ServiceNow IT Operations Management Reviews

We primarily use the solution for event consolidation and correlation as well as centralizing disparate managing tools into ServiceNow into our IT Operations Management. It's for infrastructure monitoring and a cloud management kind of tool.

I like the solution due to the fact that it's scalable. I like the fact that it has open APIs and is supported by basically any monitoring tool that can be integrated with ServiceNow.

I find the setup to be relatively easy.

The solution is stable.

It is scalable. 

ServiceNow could be more prescriptive on how customers can leverage some of the benefits. I know there's a lot of capability. However, maybe more prescriptive guidance needs to be provided.

I've been using the solution since 2015. It's been seven years now, so it's been a while. 

It is very stable and reliable. There aren't bugs or glitches. It doesn't crash or freeze. It offers good performance. 

The scalability has been great. It is very scalable. 

I've been satisfied with the technical support. I find them to be helpful and responsive. 

I'm mostly focused on ServiceNow. I don't use solutions beyond this product.

The initial setup is fairly straightforward for me. I've been working on this solution for so long now that it's relatively easy. It's always hard to get the requirements and the customer to articulate their needs, however. From the perspective of configuring the tool, it's not that difficult.

I'd rate the ease of setup at a four out of five. 

I can implement the solution for clients. I can implement it with a number of tools. 

The price is a controversial question. It was not expensive or cheap. It depends on what the customer needs. Every customer's pricing is customized to their needs. It's not one size fits all pricing.

I'm actually a consultant on it, so I implement ServiceNow. I'm a reseller.

While the solution can be used on-premises. However, I've never used an on-premises deployment. Likely 99% of the customers use it on the cloud.

I'd advise potential new users to go through the education classes and make sure that they are talking to the right consultants.

I'd rate the solution nine out of ten.

We use ServiceNow IT Operations Management to manage the day-to-day operations of IT, as opposed to the Business Manager, which is responsible for cost management.

The setup and deployment could be simplified, and the pricing could improve.

ServiceNow IT Operations Management is a stable product.

ServiceNow IT Operations Management is scalable.

Technical support is not great.

I have experience with IT Service Management, IT Business Management, and CMDB.

The initial setup is complicated.

There are additional costs, you have to pay more for everything.

I would suggest being careful when it comes to negotiating the price.

ServiceNow IT Operations Management is best suited for large enterprise companies. It is not suitable for small to medium businesses.

I would rate ServiceNow IT Operations Management a five out of ten.

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.

The Discovery feature is the most valuable. I only use the Discovery and Service Mapping features. I am using the minor subscription called ITOM Visibility, which includes the Discovery and Service Mapping features.

It is easy to understand and easy to use. It has a lot of documentation. You can find a lot of help online, which helps me in finding what I need in a rapid way. You can find videos on YouTube channels and a lot of stuff and information in the online community.

The pattern part can be improved. Patterns are used in the Discovery feature. Although it is easy to create new patterns and modify the existing ones, it would be better if this solution can have more out-of-the-box patterns.

In terms of new features, they can include artificial intelligence, something like machine learning.

I have been using this solution for two years.

Scalability is one of the most wonderful features of this solution. It is easy to scale. You don't have to change any configuration in order to scale to another platform or another network. It is easy for users. We have three users of this solution in our company.

I can comfortably fix what is wrong. I open a ticket, and they serve me in a couple of hours. They understand what is wrong and are able to find a solution promptly. I would rate them a nine out of ten. They generally respond very quickly, but the response time could be improved.

The initial setup was quite simple. The deployment took about two months. The main and the most difficult parts are creating the right credentials with the right permissions and opening the right ports. After you have done these, it is very easy to implement.

It has different subscription models. 

In order to find the right solution for your environment, do a search on various websites like IT Central Station, Gartner, and Forrester to review what other people are saying about the problems and the features they want to be implemented.  

I would rate ServiceNow IT Operations Management a nine out of ten.

ServiceNow IT Operations Management provides an ITSM (IT Service Management) ITOM (IT Operations Management) service for a client.  

The software asset management features — especially around discovery — are the tools I find to be the most valuable.  

In providing for customers, I think that the cost of ServiceNow is quite high. I think it would be good if they could offer an entry-level version or do something with the pricing. That would help quite a lot of customers at the moment. It can only be used easily by enterprise customers because they can afford the costs. The middle of a market and the SME (Small and Medium Enterprise) market might not be able to afford to use it.  

It is not that I would like to see a scaled-down version as I do not know how that would work. It would be an advantage for the price to come down to make it more of a reasonable investment for small to medium-sized businesses.  

I also think the ServiceNow app store can use a few more apps. The offerings are currently a little limited.   

The user interface is okay. The aesthetics are not 100%, but it is functional. That does not mean it could not be improved.   

I have been using the product for over three years.  

The scalability is quite good. You can start with the basic product and then you have got the other functionality, which you can then buy and add-on in batches. So it is quite good in the area of scaling functionality. But I think they are continuing to develop other features, which is quite good as well.  

Once I get more customers we do have plans to scale usage, and scalability in adding users does not seem to be an issue.  

To rate the technical support on a scale of one to ten, I would give them a seven-out-of-ten.  

I used another solution in this category prior to ServiceNow. The reason I switched is because of the ease-of-use and service style, but also because a lot of the people I speak to or the clients I deal with are using ServiceNow. It is partially because it is simply a more popular suite.  

The initial set up is straightforward apart from the configuration on the API — that takes a bit of technical work. But the initial project set up is quite straight forward.  

When we set up a project it can take about two weeks to complete the process for one client. For the deployment, we need to put in all the information into spreadsheets to push all the information into ServiceNow.  

For the deployment, I used an external consultant.  

The licensing is on a yearly basis. There are different contract types. You have got a yearly, three yearly, and then subscription-based licenses.  

For people considering this solution, I would encourage them to go for the developer instance, which is free. They should initially download that. They can use it on a test basis to get a feel for the product before buying a license and going into production.  

On a scale from one to ten where one is the worst and ten is the best, I would rate this product as a six-out-of-ten. Things are continuously improving, so my rating for the product might improve as well. There is no way for a product to be a ten because that means there is nothing left to improve. I would never really rate anything a ten.  

I like the tool's CMBD connection with Discovery. The solution is also flexible. 

There is a slower learning curve associated with the tool's scripting part. It is also not cheap. 

I have been working with the solution for three to four years. 

The tool never went down for me. However, the solution goes slow in our development environment. 

ServiceNow IT Operations Management is scalable. You need to pay for more licenses if you want to scale up. 

We have a good technical team and we seek support only when there are some strange issues. 

Positive

ServiceNow IT Operations Management's initial setup is easy. You can add a lot of customization but it depends on your knowledge. 

I would rate the product a nine out of ten. It is a solution for big companies.