OpenText AI Operations Management and ServiceNow IT Operations Management both compete in the IT operations management space. OpenText appears to have an edge in scalability and automation, while ServiceNow is recognized for its comprehensive feature set and integration capabilities in enterprise environments.
Features: OpenText AI Operations Management offers strong event correlation, automation capabilities, and effective presentation of business service status. Its "single pane of glass" provides comprehensive management, especially useful for multi-layered infrastructures. Users report high efficiency and transparency from its unified dashboard. ServiceNow IT Operations Management is notable for its integration strength, service mapping, and discovery functions. It provides a centralized platform for IT information, aiding in holistic IT management.
Room for Improvement: OpenText is criticized for its cumbersome implementation, high costs, and complex licensing. Users also raise concerns about performance and slow configuration, suggesting a need for more user-friendly processes. ServiceNow faces challenges with its high price, complex setup, and limited accessibility for SMEs. Users call for enhanced AI features, improved discovery, and better tool integration. Both solutions could benefit from streamlined interfaces and, in ServiceNow's case, better support for non-IP devices.
Ease of Deployment and Customer Service: OpenText is typically deployed on-premises or in hybrid environments and receives praise for dedicated support, though technical support quality varies, with some delays noted. ServiceNow offers deployment flexibility across public, private, and hybrid clouds. Its customer service is generally appreciated, though costs are high, and support quality varies since moving some operations offshore. Both platforms could enhance the efficiency and response times of their technical support.
Pricing and ROI: OpenText's pricing model is seen as complex and expensive but promises cost savings through automation and efficient monitoring, resulting in a noticeable ROI. ServiceNow also carries high license costs but is valued for consolidating IT operations into a single platform, offering a long-term payoff. Its ROI strongly depends on leveraging its extensive features, providing comprehensive service management that some organizations find worth the investment.
It reduced staffing needs from four full-time staff to fewer due to automation.
OpenText goes out to bring the right people to answer any inquiries I have.
For minor issues, the team takes a month's time to provide a fix.
Solve our issues effectively.
The response time of technical support could be improved.
ServiceNow ITOM scales very well to small and medium businesses.
It integrates with every single tool, even external tools.
It helps us create custom dashboards and provides excellent search functionality where we can search for any issues or errors that have occurred and take corrective action before it impacts the users.
Since it is a Platform as a Service (PaaS) or Software as a Service (SaaS) solution, I consider the stability to be very high, rating it ten out of ten.
Splunk is more business-friendly due to its prettier interface.
It provides many out-of-the-box functionalities along with customization options.
A more streamlined configuration process tailored to use cases and industry would be beneficial.
ServiceNow IT Operations Management is not very affordable for SMB customers.
From a cost perspective, OpenText Operations Bridge is cost-effective as it saves us man hours.
It is definitely high-priced compared to other products available in the same domain in the market.
The pricing model offers scaling where not everything consumes a license equally, providing more value across different business areas.
ServiceNow's pricing is expensive.
This integration ensures that when monitoring systems alert and subsequently resolve, tickets are automatically created and closed.
The performance analytics of ServiceNow was especially beneficial for setting thresholds, aggregating, and correlating infrastructure data.
ServiceNow IT Operations Management influences ITSM processes by automating them and aiding in detecting and resolving IT issues to improve performance, reliability, and uptime.
They provide seamless integration of ITOM with their other modules such as ITSM, where we can leverage the AIs for discovery, perform impact analysis, which essentially helps to enhance the overall IT operations and reduce the downtime and MTTR.
| Product | Market Share (%) |
|---|---|
| ServiceNow IT Operations Management | 17.2% |
| OpenText AI Operations Management | 6.6% |
| Other | 76.2% |
| Company Size | Count |
|---|---|
| Small Business | 9 |
| Midsize Enterprise | 7 |
| Large Enterprise | 35 |
| Company Size | Count |
|---|---|
| Small Business | 12 |
| Midsize Enterprise | 5 |
| Large Enterprise | 26 |
OpenText AI Operations Management centralizes event correlation and monitoring across infrastructures, prioritizing scalability and automation for efficient alert management. It empowers organizations with transparency and insights essential for effective IT resource management in hybrid cloud environments.
OpenText AI Operations Management offers comprehensive solutions for event correlation, integration, and centralized alert management. With capabilities that streamline operations, this tool supports efficient IT management across AWS, GCP, and on-premises environments. Despite requiring improvements in performance and usability, its robust reporting and seamless monitoring provide valuable insights for root cause analysis. Users leverage this platform to integrate event data, automate incidents, and manage hybrid infrastructures effectively, making it a key component in enhancing service perspectives globally. Its heavy architecture and reliance on Java and Flash, coupled with complex licensing and pricing, necessitate attention to functionality and support areas.
What are the key features of OpenText AI Operations Management?OpenText AI Operations Management is widely implemented in industries requiring comprehensive monitoring capabilities. Organizations benefit from its ability to consolidate tools and manage events effectively across hybrid environments. The integration of incident automation and performance evaluation tools is particularly beneficial for those looking to enhance compliance support and reduce response times. Despite some challenges, the platform remains a valuable asset in managing complex IT environments and improving operational effectiveness.
ServiceNow IT Operations Management (ITOM) is a cloud management and infrastructure tool that facilitates the administrative and development process of creating, planning, and operating digital services, technology, application requirements, and components for organizations. Service Now ensures effectiveness, performance, and availability throughout an organization's processes and services.
ServiceNow ITOM will help organizations facilitate consistent policies with regard to deployment, support, and services to ensure trustworthiness and quality of service (QoS). ServiceNow ITOM will ensure that all applications, services, and infrastructure are consistently available and stable.
ServiceNow IT Operations Management Features
ServiceNow IT Operations Management Benefits
ServiceNow ITOM enables organizations to become robust, strategic operations able to successfully anticipate issues before they have an impact on the organization. Organizations that use ServiceNOw ITOM will be able to easily automate workflows and improve how their IT teams communicate and work together to deliver successful outcomes and maintain productivity and profitability 24/7.
Reviews from Real Users
“With this solution, operational costs will be reduced. Your maintenance cost will be reduced when you use the item model. You will deliver a fast solution to the customers. If something happens on the server-side or router-side, it will be immediately caught. Efficiencies are improved. “ - Rupesh J., Solutions Architect at Globant
“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.” - Uday T., Project Manager at MindTree
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