ServiceNow DevOps Reviews

I have integrated ServiceNow DevOps with Git, Jenkins, or Jira in my development process for several customers. We integrate directly with the tools in some cases, and in other cases we use something in the middle, for example, making an integration using email systems to open tickets or something similar. We manage integrations of customer tools with our tools across all of them.

I used a different solution for the same use cases before ServiceNow DevOps. Internal ones from here and other tools were tested and implemented, such as Jira, for example. We were working with our internal own scripts with automation for our products, with our internal management products such as HP compute management and HP server management that are now integrated with ServiceNow DevOps, but previously were separate. We also worked with our Salesforce.com environment for ticketing. There were different tools that we managed in the past.

I work daily with cloud backup, cloud management, or software-defined storage solutions during these weeks.

At this moment, I am not using ServiceNow DevOps's machine learning capabilities to predict and prevent failures. However, this is part of our improved ideas to pursue in the future.

In this case, I am using a tool called HP Hybrid Operation Console, which is based on several tools, but the central one is ServiceNow DevOps.

From our side, the capabilities of ServiceNow DevOps are to perform services mapping for the correlation of different parts of the services with the IT that we are managing, and secondly is to automate different operational tasks for the systems across networking, security devices, servers, operating systems, virtual machines, and also for the cloud environment with virtual machines from the infrastructure point of view.

ServiceNow DevOps has helped to streamline operations. For example, we have been investing in automation tasks in our solution. We are talking about reducing operational costs around 33% of the initial costing for some customers. We have automated around 25% of the operational tasks, and inside the operational task incidents point of view we have automated resolve solution for 25% of the incidents in some customers. We are achieving automation to get the correlation of different incidents around 98% of the correlation of the full stack events.

There are two things I would improve in ServiceNow DevOps in the future. First, we are integrating it with AI solutions that we have. Secondly, in the multi-tenant environment, we are trying to do packages of services to be able to sell to customers directly only pieces of the services. We are not trying to integrate each time and communicate each time as we change the customer or have a new customer. We are trying to make a portfolio, try and buy, and then directly a buy environment implemented automatically and integrated with the customer. This is something that we are implementing now.

More than a year ago since I worked with ServiceNow Discovery.

ServiceNow DevOps is a good integration tool. The only thing is I have to spend time to do it, but that is my job.

I have been working with ServiceNow DevOps for around three years.

ServiceNow DevOps is very good for us. We have problems more in the machines than in DevOps, in the tool.

The scalability of ServiceNow DevOps is good because we are growing in a multi-tenant point of view. Sometimes the scalability of the same thing in several customers is easy. However, when we have to integrate other solutions in the multi-tenant environment, it is sometimes too high to implement. More in the functionality, integrating with others is not as easy as growing in the same functionality in different customers or in the same customer with more sites.

I often communicate with the technical support of ServiceNow DevOps. I have used them sometimes, though I am not the first person to do it because I have people managing that. But I have used it in the support, and it was good. I was asking them directly about the product issues and they gave me resolution easily, using their internal software.

In the past, we were only a cost control environment that we had to manage, but our business was selling products. We changed some years ago to change the point of view to sell the services. We changed the mindset from the product side to an as-a-service point of view, so that improved us to change to this environment.

The issue is that we were working with ServiceNow Discovery, but as we bought a new tool called OpsRamp, we are changing that environment to the OpsRamp environment. We are now the owner of the new tool integrated with the other one.

I am not the best engineer, but I was one of the guys in the team for the initial setup and deployment of ServiceNow DevOps.

The pricing and licensing of ServiceNow DevOps is always too high for me. However, when I compare the pricing to different tools, it was the best solution for us because we are trying to find the best tool. It is a very good quality tool. The pricing and the quality are good. We have made some automation of the tool to get a lower price. The problem is when you grow as we have, and when you ask for different pricing lists, it is too high for us, so we have to negotiate for a big contract with ServiceNow to get it at a lower cost.

