ServiceNow IT Operations Management Reviews

Customers use ServiceNow IT Operations Management for IT Operations, ServiceNow Discovery, Event Management, and then service mapping for the CMDB.

What's most valuable in ServiceNow IT Operations Management is that it works with other ServiceNow solutions. For example, to do Event Management, you need to have your service maps and infrastructure properly discovered, so you need a solution that works well with others, such as ServiceNow IT Operations Management.

As a product, I also like that it's pretty strong and it can discover non-IP devices.

As a ServiceNow partner, my company also gets frequent ServiceNow IT Operations Management updates, which is another pro.

An area for improvement for ServiceNow IT Operations Management is making service mapping and discovery easier for non-IP devices.

I've been selling ServiceNow IT Operations Management for six years.

ServiceNow IT Operations Management is a very stable solution.

ServiceNow IT Operations Management is very scalable, and in terms of scalability, I'd give it a nine out of ten.

Customers call the ServiceNow IT Operations Management support team, but we also offer support for the solution to our customers.

The initial setup for ServiceNow IT Operations Management is complex for people not certified in ServiceNow. Customers won't be able to set it up because you're required to be certified and understand ServiceNow IT Operations Management, which is why my company does it for customers. It's easy for my company but difficult for non-certified people.

My customers pay for the ServiceNow IT Operations Management license annually, but it's different because it undergoes a quarterly review.

I'd rate the pricing based on value. ServiceNow IT Operations Management is a premium product as it has better features than competitors.

I work for a ServiceNow partner, so I only handle ServiceNow solutions.

My company sells ServiceNow Orchestration, ServiceNow Discovery, ServiceNow DevOps, and ServiceNow IT Operations Management.

I'd recommend the solution to others. It's my job as a seller.

My rating for ServiceNow IT Operations Management is eight out of ten.

My use cases for ServiceNow IT Operations Management include problem management, incident management, ticket management, and helping users set up IT and asset management systems.

The end-to-end ticketing process is most valuable in ServiceNow IT Operations Management because its notification feature is excellent in keeping all users informed on the next step compared to BMC.

I also like that ServiceNow IT Operations Management is very user-friendly.

ServiceNow IT Operations Management could do a little bit better with integrations when people or organizations move to ServiceNow IT Operations Management from other applications. The solution has some integration with JIRA, but it has been more challenging to integrate with BMC Helix.

ServiceNow IT Operations Management doesn't have specific plugins for CMDB, so the process has to go through a discovery mode compared to a CMDB-to-CMDB process. Integrating ServiceNow IT Operations Management with CMDB processes needs a little more work.

My experience with ServiceNow IT Operations Management is about three or four years.

Stability-wise, ServiceNow IT Operations Management has a good outlook because it has a better response time than BMC Helix. The stability of ServiceNow IT Operations Management is adequate.

I've contacted the technical support team for ServiceNow IT Operations Management. Each time I have an issue, the support team is quick to help resolve incidents, including getting the right groups involved, particularly for the cloud services. The team was always very prompt and working on a system to better develop responses to my needs.

I've used BMC Helix before using ServiceNow IT Operations Management.

The initial setup for ServiceNow IT Operations Management is complex, but my co-workers now gather requirements as I focus more on BMC Helix.

I've worked on different deployments of ServiceNow IT Operations Management. My company is currently trying to move it to the ServiceNow cloud, but previously, it was a combination of cloud and on-premise deployment.

My advice to anyone thinking of implementing ServiceNow IT Operations Management is to do research, especially if you're coming from a platform similar to ServiceNow, to ensure you know the integration requirements before you do the integration. Even if you buy ServiceNow IT Operations Management, some additional plug-ins may need to be paid, so that's good to know on the front end.

My rating for ServiceNow IT Operations Management is eight out of ten.

The primary use case is mainly for our daily tracking of tickets, creating a dashboard to check the SLA or if any ticket is open or closed if any got breached. 

The solution has improved from version to version. Earlier there was no option for the dashboard, so it used to check manually and do incident tracking to figure out the details of the ticket, like the pending or the open task. But as per the current trend, when the dashboard got introduced, it was very quick. It's kind of like, I will say, a one-touch or a one-stop market for getting all the details of the ticketing information.

The most valuable feature is dashboard creation, which is recently integrated. The reason being in the dashboard, it is very easy to see the graph of the pending task. Or you might say if any ticket or anything got SLA breached or even to whom what task is assigned to, for how long. Everything can be tracked from the dashboard.

I would like more manual issues to have automated report-facing options.

I have been using the solution for a few years.

The solution is stable.

The solution is scalable from time to time.

The initial setup is very straightforward. A person just needs to join a team to access the network and that's all.

The deployment was completed in-house.

There is definitely a return on investment with this solution.

I give the solution an eight out of ten.

The solution is used wherever there is an operations activity in our organization. It is hard to say exactly how many people are using the solution but it is a lot.

We have a support team that consists of six to eight people used for deployment and maintenance.

We definitely have plans to increase the usage of the solution, because, considering the current market trend, the ServiceNow IT Operations Management usage will increase in long run.

