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reviewer2223984 - PeerSpot reviewer
ITSM Specialist and Developer at a tech services company with 1-10 employees
Real User
Top 20
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A flexible solution that lets you add a lot of customization
Pros and Cons
  • "I like the tool's CMBD connection with Discovery. The solution is also flexible."
  • "There is a slower learning curve associated with the tool's scripting part. It is also not cheap."

What is most valuable?

I like the tool's CMBD connection with Discovery. The solution is also flexible. 

What needs improvement?

There is a slower learning curve associated with the tool's scripting part. It is also not cheap. 

For how long have I used the solution?

I have been working with the solution for three to four years. 

What do I think about the stability of the solution?

The tool never went down for me. However, the solution goes slow in our development environment. 

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ServiceNow IT Operations Management
April 2025
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What do I think about the scalability of the solution?

ServiceNow IT Operations Management is scalable. You need to pay for more licenses if you want to scale up. 

How are customer service and support?

We have a good technical team and we seek support only when there are some strange issues. 

How would you rate customer service and support?

Positive

How was the initial setup?

ServiceNow IT Operations Management's initial setup is easy. You can add a lot of customization but it depends on your knowledge. 

What other advice do I have?

I would rate the product a nine out of ten. It is a solution for big companies. 

Disclosure: My company has a business relationship with this vendor other than being a customer: partner
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PeerSpot user
ArbenKlaiqi - PeerSpot reviewer
Business analyst at a financial services firm with 10,001+ employees
Real User
Top 5
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Supports proactive IT issue resolution and enhances infrastructure visibility
Pros and Cons
  • "I consider the stability to be very high, rating it ten out of ten."
  • "I believe that technical support could improve a bit. I would rate it a six."

What is our primary use case?

We use ServiceNow IT Operations Management for IT Operations Management, including Discovery, service mapping, Certificate Inventory, ITOM Health (which is Event Management), and Gen AI. We use ITOM Visibility to help us identify the impact of different applications in service mapping. ITOM Discovery is used for scanning all the infrastructure running in our organization and populating that to CMDB. ITOM Health, an event management tool, can predict any outage proactively. Certificate Inventory predicts when the certificate is going to expire and sends alerts to different teams or owners to remind them of the renewal process. ServiceNow IT Operations Management also has a direct impact on ITSM processes, helping automate processes and predict and resolve IT issues proactively.

What is most valuable?

ITOM Visibility assists in service mapping and determining the impact of different applications. ITOM Discovery scans the infrastructure and updates the CMDB. ITOM Health is an event management tool that predicts outages. Certificate Inventory manages certificate expiration. ServiceNow IT Operations Management influences ITSM processes by automating them and aiding in detecting and resolving IT issues to improve performance, reliability, and uptime.

What needs improvement?

I find it hard to say what needs improvement, because it is a very powerful tool made up of a suite of tools.

For how long have I used the solution?

I have worked with ServiceNow IT Operations Management since 2019. We started with proof of concept.

What was my experience with deployment of the solution?

The deployment process of ServiceNow IT Operations Management took about six months for us, due to people and process factors. Although the solution can be implemented very quickly within a week, training and onboarding factors extend the timeframe.

What do I think about the stability of the solution?

Since it is a Platform as a Service (PaaS) or Software as a Service (SaaS) solution, I consider the stability to be very high, rating it ten out of ten.

What do I think about the scalability of the solution?

ServiceNow IT Operations Management is highly scalable. It integrates with every single tool, even external tools.

How are customer service and support?

I believe that technical support could improve a bit. I would rate it a six.

How would you rate customer service and support?

Neutral

Which solution did I use previously and why did I switch?

I previously worked with BMC tools from 2008 to 2021, after which we moved to ServiceNow.

How was the initial setup?

I found the initial setup to be quite easy, between eight and nine on a user-friendly scale.

What other advice do I have?

For the overall solution of ServiceNow IT Operations Management, I will say nine. I rate the overall solution at nine out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Buyer's Guide
Download our free ServiceNow IT Operations Management Report and get advice and tips from experienced pros sharing their opinions.
Updated: April 2025
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Buyer's Guide
Download our free ServiceNow IT Operations Management Report and get advice and tips from experienced pros sharing their opinions.
Buyer's Guide
ServiceNow IT Operations Management
April 2025
DOWNLOAD NOW
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