans.

I don't have much experience with their support. For ServiceNow, we had our own internal team. They used to first do the troubleshooting, and after that, if required, they used to further involve ServiceNow's support team.

Its initial setup is pretty straightforward and simple.

I haven't done an in-depth analysis, but I was looking at possibly alternating with Microsoft Project. ServiceNow is still evolving, whereas Microsoft has been a major player. When you compare, you look at three different quadrants. The first one is the price and operating cost. The second one is stability, and then there is scalability in terms of scaling up and down. One primary advantage that Microsoft has is that most of the organizations have already been using Microsoft 365 and other services. They get a bundled-up package with Microsoft Project. Everything is bundled up in a single package.

I would recommend this solution. ServiceNow is good from the incident management and service management perspective.

I would rate this solution a seven out of ten.

The most important features of ServiceNow IT Operations Management are the discovery service mapping and orchestration. 

The most complaints we have received from our clients are the solution's discovery aspect. I've heard a few concerns from the customers where we have to integrate with a third-party tool to make a full-fledged discovery along with ServiceNow. ServiceNow alone does not do the total capacity of the discovery. The discovery portion of ServiceNow IT Operations Management is not in-depth as what the customers are looking for. The information that it gathers from the assets is a little more limited than what other tools provide.

In an upcoming release, it would be a benefit to include the discovery of mobile assets.

I have been working with ServiceNow IT Operations Management for approximately four years.

ServiceNow IT Operations Management is stable.

The scalability of ServiceNow IT Operations Management is excellent and it is one of the main selling points.

The support from ServiceNow IT Operations Management is good. However, they could be more helpful sometimes.

I would rate the support from ServiceNow IT Operations Management a four out of five.

The initial setup of ServiceNow IT Operations Management is not complex, it is fairly simple.

ServiceNow IT Operations Management pays for itself because of how flexible it is. It's a very strong tool.

The price of ServiceNow IT Operations Management is expensive.

I compared Tanium with ServiceNow IT Operations Management and I found that ServiceNow IT Operations Management is more flexible, suitable for development, and time to market is faster. Additionally, ServiceNow IT Operations Management has overall more features.

I rate ServiceNow IT Operations Management a seven out of ten.

We use the product for discovery and visibility management. 

I like the tool's discovery feature. 

The solution's licensing model is a bit complicated. It should be simple and easy for people to understand. 

I have been using the product for five years. 

I would rate the solution's stability an eight out of ten. 

I would rate the product's scalability a seven out of ten. 

The product's setup is simple. 

I would rate the product's pricing a five out of ten since there are vendors who are cheaper. 

I would rate the product a seven out of ten. The solution is for most customers but enterprise customers will face some restrictions with it. 

Customers use ServiceNow IT Operations Management for IT Operations, ServiceNow Discovery, Event Management, and then service mapping for the CMDB.

What's most valuable in ServiceNow IT Operations Management is that it works with other ServiceNow solutions. For example, to do Event Management, you need to have your service maps and infrastructure properly discovered, so you need a solution that works well with others, such as ServiceNow IT Operations Management.

As a product, I also like that it's pretty strong and it can discover non-IP devices.

As a ServiceNow partner, my company also gets frequent ServiceNow IT Operations Management updates, which is another pro.

An area for improvement for ServiceNow IT Operations Management is making service mapping and discovery easier for non-IP devices.

I've been selling ServiceNow IT Operations Management for six years.

ServiceNow IT Operations Management is a very stable solution.

ServiceNow IT Operations Management is very scalable, and in terms of scalability, I'd give it a nine out of ten.

Customers call the ServiceNow IT Operations Management support team, but we also offer support for the solution to our customers.

The initial setup for ServiceNow IT Operations Management is complex for people not certified in ServiceNow. Customers won't be able to set it up because you're required to be certified and understand ServiceNow IT Operations Management, which is why my company does it for customers. It's easy for my company but difficult for non-certified people.

My customers pay for the ServiceNow IT Operations Management license annually, but it's different because it undergoes a quarterly review.

I'd rate the pricing based on value. ServiceNow IT Operations Management is a premium product as it has better features than competitors.

I work for a ServiceNow partner, so I only handle ServiceNow solutions.

My company sells ServiceNow Orchestration, ServiceNow Discovery, ServiceNow DevOps, and ServiceNow IT Operations Management.

I'd recommend the solution to others. It's my job as a seller.

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