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ServiceNow IT Operations Management OverviewUNIXBusinessApplication

ServiceNow IT Operations Management is #8 ranked solution in top Cloud Management tools and #12 ranked solution in Infrastructure Monitoring tools. PeerSpot users give ServiceNow IT Operations Management an average rating of 7.8 out of 10. ServiceNow IT Operations Management is most commonly compared to Datadog: ServiceNow IT Operations Management vs Datadog. ServiceNow IT Operations Management is popular among the large enterprise segment, accounting for 73% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 19% of all views.
ServiceNow IT Operations Management Buyer's Guide

Download the ServiceNow IT Operations Management Buyer's Guide including reviews and more. Updated: September 2022

What is ServiceNow IT Operations Management?

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

  • 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 Customers

servicenow, TransAlta, NATS, Symantec

ServiceNow IT Operations Management Video

ServiceNow IT Operations Management Pricing Advice

What users are saying about ServiceNow IT Operations Management pricing:
  • "The solution offers yearly licenses and a subscription model for add-on features."
  • "It has different subscription models."
  • ServiceNow IT Operations Management Reviews

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    MohammedHashim - PeerSpot reviewer
    Principal Architect at Brillio
    Real User
    Top 20
    Useful for event management, aggregation, correlation, and analytics
    Pros and Cons
    • "Has service mapping, impact management, metric intelligence and health of analytics."
    • "It should have better integrations with other solutions."

    What is our primary use case?

    We use this solution primarily for event management, aggregation, correlation, and analytics. It has moved from simple correlation to AIOps and helps us and our customers move towards AIOps. In addition, the regional ITOM has been valuable.

    We measure the challenges we face when detecting an anomaly based on thresholds, KPIs, or application infrastructures. We assess the three Ws of what, where and why. That has been the most valuable feature for any administrator, service, IT operator or support agent.

    What needs improvement?

    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.

    For how long have I used the solution?

    We have been using this solution for ten years.

    What do I think about the stability of the solution?

    It is a stable solution. Once it is set up, it flows, and the data metrics are captured. Unlike an IP on an IPBM, we might create new workflows, so the challenges of having a tech step do not exist. Once it is set up, it's straightforward. I think there is only a pre-defined set of things you can utilize, so it is stable. We have about 15,000 nodes.

    Buyer's Guide
    ServiceNow IT Operations Management
    September 2022
    Learn what your peers think about ServiceNow IT Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
    635,987 professionals have used our research since 2012.

    What do I think about the scalability of the solution?

    It is relatively scalable. It is scalable if you view scalability within a simple ecosystem or the same ecosystem where you add devices and endpoints within the same subnet network. There are no challenges in this case, and it may require a few licenses. However, if we are acquiring another company or expanding geographically, we have to set up a mid-server for the subnets of the new offices and network locations, which can make the scalability complex. Therefore, the scalability in an existing setup is straightforward, but it becomes complex if ramped up.

    How are customer service and support?

    The technical support has been a bit challenging because if we raise a ticket regarding a lost asset, it takes a while to hear back and resolve the issue. However, they are very responsive if it is a simple issue. The overall support and knowledge of the technical support team are decent. However, there is still room for improvement. Therefore, I rate the technical support an eight out of ten.

    How was the initial setup?

    The initial setup of IT Operations Management was not that straightforward and was relatively complex. It was complicated because one of the prerequisites to have a full-flow ITOM is to have a discovery dependency on all mapping. Composing this discovery with an agent-based discovery and setting up the mid-server takes time. In other implementations, you can start on the SaaS platform without integration and have separate tickets running separately with just an email. But for an ITOM, it gets tricky because you have to set up your discovery where you keep your dependency topology mapping in place and where you get your CMD.

    Therefore, based on the scope that needs to be covered, it can become pretty complex if it is a hybrid environment. An AIOps could be fairly difficult from an implementation perspective. If you don't get AIOps on day one, you have to run it for probably three to six months before collecting enough events and data logs to churn out those analytics. I rate the setup a six out of ten.

    What was our ROI?

