ServiceNow Discovery Reviews

We use the solution for configuration management.

Compared to other solutions, it is easy to implement.

The solution can prioritize the discovery of IP ranges. The product automatically places all Discovery CIs into the correct class within the CMDB.

Pricing could be improved to better accommodate various customer needs and business models. It ultimately depends on the specific requirements and budget constraints of each customer.

I have been using ServiceNow Discovery for eight months.

Compared to other solutions, the support is good. It's very fast and comprehensive. We have great integrated support from our community.

Positive

The initial setup is very simple and takes eight hours max to complete. It is a subscription module.

The solution is expensive.

I rate the product’s pricing a seven out of ten, where one is cheap and ten is expensive.

ServiceNow Discovery enables us to efficiently implement and discover all our assets within the organization. It's agility and ability to provide comprehensive information with correct CI relations and ServiceNow Service Catalog offerings. Compared to other solutions, it's easier to comprehend the entire structure.

It retrieves accurate information from the CIs within the company, establishing correct relationships with users, owners, and other processes such as incident and change management. It also improves the relationship between the CMDB and all the infrastructure components.

There are some specific challenges, such as discovering VIPs or Citrix machines, these issues are manageable. ServiceNow offers integration with third-party products through REST APIs and predefined connectors, facilitating seamless interoperability.

Overall, I rate the solution a ten out of ten.

ServiceNow Discovery is useful for discovering the servers, like the servers of Windows and Linux, from the client network.

Every single feature in every single version of ServiceNow Discovery has been valuable. The worthiness of a feature depends on our requirements. Every feature is unique, and every feature is important in the solution.

We can push some generative AI content to make ServiceNow Discovery more effective, but it's just a random thought. There are no particular use cases because of which the aforementioned changes need to be incorporated in ServiceNow Discovery. Debugging is a bit tough in ServiceNow Discovery, so debugging should be made very easy. Debugging should be made easy while developing the debugging pattern in ServiceNow Discovery.

I have been using ServiceNow Discovery for five years.

Stability-wise, I rate the solution a nine out of ten.

It is a scalable tool since it is deployed on the cloud, because of which there are no issues with scalability. The scalability of the product may depend on some subscriptions, which may be a challenge since one will have to invest money. If we remove the financial part, the product's deployment is quite easy.

It is a very scalable solution. Scalability-wise, I rate the solution a nine out of ten.

The technical support of ServiceNow DevOps can be challenging because we need to train the resources. If the resources don't receive the right training, and if one doesn't know what needs to be done during a particular scenario, then it can lead to a disaster for an enterprise. Proper training is required before using technical support since then only we can make sense of the support we expect to receive. We need to define a proper process for technical support, like whether it will be L1, L2, L3, or L4. The process should be very clear, and the right information should be provided to the right stakeholders. ServiceNow need not work on support because it is a tool. In ServiceNow, it's all about defining the process and training technical support, which is quite easy. The nuts and bolts required for technical support are catalogs, service requests, and incidents. I rate the technical support an eight out of ten.

Positive

The initial setup phase for ServiceNow Discovery was hard because a lot of communication had to be done with different stakeholders to understand their infrastructures and processes, which can take time. As a technical person, the installation of the product is just a matter of a few hours, but before that, we need to do a lot of exercises that are quite challenging. A lot of documentation needs to be done, and then we need to understand the perception of the stakeholder and what their expectations are, which can get challenging.

I rate the setup phase a seven out of ten.

The solution is deployed on the cloud.

The deployment process for the product is easy.

One needs to be more proactive and try to understand ServiceNow Discovery's process deeply. ServiceNow offers a similar offering for every client, and they have a similar kind of offer if one wants to install it, but every organization has a different process. There is a need for focus to understand an organization's process and stakeholder requirements, and vision.

Overall, I rate the solution a nine out of ten.

Our primary use case for the solution is compliance, understanding our assets, and mapping it against our business for services.

The ability to build CI relationships against our portfolio, services or applications is valuable. It has given us an understanding of each layer from a server application, network and the topography of how it's linked to an application or business process.

The price could be lower.

