As an implementation expert and former CIO, I handled implementation from an IT best practice perspective for different companies.
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As an implementation expert and former CIO, I handled implementation from an IT best practice perspective for different companies.
The features I have found most valuable in ServiceNow IT Operations Management include the ticketing process, as we replaced another tool with this ITSM tool to create a single platform, helping us centralize all ticketing processes, workflow processes, and new user registration initially for 3,000 people. We built numerous workflows including user registration and customer registration forms, with the purpose of having a single tool with a single process, a single alert, follow-up, dashboards, and analytics.
To streamline IT processes, we started by streamlining all ticketing processes and then all non-IT processes, enabling a single dashboard for the user, the IT team, and our partners who are implementing the same support partners, growing from three companies to close to 17 companies now using the same tool. Even for a SaaS product, we use this tool for end-to-end management, providing real-time visibility of workflow, work processes which were defined, and ticketing—resolved, not resolved, and where it is.
The impact of ServiceNow IT Operations Management's configuration management on service quality has been significant, as we implemented a common platform for the Adani Group, which is a large company, and we have Adani Wilmar with close to eight or nine separate business units covering oil, gas, steel, and real estate, all having different features and functionality, while keeping the overall process and configuration the same to reduce the run maintenance cost of the overall group company and within Adani, ensuring a single source of truth.
ServiceNow IT Operations Management can be improved by focusing on adoption, as some companies still use other tools, and we had to onboard them initially, addressing challenges such as data migration and consistency, especially since we have 14,000 users in my group company utilizing this for multiple purposes, emphasizing workflows defined so that onboarding processes can be streamlined into a single tool.
To improve ServiceNow IT Operations Management, I believe incorporating natural language processing is essential, allowing users to type queries such as 'I need this' and receive responses based on AI and data. Furthermore, enhancing analytics is crucial, as we have seven years of data providing a substantial history of past ITSM and non-ITSM business tickets that can help predict and reduce the volume of calls.
I have been working with ServiceNow IT Operations Management for close to eight years.
ServiceNow IT Operations Management's predictive AIOps capability helps in maintaining service availability by enabling us to check whether similar tickets were raised in the past or what solutions were provided when users raise tickets, including non-IT tickets, supported by an exception dashboard focusing on exceptions, allowing us to achieve very high target and closure rates compared to other tools, all while benefiting from a single tool, single maintenance, and reduced license costs.
Regarding pricing, while I initially felt the prices were high when we moved, I now see that it is reasonable considering that we are not just using an ITSM tool; we are improving processes and communication across a single platform for incident, ticket management, workflow management, and follow-up, making it justifiable, especially now that we have added more functionality and features across departments, simplifying processes such as vendor and customer onboarding.
I have used ServiceNow Orchestration.
Regarding the platform's centralized dashboard, when we started, we built a centralized dashboard for our own requirement, creating separate dashboards for management, operations, and vendors who logged into our system based on what they needed to see, focusing on exceptions or criticality, thus reducing the time for follow-ups and multiple calls while ensuring real-time visibility and keeping recordings in the system.
My experience with ServiceNow IT Operations Management's real-time analytics has impacted our problem resolution processes since, with the system being a single platform, all the dashboards built by us are real-time with logs and details, providing real-time status visible to all partners, users, the IT team, and the business team, eliminating the need for historical data and separate meetings for dashboard insights.
I purchased my ServiceNow IT Operations Management through a partner. I would rate this product an 8 out of 10.
PubSub+ Platform is primarily used for guaranteed delivery of messages from across systems, for microservice-based development, and for high-speed data consumption purposes. Guaranteed transmission of messages is another key use case.
The unique functions I appreciate about PubSub+ Platform are that it allows me to design my solution in a graphical manner, which is not available in many other products, and the design can also be pushed to the actual infrastructure layer, making it quite advantageous.
Mesh technology is useful in scenarios where different geographies have to be connected, although such situations are not commonly found. It is beneficial but not a super-used feature of PubSub+ Platform.
The event replay function is quite mature in PubSub+ Platform, allowing me to replay messages that are days in the past, which is a good feature.
The main benefits PubSub+ Platform provides for the end-user include building a robust and scalable system with very low network latency, which improves the customer experience, whether using mobile phones or applications. This type of messaging framework is extremely important, and Solace is a very good product in that space. Nowadays, most applications are built using microservices technology, with small microservices interchanging messages via PubSub+ Platform. Without it, realizing a scalable system would not be possible; for example, one cannot have Netflix or similar services that require quick data transit and a good user experience, ensuring that data cannot be lost in transit.
The analytics part of PubSub+ Platform is quite useful as it can connect with many analytical software tools, mainly for analysis of system logs, such as Splunk, DataDog, or Prometheus. It has the flexibility to connect with any of these and supports OpenTelemetry, which is not available in many other products, making traceability very easy. I can see how a message travels from a source system to the target system, end-to-end, along with what happens to that message along the path, making the analytics quite good.
Potential areas for improvement in PubSub+ Platform are its authentication mechanisms, which could be slightly better. While simple authentication using basic methods is easy, moving to more robust mechanisms like certificates or OAuth requires a bit deeper technical expertise.
I feel there is a lack of functionality in PubSub+ Platform; Solace has introduced microservices and micro-integrations recently with some capabilities, but they can improve on these. They also have some AI agent capabilities that are quite unknown, so if they can disclose this information properly, perhaps through blogs or detailed descriptions, it could be better.
I have been working with PubSub+ Platform for about five years.
I would rate the stability of PubSub+ Platform as a nine.
In terms of scalability, I would rate PubSub+ Platform as quite scalable, around 9.99.
I rate Solace's technical support as good; they can come on calls and assist quite well, so I could give them an eight.
The initial setup for PubSub+ Platform is not that difficult; it depends on the environment where I want to use it. If I use it on the cloud, it is quite straightforward, but in a Kubernetes environment, it needs a little bit of support.
Pricing-wise for PubSub+ Platform, I find it a little expensive, so I would rate it at six.
The main competitors in the market for PubSub+ Platform are IBM MQ and Kafka, with Kafka being the primary competitor.
If I compare the three solutions, I believe PubSub+ Platform provides a clear advantage for me because I can design my solution easily, which helps in building on an interface level.
Regarding security and compliance features, I have not explored that area much; it is not a compliance-oriented product, so I do not see any relevance of compliance concerning GDPR or similar regulations. I would rate this review an 8.5 overall.