    ROI is fair because it takes time to realize benefits within the first year. However, the ROI is decent after that because all the hardware and software have complete visibility. There is access to the entire tech desk, and tech refresh and asset lifecycle management are under control. So, it could take 18 to 24 months for a medium to large enterprise to see an ROI. Therefore, I rate the ROI a six out of ten.

    What's my experience with pricing, setup cost, and licensing?

    ServiceNow IT Operations Management is very expensive. The list price is around $40 per node per month for the high-end, all-inclusive version. So because it is somewhat expensive, an enterprise customer won't put all their nodes on it and would rather use only the production environment. The solution does not distinguish between production and non-production for the nodes. We spend roughly $250,000 US dollars on this solution a month. I rate the pricing a two out of ten, with ten being competitive and one being expensive. The pricing could be better.

    Which other solutions did I evaluate?

    Splunk is a close comparison to this solution and would be an alternative as it has heavy application dependency. Other alternative solutions are AppDynamics and New Relic, and the main difference between ServiceNow IT Operations Management and other solutions is the accompanying features. ServiceNow IT Operations Management has service mapping, impact management, metric intelligence and health of analytics. If we want to know the health of any assets, we can do that with ServiceNow. AppDynamics can do that to a degree through a business impact manager but not to the degree that ServiceNow can.

    What other advice do I have?

    I rate this solution a seven out of ten. It would be good if there were a focus on application performance management. In addition, they could improve cloud capabilities from an event management correlation perspective.

    Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
    Flag as inappropriate
    PeerSpot user
    Sirisha Tadepalli - PeerSpot reviewer
    Principal Consultant at a computer software company with 10,001+ employees
    Real User
    Top 10
    Great modules with good stability and helpful technical support
    Pros and Cons
    • "Their Event Management is very good."
    • "Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers."

    What is our primary use case?

    We primarily use the solution for our customers, which are based in Orlando, Quebec, and Paris.

    What is most valuable?

    The solution has six different modules: Discovery, Service Mapping, Event Management, Operational Intelligence, Cloud Service Provisioning, and Cloud Insights.

    They have a very good Health Solutions Suite.

    Their Event Management is very good. So are Log Analytics and Event Management.

    These three valuable features - Event Management, Log Analytics, and Operational Intelligence - all within their artificial intelligence solution, AIOps. It's very effective.

    Log Analytics is very new. It is released in Quebec only. We are yet to implement it, however, in theory, it looks very efficient solution. Even Management we have implemented for around 20 plus customers and it is very effective. It's one of the best solutions in the market.

    We also use Discovery and Service Mapping, which are both quite good.

    With Cloud Discovery, we can discover cloud assets. It is very useful. 

    The solution is quite scalable.

    The solution has very good stability overall.

    Technical support has been helpful.

    What needs improvement?

    Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers. That is one challenge we see.

    If Discovery, for example, could be extended to other cloud areas it could be very helpful. Currently, it has popular cloud service providers like AWS, Azure, GCP, Google. If they can extend it to all cloud service providers and containers such as Kubernetes, it would be better. 

    In the implementation, we have encountered problems with the Ansible integration and Kubernetes. That is one area they can definitely improve. 

    Another area of improvement is ACC. They are launching something called ACC, Agent Client Collector. It is more or less their version of monitoring. That is not yet fully realized. It is not a complete solution. It is in its primitive stages. We would really love to see that improving and covering all applications in order for it to be a really comprehensive monitoring solution. 

    At this moment, we are not able to use it as a standalone monitoring solution. We still have to use other monitoring tools like SolarWinds, or AppDynamics, or something like that. If ACC is improved, then it will be an end-to-end solution.

    The pricing could be lower.

    For how long have I used the solution?

    We've been using the solution for about two years now. It hasn't been very long.

    What do I think about the stability of the solution?

    We've found the solution to be stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

    What do I think about the scalability of the solution?

    O one of the benefits of ServiceNow is scalability. If a company needs to scale, it can do so.

    How are customer service and technical support?

    Technical support is quite good. We're satisfied with their level of service. They are knowledgeable and responsive. 

    Which solution did I use previously and why did I switch?

    I previously worked with Remedy Orchestrator. In comparison, ServiceNow is easier to implement.

    How was the initial setup?