We have been using the solution for approximately four years.

The solution is stable. We've had some hurdles because whenever we changed networks, IPs or hardware, we forgot to ensure it reflected in ServiceNow Discovery. So we've added it as part of our process, but the solution has been stable. I rate the stability a nine out of ten.

The solution is scalable. Twenty-five people are currently using it in our organization. I rate the scalability a nine out of ten.

We haven't had many instances where we connected with support but when we have it has been a good experience. They provide a resolution within a good time frame. I rate them a nine out of ten.

Positive

The initial setup is straightforward. We initially had challenges because we had very tight security and firewalls that were a bit off, so we had to set up many rules around it to ensure the solution worked. Deployment took approximately three months.

We implemented through a vendor team, specifically by an integrator FlyForm.They are one of the best integrators we have used.

The solution is a good product, but it is slightly expensive. It is one of the most costly applications in terms of subscription costs. I rate the price a five out of ten.

I rate the solution an eight out of ten. The solution is good, but the price could be lower.

You can use it for network resources, servers, databases, and network gear. I've also used it in the past for asset management to discover desktop equipment, laptops, and peripherals.

It's pretty robust, and it's agentless for the most part. So, you don't need to deploy agents, which makes it a lot easier to stand up.

It's an expensive platform. In terms of features, it's pretty functional. You could always tweak it, but I don't have any problem with it. I don't find it to be at a disadvantage compared to something like SCCM, Intune, or any other tool that can do discoveries.

It is very stable. We have no problems with managing it and it being available for us.

It definitely seems very scalable. With it being agentless, you can set it up for IP ranges, and it'll go do what it needs to do. You don't have to implement it with agents to keep monitoring.

We have about 75 people who use this solution.

It was pretty straightforward.

It costs a lot. It is probably close to over a hundred thousand. It's an expensive platform, but you can't compare ServiceNow's Discovery functionality to other discovery tools. It's not an apples-to-apples comparison of ServiceNow to a configuration management tool to an asset management tool because it does those things, but it's not those things.

If it's too expensive, there are definitely a lot of alternatives out there that can do discovery just as well, especially if they have published APIs. I'm not wedded to ServiceNow's Discovery tool. You can get the same functionality from other applications like Device42 or SCCM. There are a lot of other options that are very cost-effective that can do exactly the same thing.

It's not perfect. I would rate it an eight out of ten. I have definitely seen other tools do a lot more, but they're more focused on other things.

ServiceNow helps us keep our CMDB updated and populated with all the necessary information. 

ServiceNow Discovery works better than other products I've used. 

In a few instances, ServiceNow has failed to discover some basic things. Some other tools are better at network discovery than ServiceNow. I'm not talking about database servers or any other infrastructure—only networking. Cloud discovery could also be better.  

We have used ServiceNow Discovery for nine or ten years.

I rate ServiceNow Discovery seven out of 10 for stability.

ServiceNow Discovery is scalable enough. It could work for businesses of any size, depending on the use case. For example, if you're working with mostly cloud infrastructure, you might want to use something that is specifically designed for that. 

I rate ServiceNow support seven out of 10. Their support technicians can usually provide a solution, but they sometimes lack adequate knowledge and we need to escalate through multiple teams. 

Neutral

Deploying ServiceNow Discovery is straightforward. It takes three or four months, depending on your use case. For larger use cases, you might need seven to 10 people, including various kinds of solution architects. 

The price is somewhat high, but if you're buying multiple products from the same line as a bundle, you can get a discount. However, if you buy Discovery as a standalone product, it will be expensive. 

I rate ServiceNow Discovery eight out of 10. When implementing Discovery, you must first understand your use case and the solution's capabilities before you dive into it. ServiceNow might not be able to do everything you want out of the box, but it's customizable.

I use the tool for IT change management. 

I am impressed with the tool's incident problem change management. 

The product should improve its customer interface, web interface, and front end. I would like to see the integration of keyboard chat with the solution. 

I have been using the solution for three years. 

I would rate the product's stability an eight out of ten. 

