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ServiceNow Discovery pros and cons

Vendor: ServiceNow
4.1 out of 5
Badge Ranked 1

Pros & Cons summary

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Prominent pros & cons

PROS

ServiceNow Discovery is integrated within the ServiceNow suite, capturing system records and their relationships efficiently.
It features agentless operation, facilitating easier and quicker setup without the need to deploy agents.
ServiceNow Discovery enhances visibility into IT infrastructure, enabling the discovery of unknown servers or services and potential vulnerabilities.
It supports scalability and the ability to discover and update global public cloud infrastructures, aligning with integration management databases and asset management.
ServiceNow Discovery allows for automated discovery to identify dependencies and generate insightful reports, significantly simplifying IT service management processes.

CONS

Service mapping component is less developed and needs improvement.
Improvement in the patterns is necessary for discovering applications.
Technical support has not been helpful when problems are encountered.
Switching versions can introduce new issues and cause things to break.
Discovery process can create duplicate data that needs fixing.
 

ServiceNow Discovery Pros review quotes

reviewer1970820 - PeerSpot reviewer
Dec 22, 2022
One of the most valuable features of ServiceNow Discovery is the automated discovery that helps identify dependencies and generates reports.
Kaustubh Partha - PeerSpot reviewer
May 19, 2024
Most fields on our forms are auto-filled, reducing manual maintenance for our infrastructure team. Post Discovery implementation there is hardly any maintenance.
Erikjan Niejenhuis - PeerSpot reviewer
Aug 31, 2022
We can find servers or services we were unaware of and stumble on vulnerabilities from those devices.
Learn what your peers think about ServiceNow Discovery. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
823,547 professionals have used our research since 2012.
Praveen Kagawade - PeerSpot reviewer
Mar 14, 2024
The best thing about Discovery is maintaining all the CIs in one place. I can sort the data, export it to Excel for manipulation, and build reports like how many computers or servers we have and their capacity.
Madhurima  Singh - PeerSpot reviewer
Sep 19, 2022
In the past, I found troubleshooting difficult in ServiceNow Discovery because I didn't have much exposure to the platform during that time, but then I explored some troubleshooting features, and I found that it wasn't that tough, so this is one of the qualities I like about ServiceNow Discovery. I also like that log reading in ServiceNow Discovery is much better than other tools. Another valuable feature of the tool is that you don't need to install many tools to deploy ITSM. You only need to subscribe to the modules to deploy the proper ITSM in your organization.
RISHI GUPTA - PeerSpot reviewer
Jan 20, 2023
The most valuable asset is relationship building because the solution discovers and builds auto relationships in a way that makes cleanup very easy.
NS
Feb 27, 2021
The initial setup is pretty easy.
Vishal Savajiani - PeerSpot reviewer
Apr 1, 2024
The product provides great scalability features.
SS
Nov 28, 2023
The initial setup is pretty straightforward.
Subham Roy - PeerSpot reviewer
Nov 21, 2023
One highly valuable aspect is the use of service accounts, which automates the process of identifying underlying nodes and associated assets.
 

ServiceNow Discovery Cons review quotes

reviewer1970820 - PeerSpot reviewer
Dec 22, 2022
Its integration with legacy apps is one area for improvement. ServiceNow Discovery offers out-of-the-box reports, and though that's okay, allowing easier report customization would improve the solution.
Kaustubh Partha - PeerSpot reviewer
May 19, 2024
I feel that credential-less discovery could be improved.
Erikjan Niejenhuis - PeerSpot reviewer
Aug 31, 2022
Improvements are required with the scripts used to collect the information from servers.
Learn what your peers think about ServiceNow Discovery. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
823,547 professionals have used our research since 2012.
Praveen Kagawade - PeerSpot reviewer
Mar 14, 2024
The initial setup could be made easier. We hired professionals to implement it, and they trained our employees for ongoing processes.
Madhurima  Singh - PeerSpot reviewer
Sep 19, 2022
What needs improvement in ServiceNow Discovery is the reporting UI because I didn't find it as friendly compared to other tools. Other tools have better reporting UI than what's currently in ServiceNow Discovery. What I'd like to see in the next release of ServiceNow Discovery is more user-friendly out-of-the-box reporting that would be helpful for non-technical users. Some users such as managers would want to just do a few clicks to access the reports and shouldn't be required to do search queries, but right now, reporting in the tool isn't very user-friendly.
RISHI GUPTA - PeerSpot reviewer
Jan 20, 2023
The solution should improve the classes of discovery assets to disregard more junk data.
NS
Feb 27, 2021
Technical support has not been helpful when we have come across problems.
Vishal Savajiani - PeerSpot reviewer
Apr 1, 2024
Instead of AI, even GenAI should be introduced in ServiceNow Discovery.
SS
Nov 28, 2023
Discovery, while a bit pricey, integrates well with other tools and offers a centralized discovery solution. These aspects could be enhanced in the new release.
Subham Roy - PeerSpot reviewer
Nov 21, 2023
The manual pattern-matching process is not only time-consuming but also presents challenges during system upgrades, demanding revisits to ensure compatibility.