    For a typical Event Management and OI, or Discovery, it will take from four to six weeks to implement. 

    Service Mapping is a long project. It depends on the number of maps the customer has, so it is long-term. If they have to cover all priority applications, it will be anywhere from six to eight months. That is a long process, and are no longer doing it as an implementation. We are doing it as regular day-to-day work, due to the length of time it takes. It requires a lot of inputs from the application support teams and infrastructure support teams, and a lot of coordination is involved. That is why it takes time. However, for any other product, whether it is Cloud or Event Management or Discovery, you are looking at four to six weeks depending on the customer size and customer environment.

    What about the implementation team?

    We assist our clients in implementing the solution. 

    What's my experience with pricing, setup cost, and licensing?

    The cost could be lower.

    For those customers who are already using ServiceNow for service management, for example, then it is just the license costs and no other cost is involved. In that way it is good. It is emerging as a holistic solution for enterprise service management. 

    The upside to ServiceNow is that everything is in one tool, whereas, with other solutions, you need multiple tools. If you compare that way, then, in the long run, this price is more or less competitive. 

    What other advice do I have?

    We are managed service providers and resellers of the licenses. On top of that, we provide implementation support and transformation solutions.

    For customers considering the solution, the first thing, they need to do is be very sure before implementing ITOM. They need to have a very mature CMDB, as all these modules, whether it is Discovery or Service Mapping or Event Management, all require a very healthy CMDB, with 80% to 85% of maturity. CMDB and CSDM should be added as a prerequisite. If they are, then the implementation of ITOM and the benefit you get from implementing these modules will be quickly realized.

    I'd rate the solution at an eight out of ten.

    Disclosure: My company has a business relationship with this vendor other than being a customer: reseller
    PeerSpot user
    Buyer's Guide
    ServiceNow IT Operations Management
    September 2022
    Learn what your peers think about ServiceNow IT Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
    635,987 professionals have used our research since 2012.
    Rupesh Jethwa - PeerSpot reviewer
    Solutions Architect at Globant
    Real User
    Top 5Leaderboard
    Reduces operational costs, creates efficiencies, and offers an ROI
    Pros and Cons
    • "It's easy to set up."
    • "If you are new to using the solution, you will find the setup complex."

    What is our primary use case?

    It's used a lot for event management. They have monitoring systems. They will integrate with ServiceNow, for the events, for catching events. They will auto-correct on the incident. They also auto-perform the task. An engineer is not doing it manually. For example, if I want to start the Oracle services or I want to launch the AWS or Azure or Google Cloud, a virtual machine, some machines will be automated. Okay. Through cloud applications in ServiceNow, there's CMDB configuration item management, which they need to onboard to ServiceNow. Users want to maintain CMDB on-time maintenance and all the information will be stored in ServiceNow.

    You can also automate the requested items. For example, if users want to launch services or launch virtual machines, they just need to raise that request. Other things will be automated. If I want to start Oracle services, engineers traditionally will write some commands on the server. They will log into the servers and perform the task. However, we can automate those things, which will reduce the work and reduce operational costs and maintenance. 

    What is most valuable?

    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.

    It's easy to set up.

    What needs improvement?

    If you are new to using the solution, you will find the setup complex. 

    For how long have I used the solution?

    I started ServiceNow overall in 2010. In terms of the ITOM module, I started building the solution in 2013.

    What do I think about the stability of the solution?

    Some organizations have the solution ready. They just need to plug and play. That said, configuration and customization can be difficult as it's not easy to capture those requirements. Therefore, the stability depends on the setup. 

    What do I think about the scalability of the solution?

    The solution is scalable.

    How was the initial setup?

    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. 

    What was our ROI?

    The solution does offer an ROI. You can cover the costs, which you have incurred within three months to six months when you use the solution. 

    What's my experience with pricing, setup cost, and licensing?

    The licensing cost is based on your partnership with ServiceNow. The yearly license cost will be up here. I cannot give an exact figure as its calculation is based on your devices.

    What other advice do I have?

    We are a ServiceNow partner. 

    Right now, I'm using the Rome upgrade. That is the latest version. We use both public and hybrid cloud deployments. 

