ServiceNow IT Operations Management Reviews

Name: ServiceNow IT Operations Management
Brand: ServiceNow
Rating: 4 (29 reviews)

Vendor: ServiceNow

4.2 out of 5

29 reviews

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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.

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Buyer's Guide

ServiceNow IT Operations Management

September 2023

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Featured reviews

MohammedHashim

Principal Architect at Brillio

Aug 22, 2022

There needs to be a focus on AI machine learning production. Their AI ML prediction algorithms have been improving, but we would like to see further enhancements. We don't need both Splunk and ServiceNow IT Operations Management. The problem with ServiceNow is that it allows you to coexist, but we don't want to coexist as partners or end users. We want to be able to replace and save some bugs and money. It should have better integrations with other solutions. For example, rather than out-of-the-box level integrations, it would be good to have tools like SolarWinds, ManageEngine, or any monitoring tool. In addition, the tool plethora is changing fast, and we have some custom tools in the cloud with Google and AWS Azure. So we want those integrations to be enhanced with ServiceNow. Another issue is that the licensing model is becoming too cumbersome on the DICOM side. Their standard professional enterprise is becoming too onerous with many advanced features, and with their recent acquisitions, they are still figuring out some things. For example, Loom Systems is used to enhance their ITOM AI ML. They also recently brought in a few other tools like Asari. We want all of these to be merged under one roof, so instead of us preparing multiple modules, we would be happier if we could have Asari integrated with ITOM and other advanced analytics.

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Rupesh Jethwa

Solutions Architect at Globant

May 30, 2022

As I am an expert and I know how to implement or how to get the requirements, I find the initial setup to be pretty easy. I know the roadblocks or what security things to expect. It's easy to deploy if you've already worked with it. It's not complex for me. However, if someone is new, it can definitely be a challenge. They would need expert advice. Some of the things in relation to security are very difficult. If you don't know what you are doing, you might block your solutions. You'll need to figure out how to fix those things, which ServiceNow Autobox does not provide. How long it takes to deploy depends on an enterprise's requirements. If they want to only implement event management, then there is a different timeline related to how many monitoring systems they want to integrate. If they have any other tools and if they have more than 10 plus monitoring tools, it will take a long time. It will take more than six months end-to-end with accurate CMDV. One architect is required for maintenance. One project manager is required to maintain those things. We also need ServiceNow senior developers, around four or more. We need also the ServiceNow QA, Quality Assurance, testing. For a bigger organization, we need six-plus people. If it's small the number of people you need is based on the number of your completion item. If you are using between 100 to 200 completion items, and it's easy, it does not require six people. You can take one architect, one developer, and one QA okay. However, if you have a huge conversion item, like 3,000 or 4,000 - and some organizations have 40,000 or more - then you will obviously need more people.

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Chris Randle

Domain Architect at a financial services firm with 501-1,000 employees

Apr 11, 2023

Regarding ServiceNow, there is room for improvement in terms of customization, particularly in the area of self-customization. Organizing organizational information and building custom dashboards and reports is not as easy or intuitive as we would like. We either need to rely on our technical services team to handle these tasks or seek vendor assistance or professional services to extend the solution's capabilities. Ideally, we would like to build and maintain these customizations in-house, but this is currently not as feasible as we hope. Regarding the features I want to see in the solution's future releases, I will prioritize integrations. Specifically, I would like easier integrations into some Microsoft Technology Stack, including Power BI and other dashboards. This would enable us to consolidate information across different technologies and view it from a holistic ITSM perspective that incorporates other platforms, KPIs, and metrics we measure outside of ServiceNow.

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Pricing

"The pricing is high and may be excluding the small to medium-sized enterprise businesses."
"It has different subscription models."
"There are additional costs, you have to pay more for everything."