I will send feedback. I will try to provide more information, but I need to know the website where I can check the number of products at this moment. I was testing different ticketing tools. We have made different dashboards for ServiceNow DevOps for each different kind of role in the customer, for example, for the CFO, CIO, cloud operational people, and security people. We have made several dashboards that can be customized by each customer in a multi-vendor, multi-tenant environment. My overall review rating for ServiceNow DevOps is 9 out of 10.

My company is in the process of integrating Azure DevOps with ServiceNow.

The solution is mainly used for deployment purposes with change requests whenever there is a need to do production, deployments, or staging, depending on the environment. My company mostly uses the solution for the functionality known as CMDB that it provides, especially to handle whatever resources we create in our company and to take care of the storage related to its Azure part.

In my understanding and point of view, the product's templates ensure that in our company, we don't have to recreate everything, making it one of its helpful features because the templates have dedicated IDs. The API part of the solution is very easy to integrate with CI/CD tools, which helps our company achieve our goals related to the integration part.

As of now, our company doesn't see any area where the solution has any shortcomings. From a documentation point of view, there are certain areas of concern, and improvements are to be made to make the documentation part clearer and crisper.

I have been using ServiceNow DevOps for more than five years. I am a customer of the product.

Stability-wise, once the issues in the solution are fixed permanently, everything will be fine.

Scalability-wise, I rate the solution a five out of ten.

The solution's scalability depends on the needs of a business and cannot be made into something specific for an environment, meaning it is not meant for all environments. The solution's scalability features are needed whenever there is a special need in an environment.

Around three users in our company use the solution.

In our company, the solution is used twice a week.

I rate the technical support a ten out of ten.

Positive

My company hasn't used any other solution previously.

Initially, I faced some difficulties with the product's initial setup phase. After handling the setup phase for other applications, I don't feel the need to take much time to handle the integration or implementation part attached to the solution.

The solution is deployed on the public cloud services offered by Azure.

The time needed to take care of the deployment phase of the solution depends on the project and the weightage of an application in an environment. It is important to see how long it takes to handle the deployment process stage by stage. During the product's testing part, it takes time since there is a need to take care of the integration part along with unit testing, functional testing, and performance testing before it is made available specifically for an environment after considering aspects from a security point of view. After the aforementioned aspects are taken care of, the product needs to go for business approvals and then through stages, including the QA stage, before reaching the final stage related to production and deployment.

Our organization has more than 20 applications that we manage with the help of the solution, because of which most of the things are automated across the company, and only three or four people are sufficient to handle all the applications.

A consultant was required to take care of the product's installation phase in our company.

Our company has seen a return on investment from the use of the solution.

Though it is an expensive solution, it is an affordable one, in my opinion.

My company found that we are most comfortable with ServiceNow DevOps after considering some of the other available options in the market against it.

The number of people required to maintain the solution depends on the critical, so it cannot be a specific number. Suppose there is any need to maintain the product continuously, and there is work going on in certain development phases, then there may be a need for integrations and troubleshooting, owing to which it is not possible to comment on how many people are exactly needed to maintain the product. The number of people required to maintain the solution depends on the company's understanding of its environment.

I rate the overall solution an eight out of ten.

We use this solution for operation and support. If we develop a certain project, we use ServiceNow for the ops side. That's why it's DevOps, meaning development. Ops is the operations wherein users can file tickets, or we can create tickets for a change management. For example, a change ticket or a request ticket for enhancement or for incidents that are bugs, et cetera.

Our team is DevOps, so we develop and are also part of operations. If there's a problem with the application, they log a ticket in ServiceNow. A ticket is assigned to us. Then we work on the ticket. We do the documentation and resolve it. There are times we transfer that ticket, so we are using the ServiceNow system to do all of that.

We also use it for Power BI. I connect Power BI directly to ServiceNow using Dash API.

It's very user-friendly. It has a reporting side that is very automated. There are a lot of things that you can automate using that tool.

I prefer it for a ticketing system for our customer platform. I prefer it against competitors. It also has a great BI module, which is in performance analytics, and it can easily be connected to Power BI.

The roles for the ServiceNow administration side could be improved. I think they could be more specific or add the descriptions for the different roles. For example, if I need access for a REST API, they can indicate on a description that these roles are the ones that are for REST API.