    You should have the ITSM model in your company, which is a prerequisite. Without that, you cannot perform your tasks, whatever you have. So, ITSM is required. If you purchase the ServiceNow instance, it will cost you around $60,000 along with one additional day of environment. That will be included in your ITSM. 

    Once you connect with the ServiceNow account manager, they can explain what should be done or not done. 

    I'd rate the solution ten out of ten. No other solution is matching what ServiceNow is offering at this time. 

    Which deployment model are you using for this solution?

    Hybrid Cloud

    If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

    Other
    Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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    PeerSpot user
    Technical Lead
    Real User
    Top 20Leaderboard
    Mostly reliable with a strong suite but is complex to set up
    Pros and Cons
    • "It helps streamline management and processes."
    • "Service mapping is pretty limited."

    What is our primary use case?

    The solution is used primarily for operations management. 

    How has it helped my organization?

    We had a lot of events and some of the things that have been done manually. Now, when an email is sent, it'll create a task, and your teams can handle it. Having Event Management, we create events and alerts, so everything is streamlined.

    What is most valuable?

    The suite is pretty strong. Everything is consolidated into one, which is helpful. Before that, if a switch went down, we'd get 600 tickets. Now, we get only one. Pretty much everyone is happy with how it has streamlined everything.

    It helps streamline management and processes. 

    It's stable.

    Support can be helpful. 

    What needs improvement?

    The Discovery needs to become more functional.

    Service mapping is pretty limited.

    It has a complex initial setup.

    For how long have I used the solution?

    I've been using the solution for two years. 

    What do I think about the stability of the solution?

    With Event Management and orchestration, it's stable and reliable. The immigration hub, we use it a lot. However, as far as discovery and service mapping goes, it kind of falls short.

    What do I think about the scalability of the solution?

    We haven't tried to scale the solution at this point. 

    We have up to ten to 12 people using the solution right now. 

    At this point, we have no plans to increase usage. 

    How are customer service and support?

    Support is okay. However, it would depend on the person we got. Sometimes we would get someone who would just say, "Oh, it's not our problem," and then close the task. Sometimes we would get someone who actually realized these were the limitations, and they would work with personal development to get us a fix. Support is hit or a miss.

    How would you rate customer service and support?

    Neutral

    Which solution did I use previously and why did I switch?

    We had homegrown software that pulled in all the details. On top of that, we had some other tools for Event Management.

    How was the initial setup?

    The initial setup was pretty complex. It was about a nine-month process to implement it.

    We need four to six people to deploy the solution and about two people to maintain the solution once it is set up. 

    What about the implementation team?

    We had a couple of contractors come and help, however, for the most part, we have our own discovery admin, and I was leading the project, so it was a mix of in-house and external resources.

    What was our ROI?

    We might have seen an ROI. It might allow for break-even costs. It didn't provide as much value as we thought it would.

    What's my experience with pricing, setup cost, and licensing?

    The licensing is paid every three years. I'm not sure of the exact pricing. 

    The pricing was negotiated with the senior director. Procurement takes care of the cost, and the senior directors are involved. The managers and individual contributors know what they're signing up for and what features we're getting, however, not actually the cost of the software. 

    Which other solutions did I evaluate?

    We did not evaluate other options. 

    What other advice do I have?

    We are end-users. 

    We have our own data centers, and the solution exists in them. We use Operations Management pretty heavily.

    If they're going for a fresh CMDB, then ITOM is a great product. If they have a fully grown, mature CMDB, then they may want to think twice about going to ITOM.

    I'd rate the solution seven out of ten. 

    Which deployment model are you using for this solution?

    Private Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    PeerSpot user
    Madhurima  Singh - PeerSpot reviewer
    Lead Consultant | Service Assurance & Automation at Column Software Solutions Pvt. Ltd
    Real User
    Top 20
    A single platform that manages ITSM, asset discovery and service mapping but ootb reports needs to be more user friendly.
    Pros and Cons
    • "The solution allows you to subscribe to the features you need and utilize CMDB, ITSM, and discovery on the same platform."
    • "The out-of-the-box reporting feature is not as user friendly as other tools."

    What is our primary use case?

    My company implements the solution both on-premises and in the cloud for clients. 

