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.

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.

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.

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. 

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. 

My company implements the solution both on-premises and in the cloud for clients. 

The solution is used to discover assets, their dependencies , service mapping and implement all required ITSM modules including CMDB and Asset Management on a single platform.

The solution allows you to subscribe to the all required ITSM modules , asset discovery and service mapping on a single platform, its guided setup provides easy implementation process and I found these features most valuable.

The out-of-the-box reporting feature has room for the improvement, it can be make more user friendly as other tools. 

Troubleshooting can be confusing if you are not well versed in scripting.

I have been using the solution for two years. 

The solution is stable and new versions are released twice per year. 

I found the solution scalable, it is now highly recognized in the industry and there are many compatible products available. 

For example, CyberArk and SCCM provides out-of-the-box integration with the solution. 

For one client, we wanted to clean the CMDB excluding few records so we contacted technical support. Rather than assist us with the task, they provided written steps for completing the task without losing data. We would have preferred a higher level of assistance. 

For some errors I face, I have not found proper resolution in the available documents or through the community. 

Neutral

Few of our clients previously used BMC Remedy and BMC Discovery but moved to ServiceNow for it's one plateform solution feature.

The initial setup is easy once you get used to it. 

Initially, I found the solution's setup to be a bit more complicated than BMC Remedy and BMC Discovery. 

As I learned more of the solution's features, I became confident with installation and deployment. ServiceNow is a cloud based solution and you need to install a MidServer application to interact it with clients environment and data centers in cloud and on-premise. You can install more than one MidServers for an environment to cover all the assets and DMZ's as per the requirement. It's guided setup for step by step installation instructions gives an easy approach to implement it.

I implement the solution for clients. 

The solution offers yearly licenses and a subscription model for add-on features. 

I recommend any solution only after proper assessment of clients environment and requirements and if you are looking for implementing asset discovery, service mapping, CMDB and most of ITSM module on a single place then ServiceNow is good to choose for. 

I rate the solution a seven out of ten. 

The auto remediation feature has been most valuable. They have also introduced an AOP feature of ServiceNow that we are keen to explore. They have also come up with a lot of anomaly detection and self healing through orchestration.

Even though they call it low code there are a lot of customizations needed, especially from an ITOM standpoint. We have the opportunity to pick elementary data but there is a lot of scope when it comes to training bots and the ML capability. I think this solution still needs to mature, especially from an ITOM perspective. It is still very difficult to train the bots to to detect anomalies.

The ML capability also needs improvement. 

I have been using this solution for three years. 

This is a stable solution. I would rate it seven out of ten for stability. 

This is a scalable solution. 

The availability of the contact center for high priority tickets is really good. If you are an ITOM user and you depend on a particular vendor to get a response, especially when it comes to new product features, there is a lag. 

Positive

For us, the initial setup was straightforward but this does depend on your organization. If you don't have a proper CMDB set up, whether it is internal or outside ServiceNow, the ITOM implementation may not be very easy. 

This solution offers good value but comes at a very high premium. Pricing could be reduced by 10 to 20%.

I would rate this solution an eight out of ten.