I would rate the product's scalability a seven out of ten. The tool's discovery component was quite difficult to scale up. My company has thousands of users for the solution. We have plans to increase the usage. 

The tool's tech support has a slow response. We have encountered scenarios where there was a lack of response even. They didn't really understand the nature of the problem. 

Neutral

I evaluated the value of the BMC solution and found it to be better. 

The tool's setup was complex. It would rate its setup a six out of ten. The product's overall deployment took two and a half months to complete. We required five staff to complete the deployment process. 

We did the solution's deployment in-house. 

I would rate the product's pricing a six out of ten. We had availed some discount from the standard pricing. Even then, the tool's pricing is expensive. You have to pay some vendor service fees for the product's implementation. 

I would rate the product a seven out of ten. You need to consider the tool's alternatives before choosing the product. 

We use ServiceNow Discovery to look at assets, processes, and some process mining. On the other hand, we use ServiceNow ITSM to capture tickets and move away from Remedy. We also use ServiceNow ITSM APIs for contract management, focusing on change, configuration, release, incidents, and problems.

One of the most valuable features of ServiceNow Discovery is the automated discovery that helps identify dependencies, and then my company gets a report on that. My company has many applications, whether developed internally or bought off the shelf, and my company needs to know which application has a dependency on what. Sometimes, developer teams make changes to applications, which then causes other ecosystems to crash, which is where ServiceNow Discovery comes in.

Another valuable feature of the solution is security management related. The security landscape in this post-pandemic world is very different, so you don't want to have insecure access to any of the applications, especially ones focused explicitly on service management and service delivery for clients. Hence, my company also uses ServiceNow Discovery for more secure access and communication using certificates between different parties involved, which is beneficial.

ServiceNow Discovery has matured since the last time I got on the bandwagon, but its integration with legacy apps is one area for improvement. Right now, the ServiceNow Discovery APIs cater more to newer apps, whether the apps run on AWS or Azure, and it's much easier on more recent apps versus on-premises apps that don't necessarily have the proper API interfaces, such as REST or JSON. You need to do a lot of manual work to properly integrate ServiceNow Discovery with legacy apps compared to integrating it with newer apps.

ServiceNow Discovery isn't a plug-and-play solution, which is another area for improvement, as that causes a delay in the overall process. Making it a plug-and-play product is helpful.

ServiceNow Discovery offers out-of-the-box reports, and though that's okay, allowing easier report customization would improve the solution. Currently, customizing reports isn't as straightforward as some of the other tools in the market. It's challenging to build custom reports in ServiceNow Discovery. You can use the basic reports offered in the solution, but if you need analytics and more advanced reporting, there's a lot of work to be done.

The product also lacks training resources, which is another area for improvement. It would be very helpful if ServiceNow included some advanced training with the sale. Most team members have to either go online and search on Google for more advanced training. There's no issue with the basics as they're straightforward, but the white papers don't necessarily come with very good use cases of how someone has implemented an intelligent workflow. If ServiceNow could provide more ServiceNow Discovery videos, certification, or cheat sheets to make the overall implementation and configuration of the solution faster, it would be quite useful.

An additional feature I want to be added to ServiceNow Discovery is an integration studio that helps you map into legacy apps. It should be drag-and-drop and very visual.

I also want the ServiceNow Discovery pricing model to be more of a pay-as-you-use. The challenge right now is whether it's a subscription or whether it's perpetual. The licensing model costs a whole lot more than other solutions, so even though my company uses a public cloud to run ServiceNow Discovery, that doesn't mean you can enjoy the same benefits, and whether you use it more or use it less, you incur the same costs, which is not necessarily a more accurate positioning of how the overall business works for a particular year.

Cost-wise, ServiceNow Discovery seems to be from an era where it is more on-premise than sitting on the cloud, even though it is a cloud solution. ServiceNow should have a pay-per-use licensing model so that if my usage increases, I can pay more, rather than needing to pay the same amount whether my usage increases or decreases.

I've been using ServiceNow Discovery for two and a half years now. I've used ServiceNow ITSM longer, in particular, seven to eight years now.