    The solution is used to discover assets, their dependencies , service mapping and implement all required ITSM modules including CMDB and Asset Management on a single platform.

    What is most valuable?

    The solution allows you to subscribe to the all required ITSM modules , asset discovery and service mapping on a single platform, its guided setup provides easy implementation process and I found these features most valuable.

    What needs improvement?

    The out-of-the-box reporting feature has room for the improvement, it can be make more user friendly as other tools. 

    Troubleshooting can be confusing if you are not well versed in scripting.

    For how long have I used the solution?

    I have been using the solution for two years. 

    What do I think about the stability of the solution?

    The solution is stable and new versions are released twice per year. 

    What do I think about the scalability of the solution?

    I found the solution scalable, it is now highly recognized in the industry and there are many compatible products available. 

    For example, CyberArk and SCCM provides out-of-the-box integration with the solution. 

    How are customer service and support?

    For one client, we wanted to clean the CMDB excluding few records so we contacted technical support. Rather than assist us with the task, they provided written steps for completing the task without losing data. We would have preferred a higher level of assistance. 

    For some errors I face, I have not found proper resolution in the available documents or through the community. 

    How would you rate customer service and support?

    Neutral

    Which solution did I use previously and why did I switch?

    Few of our clients previously used BMC Remedy and BMC Discovery but moved to ServiceNow for it's one plateform solution feature.

    How was the initial setup?

    The initial setup is easy once you get used to it. 

    Initially, I found the solution's setup to be a bit more complicated than BMC Remedy and BMC Discovery. 

    As I learned more of the solution's features, I became confident with installation and deployment. ServiceNow is a cloud based solution and you need to install a MidServer application to interact it with clients environment and data centers in cloud and on-premise. You can install more than one MidServers for an environment to cover all the assets and DMZ's as per the requirement. It's guided setup for step by step installation instructions gives an easy approach to implement it.

    What about the implementation team?

    I implement the solution for clients. 

    What's my experience with pricing, setup cost, and licensing?

    The solution offers yearly licenses and a subscription model for add-on features. 

    What other advice do I have?

    I recommend any solution only after proper assessment of clients environment and requirements and if you are looking for implementing asset discovery, service mapping, CMDB and most of ITSM module on a single place then ServiceNow is good to choose for. 

    I rate the solution a seven out of ten. 

    Which deployment model are you using for this solution?

    Hybrid Cloud

    If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

    Other
    Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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    PeerSpot user
    UDAY THENTU - PeerSpot reviewer
    Project Manager at MindTree
    Real User
    Provides a single pane of glass, but can sometimes get cumbersome
    Pros and Cons
    • "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."
    • "At times, it got cumbersome from the project management perspective. It could have been because of the way we were using it. I found Microsoft Project to be more extensive and robust than ITOM."

    What is our primary use case?

    ServiceNow was one of the chosen ITSM tools in my previous organizations. So, we were leveraging CMDB and ITSM. We had the incident change, service management, and PA modules. It was primarily used for incident management and tracking the services' up-times and user requests. 

    We were using ServiceNow ITOM at times for project management. It was customized to do the tracking. We had created something similar to a Kanban board to see how the processes and services were working.

    When we started, it was on-prem, but then slowly, we migrated to the cloud.

    What is most valuable?

    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.

    What needs improvement?

    At times, it got cumbersome from the project management perspective. It could have been because of the way we were using it. I found Microsoft Project to be more extensive and robust than ITOM.

    For how long have I used the solution?

    I have been using this solution since 2012. I last used it about three months ago.

    What do I think about the stability of the solution?

    Overall, it's a stable solution.

    What do I think about the scalability of the solution?

    It is highly scalable. One good thing is that ServiceNow has different plans. We can start with the basic plan and then slowly move to the higher plans.

    How are customer service and support?

    I don't have much experience with their support. For ServiceNow, we had our own internal team. They used to first do the troubleshooting, and after that, if required, they used to further involve ServiceNow's support team.

    How was the initial setup?

    Its initial setup is pretty straightforward and simple.

    Which other solutions did I evaluate?

