ServiceNow IT Operations Management Reviews

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.  

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.