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.

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. 

ITOM communicates information about incidents and maintains them. It handles tickets change, manages service networks, and reduces IT service downtime for the organization.

ServiceNow IT Operations Management is an easily configurable SaaS product and there is no other capability that can compare to the functionality and organization. 

With ServiceNow, we can do almost everything for your organization, be it ticketing, maintenance, infrastructure maintenance, software, hardware, renewals, portfolio management, etc. It is easy to configure and scalable. Moreover, the business can do the configuration without the technical team.

The pricing of some modules is higher because they are sold in packages. If we need something specific, we cannot take it individually. Instead, we have to take it along with other functions or capabilities that we may not need. Additionally, certain specific packages are significantly more costly compared to the competition in the Service Desk domain. Therefore, the pricing model is an area of improvement for me. 

I have been using the solution for three years. We are a premier partner of ServiceNow.

The stability of ServiceNow is good. I would rate it a nine out of ten. 

It is a scalable product.  We have 15 customers, using this solution.

Customer service and support were good. 

The initial setup is straightforward and easily intuitive. Moreover, ServiceNow can be deployed both on the cloud and on-prem. 

It is a normal ACLC. It's kind of similar to SaaS products' implementation, which is a step-by-step procedure. So when we pay, ServiceNow will provide a subscription-based model.

ServiceNow has a subscription-based model, and our customers use the yearly-based license.

Overall, I would rate the solution an eight out of ten. I would definitely recommend using this solution. 

Our clients use ServiceNow IT Operations Management to manage their IT infrastructure, that is, to track all their servers and storage.

The solution is deployed on the cloud provided by ServiceNow.

I have found Discovery, CMDB, and service mapping to be valuable features.

There are some limitations with Discovery; some areas are not available in the installation. I would like the solution to be able to discover more devices. That will remove the need to have multiple tools.

I've been working with this solution for seven years.

I would rate the stability of the solution at nine out of ten.

It is a highly scalable solution, and I would rate the scalability at nine out of ten. Approximately 300 operations team members heavily use the solution. We have a mix of clients, but most of them are medium- to enterprise-level organizations.

ServiceNow IT Operations Management's technical support is good, and I'd rate it at seven out of ten. Sometimes, we have to follow up with them.

Neutral

I would rate the initial setup at six. It is neither too easy nor too difficult. ServiceNow IT Operations Management is not a straightforward solution, and the deployment can take one to two years.

We gather the scope from the customers, create a high level design, and then implement it.

ServiceNow IT Operations Management is a costly solution. I'd rate the price at ten, on a scale from one to ten with one being the lowest and ten being the highest price. Some clients do have a problem with the price, but most find that the solution is worth the cost.

I would recommend ServiceNow IT Operations Management and rate it at nine out of ten. It is a market leader and is very implementation-friendly. Developers have a clear understanding of how the solution works, and it is mature enough to handle different client needs.

We use the solution for infrastructure management and managing the changes. We have multiple teams of developers thus we come across a lot of modifications occurring daily. We handle them with the help of ServiceNow.

The solution has some helpful modules and serves as a good platform. While using it, you don't need to configure the implementation. You can improve operation integrations with its help.

The user interface is better than other alternatives but not that easy. They should improve the user interface to the latest version, so the customers can use it more easily.

I have worked with ServiceNow for about five years, and with IT Operations Management for about two years now.

The solution is very stable. However, our consumer experiences are pretty diverse. We deploy the solution using XML access, and we have about 1,000,000 consumers. Each consumer has a server. Sometimes ServiceNow goes down. It is not as stable as the other solutions.

The solution takes time to scale. You need to contact the support team to analyze your needs.

The customer support is fine. It's not so good and very inconvenient. The documentation could be better too. There are a lot of things I can't comprehend.

Neutral

We have used three to four solutions before. They were not able to integrate well with the other systems. Wherein ServiceNow helps us to manage all the changes in just one place. It has a good UI as well. Also, the Director of our company thought ServiceNow would be a good solution. Our IT Operations team and the Director of the customer service department wanted to buy ServiceNow and implement it for our customers. Thus, we switched to ServiceNow IT Operations Management.

It's not so easy to understand the setup concept, but it's easy to manage the incidents and problems.

We have an in-house team for integration. But it's just that ServiceNow enables the integration of features and helps us configure the setup. We update the XML file with the help of our developer in the environment. We develop it in that instance. Later, we go through the stages and steps and deploy them to the system. We have a centric component to help us manage the production environment. So the developers follow the documents in the environment to make the centric component implement the deployment.

I advise others not to customize a lot while using ServiceNow. Just use it as it is. The maintenance is complex. In ServiceNow, we have a lot of options for customization. They can cause problems, and detecting which customization is causing them isn't easy. Usually, the customizations break in the new versions. They do not get upgraded to the following versions. Thus, it requires a lot of work for the team to test each version to ensure no customization breaks.

I rate this solution a nine out of ten.

Our company has forty team members who use the solution for change management, problem management, and our intake process. 

We use the workflow management tool for several provisions. For example, a requester creates the request, it goes to the floor for approval, and then it automatically connects with the backend VR process. The destroy process uses the same format. 

The workflow management tool is very valuable. 

The solution is very capable and user friendly. 

The service discovery tool should include HR automations that automatically remove an employee who is leaving. In this scenario, HR would flag an employee with their leave date and the solution would automatically remove the account on the specified date. 

I have been using the solution for seven years. 

The solution is stable with no issues so I rate stability a ten out of ten. 

The solution is very scalable. We do not have plans to increase usage because all staff who require the solution already have it. 

We have not needed technical support. 

We previously used Remedy but switched to the solution because it is more capable and user friendly. 

The setup is very simple. 

We implemented the solution in-house. 

Overall, I like the solution so rate it a nine 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.

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.