    I haven't done an in-depth analysis, but I was looking at possibly alternating with Microsoft Project. ServiceNow is still evolving, whereas Microsoft has been a major player. When you compare, you look at three different quadrants. The first one is the price and operating cost. The second one is stability, and then there is scalability in terms of scaling up and down. One primary advantage that Microsoft has is that most of the organizations have already been using Microsoft 365 and other services. They get a bundled-up package with Microsoft Project. Everything is bundled up in a single package.

    What other advice do I have?

    I would recommend this solution. ServiceNow is good from the incident management and service management perspective.

    I would rate this solution a seven out of ten.

    Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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    PeerSpot user
    Senior Consultant at a tech consulting company with 11-50 employees
    Consultant
    Top 10
    A scalable and easy-to-use solution with a lot of online resources for help
    Pros and Cons
    • "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."
    • "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."

    What is most valuable?

    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.

    What needs improvement?

    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.

    For how long have I used the solution?

    I have been using this solution for two years.

    What do I think about the scalability of the solution?

    Scalability is one of the most wonderful features of this solution. It is easy to scale. You don't have to change any configuration in order to scale to another platform or another network. It is easy for users. We have three users of this solution in our company.

    How are customer service and technical support?

    I can comfortably fix what is wrong. I open a ticket, and they serve me in a couple of hours. They understand what is wrong and are able to find a solution promptly. I would rate them a nine out of ten. They generally respond very quickly, but the response time could be improved.

    How was the initial setup?

    The initial setup was quite simple. The deployment took about two months. The main and the most difficult parts are creating the right credentials with the right permissions and opening the right ports. After you have done these, it is very easy to implement.

    What's my experience with pricing, setup cost, and licensing?

    It has different subscription models. 

    What other advice do I have?

    In order to find the right solution for your environment, do a search on various websites like IT Central Station, Gartner, and Forrester to review what other people are saying about the problems and the features they want to be implemented.  

    I would rate ServiceNow IT Operations Management a nine out of ten.

    Which deployment model are you using for this solution?

    Hybrid Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    Archana Menon - PeerSpot reviewer
    ITSM Manager at GEA
    Real User
    Intuitive design, scalable, and simple management

    What is our primary use case?

    ServiceNow IT Operations Management helps in IT service management. It is based on ITL practices of service management.

    What is most valuable?

    The most valuable features of ServiceNow IT Operations Management are ease of use, intuitive design, and ease of management, and its based on IT practices which are good.

    For how long have I used the solution?

    I have been using ServiceNow IT Operations Management for approximately six years.

    What do I think about the stability of the solution?

    ServiceNow IT Operations Management is stable because it's a SaaS solution. However, it depends on the subscription model you choose, which will have the level of availability and capacity managed by ServiceNow.

    There are times the application has some performance issue, but it could be because of our network. There should be something done to resolve this.

    What do I think about the scalability of the solution?

    ServiceNow IT Operations Management is scalable because it is a SaaS application that has scalability. You do not have to worry about the scalability, you only have to plan it depending upon the expansion.

    We have approximately 10,000 to 15,000 users.

    How are customer service and support?

    The support from ServiceNow IT Operations Management is not bad. However, it depends on how you are going to receive the support criteria. You can manage to receive support criteria good enough. I have managed to receive priority one support in one of my companies.

    How was the initial setup?

    The deployment of ServiceNow IT Operations Management can be easy but it depends on the company's complexity.

    The time for deployment of ServiceNow IT Operations Management depends on many factors. It's a SaaS application, it should not take too long, but if you want to define the tool based on your processes, then it would take some time. It fully depends on the company's complexity. There are out-of-the-box product flows and if you want to use them, you can from day one. However, if you want to customize it and change it to your company's practices, then it will take more time.

    The setup could be faster.

    What other advice do I have?

    I would recommend ServiceNow IT Operations Management to others. It's one of the market leaders

    I rate ServiceNow IT Operations Management a nine out of ten.

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    PeerSpot user
    Buyer's Guide
    Download our free ServiceNow IT Operations Management Report and get advice and tips from experienced pros sharing their opinions.
    Updated: September 2022
    Buyer's Guide
    Download our free ServiceNow IT Operations Management Report and get advice and tips from experienced pros sharing their opinions.