I recommend this solution. The reason is it's cost-effective, number one. Number two, many of the processes got recently automated in it, like checking the major incidents. When triggered, it will be notified according to the configuration set. Any people can create a dashboard to get a quick view of the SLS.

We use this solution for incident management. It is a tax version only, so we use an internal Deloitte tool, and it is linked. It is related to the incident management process, so we get incidents related to the issues of the Deloitte internal taxation tool.

Any issue related to ServiceNow IT Operations Management and related to authentication or authorization is included at the beginning of the tool. All the internal and external users need to be added to the particular device to use it. We also have to create a group, and the email drops into our email box. We then pick the email up, and the ticket is created.

Access to that particular tool is provided to us, and we mention all the information for a specific incident. For example, if a user needs access to the tool, we go through basic authentication, process it and once it is completed, we close the incident. In addition, since it is a taxation-related tool it allows us to add users and specific documents.

When there are issues, most of the users are unaware of the functionality or what steps they have to follow.

The solution saves us time because we do not need to communicate only through email. When sending emails, there is no guarantee of when the receiver will read or how they will interpret an email. However, with the tool, we both have access to it and can identify the topic and why the ticket was created. Therefore, both parties are aware of the issues, and it is easier to understand, which saves a lot of time. There is also an SLA so the issue can be resolved quickly. We had to prioritize P1 to P3, and the user knows when the issue is resolved.

The most valuable feature is the dashboard. The entire algorithm and setup are very user-friendly. In addition, the dashboard maintenance is very good and the tool doesn't get stuck.

The tool can be improved by including more detailed information to assist new users. So when you get different scenarios and create a ticket, there can be a section explaining the issues that usually occur in the tool. That way, a user can review the error and how it was previously resolved without raising a ticket. In addition, it can serve as an FAQ section, which the tool does not currently have.

I worked on a project at my organization using ServiceNow IT Operations Management. I worked on the project and with this solution from 2019 to 2021.

The solution is stable. It's straightforward to understand for all parties working with it who are unfamiliar with technical tools.

The solution is scalable. The entire taxation team in the US and Canada working with my organization uses this product.

We have not been directly in contact with Service Now customer service because when we have issues with a product, another team handles it.

I cannot comment on the initial setup as I was not involved in the deployment. However, regular upgrades are required on the tool based on customer feedback.

We evaluated other options but chose this one because of its simplicity.

I rate this solution a ten out of ten. The product is very good but can be improved by providing a detailed information section to track recurring issues and their solution. However, from my perspective, I recommend this tool to new users because it is better than most tools in the market right now, mainly because of its simplicity.

The solution is used primarily for operations management. 

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.

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. 

The Discovery needs to become more functional.

Service mapping is pretty limited.

It has a complex initial setup.

I've been using the solution for two years. 

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.

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. 

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.

Neutral

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

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. 

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.

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.

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. 

We did not evaluate other options. 

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. 

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.

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.

We have been using this solution for ten years.

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.

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.

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.

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.

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.

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.

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.

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.

We use this solution for issue tracking because we have a lot of external customers. So if any of our customers have an issue with our product, they create a ticket, and our system integrates that ticket and allows us to track it end to end when it is open. Then our CEO or engineer can go to the site and fix the issue or change each piece of data. So we use this solution for all the life cycles.

IT support management is the most valuable feature and a very good product. It is easy to use and simple to learn. It has very good features.

The security policies could be increased.

We have been using this solution for about six years and are using the latest version.

The stability is great, and we rarely face any issues with the product. We have thousands of users using this solution.

It is a scalable solution.

Sometimes we require technical support from ServiceNow, and they respond quickly. I rate the technical support a four out of five.

We currently use Remedy, but I do not have details about it because another team uses it.

The initial setup was very simple, and we installed it quickly. We used the escapes to install the deployment and its safety. The deployment can be done in-house, and no technical guys are needed.

I rate this solution a nine out of ten. I strongly recommend ServiceNow IT Operations Management for issues tracking.

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

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.

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

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.

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.

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.

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.

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.

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. 

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.

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

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

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. 

The solution is scalable.

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. 

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. 

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.

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. 

I usually use two open objects that I need and if any requests come in, I request that the IT guys do it for me.

As my security department colleague is based in Australia, talking can be difficult because of different time zones. The way this solution has helped us is that it improved our communication.

The feature I like the most is the integrations. Whenever I create a new asset team, all the information is filled in automatically and linked with the initial part. In addition, finding all of this information is quite easy.

When it comes to improvements, I think that my colleagues and I often have issues finding the correct screen and the search box does not work as intended.

I have been using this solution for about a year and a half.

I would rate the stability of this solution a nine, on a scale from one to 10, with one being the worst and 10 being the best.

I would rate the scalability of this solution a nine, on a scale from one to 10, with one being the worst and 10 being the best. I think there are currently around 100,000 users of this solution.

This solution is deployed on the cloud for us.

I would rate this solution as a whole a nine, on a scale from one to 10, with one being the worst and 10 being the best.