ServiceNow IT Operations Management Reviews

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.

ITOM is a vast solution so primarily we are using cloud management or discovery event management. We also use ITOM for certification management. We're using the enterprise version which includes all modules. I'm a solutions architect. 

The main beauty of the product is that you have everything in one solution. Other products require a variety of solutions and separate installation and configuration, but ITOM offers everything in a single platform. Every six months, they bring out a new release with enhancements to the solution. 

The one drawback is that ITOM isn't able to do its own monitoring of the infrastructure. I believe they are planning to introduce it in an upcoming release, so we are waiting for that.

I've been using this solution for over five years. 

The solution is definitely scalable. One of our customers has around 1200 users.

ServiceNow provides us with product support.

If you fulfill the prerequisites from the infrastructure perspective, the initial setup is straightforward. 

Licensing is a little on the expensive side but we get so much benefit from it, that it's worth the extra cost. 

We evaluated other products before we chose ServiceNow but we found this to be a better solution. ServiceNow offered more features than other solutions. In addition, it was beneficial to us that it was a single platform that didn't require infrastructure. 

I'm waiting for them to add the monitoring and then I can rate this product 10 out of 10. For now, my rating is nine out of 10. 

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 auto remediation feature has been most valuable. They have also introduced an AOP feature of ServiceNow that we are keen to explore. They have also come up with a lot of anomaly detection and self healing through orchestration.

Even though they call it low code there are a lot of customizations needed, especially from an ITOM standpoint. We have the opportunity to pick elementary data but there is a lot of scope when it comes to training bots and the ML capability. I think this solution still needs to mature, especially from an ITOM perspective. It is still very difficult to train the bots to to detect anomalies.

The ML capability also needs improvement. 

I have been using this solution for three years. 

This is a stable solution. I would rate it seven out of ten for stability. 

This is a scalable solution. 

The availability of the contact center for high priority tickets is really good. If you are an ITOM user and you depend on a particular vendor to get a response, especially when it comes to new product features, there is a lag. 

Positive

For us, the initial setup was straightforward but this does depend on your organization. If you don't have a proper CMDB set up, whether it is internal or outside ServiceNow, the ITOM implementation may not be very easy. 

This solution offers good value but comes at a very high premium. Pricing could be reduced by 10 to 20%.

I would rate this solution an eight out of ten. 

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.

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.

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

Overall, it's a stable 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.

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.

Its initial setup is pretty straightforward and simple.

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.

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.

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

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.

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.

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

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

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

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

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

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.

We assist our clients in implementing the solution. 

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. 

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.

We use ServiceNow for incident management. When an incident occurs, it is assigned to the respective team, who works on resolving the issue based on its severity level. We also define severity levels such as critical, medium, or minor.

Initially, some of our customers faced issues with the solution as they were not very familiar with it. We helped them identify and rectify the issues, such as incidents being assigned to the wrong teams due to group-related issues. Once we corrected these issues, our customers were satisfied with the solution's performance.

There is room for improvement in the stability of ServiceNow.

Overall, the performance and everything is good for the product. However, sometimes customers face issues related to misconfigurations, particularly related to respective groups. Other than that, the performance of ServiceNow IT Operations Management is good.

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

The stability is fine. I would rate it a seven out of ten.

The scalability of ServiceNow is good. I would rate scalability an eight out of ten. My company is a startup organization, so I have few customers. Two or three customers are using the solution.

The initial setup is straightforward, and it took around a week to deploy the solution. Initially, we need two or three members for deployment. Once we hand over the solution to the customer, it depends on how they manage it.

We need a manager, developer, and QA personnel to deploy the solution.

Licensing is chargeable. For example, earlier, it was monthly.

ServiceNow is a very good product, but it's widely used in the industry. Overall, I'll give it an eight out of ten.

I would advise customers that this is a very useful setup. We get a lot of real incidents, apart from false incidents. Also, ServiceNow has its pro application setup related to AI ops. So, as per the customer, if we need to figure out any issue, we can initially use the standard ServiceNow application. After that, if we separate ServiceNow using AI ops, we can get many features. It is machine learning and AI-based. After that, we can get a lot of features.

In normal ServiceNow, we have to search for routers and other things, but we can get these things automatically from the system in AI operations. So, there is a set of things we can advise the customer in such a way.

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.

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.

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.

I have been using the solution for two years. 

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

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. 

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. 

Neutral

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

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.

I implement the solution for clients. 

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

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.