ServiceNow Discovery stability is an eight out of ten because it never crashed. Still, sometimes, it has pending critical workloads because it needs connectors and visibility based on company protocols.

The stability of the solution isn't an issue, but its predictability is, though that has improved. There used to be dependency mapping issues where some critical workloads were excluded, so support worked on it, fixed it, and gave my company a patch.

ServiceNow Discovery is scalable but comparable to a Lego block set. You can do what you want with it, and you can do anything with it, but the question is "how easily can you scale it?"

If you were to look at commoditized functions as automated discovery and getting visibility into your workloads on the cloud, it's not rocket science, and it's pretty quickly done. However, when you're in an enterprise scenario where you have legacy apps, then the scaling, although it's possible, scaling ServiceNow Discovery becomes more complex.

Scalability-wise, it's a seven out of ten, and it's not merely about how many ServiceNow Discovery instances you're using or how many projects, but whether setting up reports, finishing service maps, etc., is easy.

The level one and level two technical support for ServiceNow Discovery were satisfactory, but the more senior support wasn't because only a few senior support was available. We had to wait at least three to four days to get more senior resources to help us with critical issues, and sometimes, they were not very strong, but basic support, for example, people who create tickets and get details from us, have been okay.

I'd rate the ServiceNow Discovery technical support as seven out of ten.

Neutral

The initial setup for ServiceNow Discovery was very straightforward, and you don't need to do much to set it up. After you set it up, that's when you'll have to take more steps. For example, when you configure intelligent workflows and integrate third-party apps, and if you want to put in graph connectors, that takes time.

I'd rate the ServiceNow Discovery initial setup as four out of ten because it takes time to configure and set up the workflows. My company expected to complete the setup in three months, but it took seven months to get it done.

ServiceNow Discovery has very broad pricing, so it becomes costly. It would be better if it had a pay-as-you-use licensing model because the total cost of ownership is quite high.

The ServiceNow Discovery unit price is comparable to other products, but if you look at the packaging, the TCO is much higher than others.

Overall, I'd rate the ServiceNow Discovery licensing costs as five out of ten.

My company works with various products. It partners with different platforms to build websites that run governance projects, provide RPA solutions, etc. For example, my company works with ServiceNow, Blue Prism, and Automation Anywhere.

ServiceNow is one of the platforms my company uses for internal IT request management, as well as an engine to help with the governance tool my company developed for clients and usage internally that helps with contract management.

I'm currently using both ServiceNow Discovery and ServiceNow ITSM.

Within my company, twenty to thirty people use ServiceNow Discovery, and each user has a different purpose. Some users use it internally, while some use it for client projects.

My rating for ServiceNow Discovery overall is seven out of ten.

My company is both a partner and a user of ServiceNow Discovery.

This is a part of ITOM. We use the product to identify servers and network equipment in our data centers.

To some extent, it has improved the way our organization functions. 

Discovering of network related equipment was an area where we had lot of success with.  This was after we helped identify issues with loopback interfaces and such. 

It is stable. 

Support is okay. 

It does create quite a few duplicate CIs, you need to monitor and clean them up.  

The initial setup is complex. 

We do not need any extra features. 

Printer discovery is limited, Server or Workstation categorization depends on OS, which can lead to wrong labeling. 

I've used the solution for the last two years. 

The solution is stable and reliable. The performance is good. There are no bugs or glitches. It doesn't crash or freeze. 

This product is not exactly scalable, or, at least, we haven't really had a chance to test its scalability potential. 

We have about six users on the product in our organization. 

We are only using 40% to 60% of capacity. We are not planning to increase usage. 

Technical support is hit or miss. They can be helpful or not, depending on who you get. 

Neutral

We had a different solution. However, the previous product was not customizable, which is why we switched. 

The solution is complex to set up. It took us nine months to implement the product. 

We need four to six people in order to deploy the solution. 

We did have someone help us with the implementation. 

We have seen ROI to some extent. 

We tend to deal with three-year licenses. I'm not aware of the exact pricing of the product. You do not have to pay for acquiring extra features. 

We're a customer. This solution goes hand in hand with ITOM. 

I'd rate the solution at a six out of ten.