Valuable Features

"The asset management tools are very valuable."
"It is a product that is familiar for a lot of users."
"The Discovery feature is the most valuable. I only use the Discovery and Service Mapping features. I am using the minor subscription called ITOM Visibility, which includes the Discovery and Service Mapping features.It is easy to understand and easy to use. It has a lot of documentation. You can find a lot of help online, which helps me in finding what I need in a rapid way. You can find videos on YouTube channels and a lot of stuff and information in the online community."

Room For Improvement

"The pricing is high."
"There are not enough apps in the app store to expand functionality. There should be more made available."
"The pattern part can be improved. Patterns are used in the Discovery feature. Although it is easy to create new patterns and modify the existing ones, it would be better if this solution can have more out-of-the-box patterns.In terms of new features, they can include artificial intelligence, something like machine learning."

Pricing

"The pricing is high and may be excluding the small to medium-sized enterprise businesses."
"It has different subscription models."
"There are additional costs, you have to pay more for everything."

Valuable Features

"The asset management tools are very valuable."
"It is a product that is familiar for a lot of users."
"The Discovery feature is the most valuable. I only use the Discovery and Service Mapping features. I am using the minor subscription called ITOM Visibility, which includes the Discovery and Service Mapping features.It is easy to understand and easy to use. It has a lot of documentation. You can find a lot of help online, which helps me in finding what I need in a rapid way. You can find videos on YouTube channels and a lot of stuff and information in the online community."

Room For Improvement

"The pricing is high."
"There are not enough apps in the app store to expand functionality. There should be more made available."
"The pattern part can be improved. Patterns are used in the Discovery feature. Although it is easy to create new patterns and modify the existing ones, it would be better if this solution can have more out-of-the-box patterns.In terms of new features, they can include artificial intelligence, something like machine learning."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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Learn more about ServiceNow IT Operations Management

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

Help Desk: ServiceNow ITOM help desk enables IT and operations administrators to better communicate issues concerning managing data latencies, controlling the monitoring of user profiles, executing disaster recovery plans, and any other problematic incidents.
Device and server management: ServiceNow ITOM will ensure IT operations teams can better handle general maintenance, upgrading, and patching for server-related concerns. The solution will also help to maintain the health of organization devices such as laptops, phones, tablets, mobile devices, and desktops.
Infrastructure maintenance: ServiceNow ITOM helps organizations set up remote access networks, maintain network security, regulate communication with external servers and firewalls, and also monitor and manage internal telephone systems.

ServiceNow IT Operations Management Benefits

Improve DevOps: ServiceNow ITOM improves the ability to inspect microservices, which enables DevOps and SRE teams to improve incident response.
Improve data control: The solution will help to manage the entire digital lifecycle, and will also enhance the organization's configuration management database (CMDB) to enable a more robust data foundation.
Problem-solve: ITOM is able to proactively identify anomalies before they become issues/problems with tremendous accuracy. ITOM helps organizations minimize outages and reduce the negative impact to end users so that they do not experience any downtime or service degradations. ITOM will also use artificial intelligence for IT Operations (AIOps) along with machine learning (ML) to reduce the possibility of false positives, saving time and increasing productivity.
Automate workflows: ITOM offers a pre-designed workbook and no-code/low-code workflows to reduce redundant tasks and improve recovery times. ITOM provides intuitive workable processes to be shared easily with all teams throughout the organization.

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

ServiceNow IT Operations Management was previously known as ServiceNow ITOM.

ServiceNow IT Operations Management is the #3 ranked solution in top Event Monitoring tools, #4 ranked solution in top AIOps tools, #8 ranked solution in top Cloud Management tools, and #10 ranked solution in Infrastructure Monitoring tools. PeerSpot users give ServiceNow IT Operations Management an average rating of 8.4 out of 10. ServiceNow IT Operations Management is most commonly compared to Moogsoft: ServiceNow IT Operations Management vs Moogsoft. ServiceNow IT Operations Management is popular among the large enterprise segment, accounting for 74% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 16% of all views.