ServiceNow IT Operations Management Reviews

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. 

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.

We use ServiceNow IT Operations Management to manage the day-to-day operations of IT, as opposed to the Business Manager, which is responsible for cost management.

The setup and deployment could be simplified, and the pricing could improve.

ServiceNow IT Operations Management is a stable product.

ServiceNow IT Operations Management is scalable.

Technical support is not great.

I have experience with IT Service Management, IT Business Management, and CMDB.

The initial setup is complicated.

There are additional costs, you have to pay more for everything.

I would suggest being careful when it comes to negotiating the price.

ServiceNow IT Operations Management is best suited for large enterprise companies. It is not suitable for small to medium businesses.

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

ServiceNow IT Operations Management provides an ITSM (IT Service Management) ITOM (IT Operations Management) service for a client.  

The software asset management features — especially around discovery — are the tools I find to be the most valuable.  

In providing for customers, I think that the cost of ServiceNow is quite high. I think it would be good if they could offer an entry-level version or do something with the pricing. That would help quite a lot of customers at the moment. It can only be used easily by enterprise customers because they can afford the costs. The middle of a market and the SME (Small and Medium Enterprise) market might not be able to afford to use it.  

It is not that I would like to see a scaled-down version as I do not know how that would work. It would be an advantage for the price to come down to make it more of a reasonable investment for small to medium-sized businesses.  

I also think the ServiceNow app store can use a few more apps. The offerings are currently a little limited.   

The user interface is okay. The aesthetics are not 100%, but it is functional. That does not mean it could not be improved.   

I have been using the product for over three years.  

The scalability is quite good. You can start with the basic product and then you have got the other functionality, which you can then buy and add-on in batches. So it is quite good in the area of scaling functionality. But I think they are continuing to develop other features, which is quite good as well.  

Once I get more customers we do have plans to scale usage, and scalability in adding users does not seem to be an issue.  

To rate the technical support on a scale of one to ten, I would give them a seven-out-of-ten.  

I used another solution in this category prior to ServiceNow. The reason I switched is because of the ease-of-use and service style, but also because a lot of the people I speak to or the clients I deal with are using ServiceNow. It is partially because it is simply a more popular suite.  

The initial set up is straightforward apart from the configuration on the API — that takes a bit of technical work. But the initial project set up is quite straight forward.  

When we set up a project it can take about two weeks to complete the process for one client. For the deployment, we need to put in all the information into spreadsheets to push all the information into ServiceNow.  

For the deployment, I used an external consultant.  

The licensing is on a yearly basis. There are different contract types. You have got a yearly, three yearly, and then subscription-based licenses.  

For people considering this solution, I would encourage them to go for the developer instance, which is free. They should initially download that. They can use it on a test basis to get a feel for the product before buying a license and going into production.  

On a scale from one to ten where one is the worst and ten is the best, I would rate this product as a six-out-of-ten. Things are continuously improving, so my rating for the product might improve as well. There is no way for a product to be a ten because that means there is nothing left to improve. I would never really rate anything a ten.  

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 primarily use the solution for event consolidation and correlation as well as centralizing disparate managing tools into ServiceNow into our IT Operations Management. It's for infrastructure monitoring and a cloud management kind of tool.

I like the solution due to the fact that it's scalable. I like the fact that it has open APIs and is supported by basically any monitoring tool that can be integrated with ServiceNow.

I find the setup to be relatively easy.

The solution is stable.

It is scalable. 

ServiceNow could be more prescriptive on how customers can leverage some of the benefits. I know there's a lot of capability. However, maybe more prescriptive guidance needs to be provided.

I've been using the solution since 2015. It's been seven years now, so it's been a while. 

It is very stable and reliable. There aren't bugs or glitches. It doesn't crash or freeze. It offers good performance. 

The scalability has been great. It is very scalable. 

I've been satisfied with the technical support. I find them to be helpful and responsive. 

Positive

I'm mostly focused on ServiceNow. I don't use solutions beyond this product.

The initial setup is fairly straightforward for me. I've been working on this solution for so long now that it's relatively easy. It's always hard to get the requirements and the customer to articulate their needs, however. From the perspective of configuring the tool, it's not that difficult.

I'd rate the ease of setup at a four out of five. 

I can implement the solution for clients. I can implement it with a number of tools. 

The price is a controversial question. It was not expensive or cheap. It depends on what the customer needs. Every customer's pricing is customized to their needs. It's not one size fits all pricing.

I'm actually a consultant on it, so I implement ServiceNow. I'm a reseller.

While the solution can be used on-premises. However, I've never used an on-premises deployment. Likely 99% of the customers use it on the cloud.

I'd advise potential new users to go through the education classes and make sure that they are talking to the right consultants.

I'd rate the solution nine out of ten.

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.

I have been using this solution for two years.

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.

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.

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.

It has different subscription models. 

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.