The reporting side could also be improved. The performance analytics side can be improved by lowering their price.

From more of a business perspective, the pricing could be better because I have tried to sell the performance analytics side, but it's very expensive, so the company decided not to purchase it.

I have used this solution for more than four years.

It is a very stable and reliable product.

We have had issues with technical support.

It's very expensive, so some organizations can't afford the additional license.

I would rate this solution 8 out of 10.

I would recommend this solution for small enterprises because I think the pricing depends on how many users or profiles are going to be added or that are going to be using the account. So for a small business, I think the prices would be lower. I think it depends on the usage.

ServiceNow is recognized around the world. It's good that employees have exposure to it. It has also been used when you have ITIL practice. It accommodates that learning when you practice ITIL. It has the different functionalities that follow the guidelines that you learn from ITIL.

We use it for ITIL. It is our everyday tool for ITIL.

It is a very capable and significant product that we utilize within the company, and it has absolutely improved the way our organization functions. 

We use it for a lot of things, and it is really good for our use cases. We use it for our help desk and knowledge management, which is really good.

When it comes to modules, it has an incident module, which is really good for us in terms of tracking our cases and incidents. Its change management module is really good, and it also has customization capabilities. 

Its performance is really bad. When you're on the hosted cloud, it gives you the time it takes for a transaction to happen, and it takes anything from 20 seconds to a minute, which is a really long time.

Something that is really annoying in this solution is that when you click on the Back button to go back, you don't go back to the previous screen. You go back all the way to the homepage. It is really annoying and painful. Its UI is also pretty dated.

It is very customizable, but the customization seems to be clunky. We have a separate team that owns the ServiceNow implementation. They control how it is customized. Its customizations are pretty extensive, and it takes us a while to get them done, which is painful. That could be because of our internal team, as opposed to the product itself.

When it comes to DevOps, there are better solutions such as Atlassian and Azure DevOps. ServiceNow DevOps is an ITIL product that is trying to be something else. DevOps is not its prime purpose, even though it is capable of doing that. Trying to be too many things by one platform is not a good idea. They should focus on the ITIL space and not get into all other spaces.

I have been using this solution for eight to ten years.

Its stability is really good.

I believe it is very scalable because it is in the cloud. It is a very widely used application. Our whole IT organization uses it. We have probably a hundred thousand users.

We have our own internal tech support, so it is hard to know in terms of ServiceNow. Our internal tech support is pretty good on it.

The previous solution that we were using was Remedy. We switched because Remedy was even worse. It was dated in every way possible. It didn't perform, and it wasn't functional. Its UI was hard to use, and its capabilities were very limited.

I am in the DevOps world, so from a DevOps perspective, I know all the tools out there. Personally, when it comes to DevOps, there are better solutions such as Atlassian and Azure DevOps, and I wouldn't use this solution for DevOps. 

I would rate ServiceNow DevOps an eight out of ten as an ITIL tool. It has a lot of good things about it for its prime purpose, but there is definitely room to improve. As a DevOps tool, I would rate it lower because it is currently missing a lot of capabilities from that perspective.  

We use the solution for our entire internal idea simulator, with new feature functionality, ID, and product management development. 

I have found the ease of CACD integration to be the most valuable feature.

Pricing is our biggest concern with the solution.

I have been using ServiceNow DevOps for at least the past 12 months. 

Overall the product is very good, sales work.

As the solution has public cloud, scalability is not an issue. We have plans to increase its usage. 

Technical support is bad and this is an area which needs improvement. It's easier for me to figure out the solution by Googling and checking out certain forums.

The initial setup is straightforward when carried out by people trained in the solution. Otherwise, it cannot be effected. 

The licensing is annual. We consider the pricing to be inordinately expensive and may deter others from choosing the solution.

We did not evaluate other solutions prior to using ServiceNow DevOps.

There are roughly 20 people using the solution in our organization.

We consider it to be user friendly. It is utilized by technical people. 

I rate ServiceNow DevOps as a six out of eight because of its issue with pricing.