ServiceNow IT Operations Management Reviews

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.

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.

The solution is used primarily for operations management. 

We had a lot of events and some of the things that have been done manually. Now, when an email is sent, it'll create a task, and your teams can handle it. Having Event Management, we create events and alerts, so everything is streamlined.

The suite is pretty strong. Everything is consolidated into one, which is helpful. Before that, if a switch went down, we'd get 600 tickets. Now, we get only one. Pretty much everyone is happy with how it has streamlined everything.

It helps streamline management and processes. 

It's stable.

Support can be helpful. 

The Discovery needs to become more functional.

Service mapping is pretty limited.

It has a complex initial setup.

I've been using the solution for two years. 

With Event Management and orchestration, it's stable and reliable. The immigration hub, we use it a lot. However, as far as discovery and service mapping goes, it kind of falls short.

We haven't tried to scale the solution at this point. 

We have up to ten to 12 people using the solution right now. 

At this point, we have no plans to increase usage. 

Support is okay. However, it would depend on the person we got. Sometimes we would get someone who would just say, "Oh, it's not our problem," and then close the task. Sometimes we would get someone who actually realized these were the limitations, and they would work with personal development to get us a fix. Support is hit or a miss.

Neutral

We had homegrown software that pulled in all the details. On top of that, we had some other tools for Event Management.

The initial setup was pretty complex. It was about a nine-month process to implement it.

We need four to six people to deploy the solution and about two people to maintain the solution once it is set up. 

We had a couple of contractors come and help, however, for the most part, we have our own discovery admin, and I was leading the project, so it was a mix of in-house and external resources.

We might have seen an ROI. It might allow for break-even costs. It didn't provide as much value as we thought it would.

The licensing is paid every three years. I'm not sure of the exact pricing. 

The pricing was negotiated with the senior director. Procurement takes care of the cost, and the senior directors are involved. The managers and individual contributors know what they're signing up for and what features we're getting, however, not actually the cost of the software. 

We did not evaluate other options. 

We are end-users. 

We have our own data centers, and the solution exists in them. We use Operations Management pretty heavily.

If they're going for a fresh CMDB, then ITOM is a great product. If they have a fully grown, mature CMDB, then they may want to think twice about going to ITOM.

I'd rate the solution seven out of ten. 

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.

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.

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.

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.