ServiceNow IT Operations Management Reviews

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.

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.

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.

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.