ServiceNow IT Operations Management Reviews

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.

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.

ITOM is a vast solution so primarily we are using cloud management or discovery event management. We also use ITOM for certification management. We're using the enterprise version which includes all modules. I'm a solutions architect. 

The main beauty of the product is that you have everything in one solution. Other products require a variety of solutions and separate installation and configuration, but ITOM offers everything in a single platform. Every six months, they bring out a new release with enhancements to the solution. 

The one drawback is that ITOM isn't able to do its own monitoring of the infrastructure. I believe they are planning to introduce it in an upcoming release, so we are waiting for that.

I've been using this solution for over five years. 

The solution is definitely scalable. One of our customers has around 1200 users.

ServiceNow provides us with product support.

If you fulfill the prerequisites from the infrastructure perspective, the initial setup is straightforward. 

Licensing is a little on the expensive side but we get so much benefit from it, that it's worth the extra cost. 

We evaluated other products before we chose ServiceNow but we found this to be a better solution. ServiceNow offered more features than other solutions. In addition, it was beneficial to us that it was a single platform that didn't require infrastructure. 

I'm waiting for them to add the monitoring and then I can rate this product 10 out of 10. For now, my rating is nine out of 10. 

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. 

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.

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. 

We use ServiceNow for incident management. When an incident occurs, it is assigned to the respective team, who works on resolving the issue based on its severity level. We also define severity levels such as critical, medium, or minor.

Initially, some of our customers faced issues with the solution as they were not very familiar with it. We helped them identify and rectify the issues, such as incidents being assigned to the wrong teams due to group-related issues. Once we corrected these issues, our customers were satisfied with the solution's performance.

There is room for improvement in the stability of ServiceNow.

Overall, the performance and everything is good for the product. However, sometimes customers face issues related to misconfigurations, particularly related to respective groups. Other than that, the performance of ServiceNow IT Operations Management is good.

I have been using ServiceNow IT Operations Management for five to six years.

The stability is fine. I would rate it a seven out of ten.

The scalability of ServiceNow is good. I would rate scalability an eight out of ten. My company is a startup organization, so I have few customers. Two or three customers are using the solution.

The initial setup is straightforward, and it took around a week to deploy the solution. Initially, we need two or three members for deployment. Once we hand over the solution to the customer, it depends on how they manage it.

We need a manager, developer, and QA personnel to deploy the solution.

Licensing is chargeable. For example, earlier, it was monthly.

ServiceNow is a very good product, but it's widely used in the industry. Overall, I'll give it an eight out of ten.

I would advise customers that this is a very useful setup. We get a lot of real incidents, apart from false incidents. Also, ServiceNow has its pro application setup related to AI ops. So, as per the customer, if we need to figure out any issue, we can initially use the standard ServiceNow application. After that, if we separate ServiceNow using AI ops, we can get many features. It is machine learning and AI-based. After that, we can get a lot of features.

In normal ServiceNow, we have to search for routers and other things, but we can get these things automatically from the system in AI operations. So, there is a set of things we can advise the customer in such a way.

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.