ServiceNow Discovery Reviews

Name: ServiceNow Discovery
Brand: ServiceNow
Rating: 4.1 (40 reviews)

4.1 out of 5

40 reviews
97% willing to recommend

What is ServiceNow Discovery?

ServiceNow Discovery finds applications and devices on your network, and then updates the CMDB with the information it finds. Discovery is available as a separate subscription from the rest of the Now Platform.

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ServiceNow Discovery is the #1 ranked solution in top Cloud Resource Discovery Services, #3 ranked solution in top Server Monitoring solutions, and #5 ranked solution in top IT Asset Management solutions. PeerSpot users give ServiceNow Discovery an average rating of 8.2 out of 10. Based on the analysis of the 40 most recent ServiceNow Discovery reviews, the overall sentiment is positive, with a sentiment score of 6.5. (Among the lowest in the category). ServiceNow Discovery is most commonly compared to ServiceNow: ServiceNow Discovery vs ServiceNow. ServiceNow Discovery is popular among the large enterprise segment, accounting for 75% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 15% of all views.

Helped 816,406 peers since 2012

Featured reviews

RISHI GUPTA

Senior Manager at a manufacturing company with 5,001-10,000 employees

Proof of concept for the solution doesn't make much sense. It totally depends on the capability of your partner. Choose the partner very carefully while you plan to use the solution. If you get a very competent and capable partner, then life will be easy. If you have a partner who only does technical implementations, then that won't help you. You need to have CMDB and CSDM experts on the team because the solution is for CMDB and CSDM. If you don't design your data model really well, then the solution will not give you much result. The solution is not fully automated so you still need to make some effort. You have to go through the complete remodeling cycle for non-useful data elimination whenever you add a new LAN segment or new mid-server on a new data center or service. It is a little bit of effort, but it is worth the effort. Based on the necessary but important effort, the solution is rated a seven out of ten.

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Kaustubh Partha

Technical Support Analyst at CLSA

I like how ServiceNow Discovery scans servers and network devices through SNMP. Most fields on our forms are auto-filled, reducing manual maintenance for our infrastructure team. Post Discovery implementation there is hardly any maintenance. There are three to four fields that are customized. Otherwise, 90% of the data is auto-filled. Discovery can also run in bulk, which is helpful for organizations that cannot run it during weekdays. With identification rules, if a configuration item (CI) isn't in the CMDB, you can simply add the IP address, and it will be automatically added based on criteria like name or serial number, making CMDB maintenance easier.

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Arben Klaiqi

IT OM at IKEA

ServiceNow Discovery has played a vital role in improving service visibility through automated IT service management processes, including change and problem management. For our organization, the most beneficial feature is its mapping functionality. With the introduction of service mapping, there has been an automatic transformation in the change management process. This transformation is evident in the increased maturity of service owners and technical teams supporting various areas and applications. Its out-of-the-box capabilities have allowed us to convince teams that utilizing this approach can predict and prevent issues, particularly impending outages. We encountered challenges using the previous solution where the maturity was lower, resulting in system issues and financial losses. The platform's significant benefit lies in automating ITSM processes, including incident, change, problem management, and effective element management. This real-time insight allows for prompt error messaging to impacted applications and services. It enables service owners to visualize and control the infrastructure. I rate it an eight out of ten.

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ServiceNow Discovery mindshare

Product category:

As of November 2024, the mindshare of ServiceNow Discovery in the IT Asset Management category stands at 4.7%, up from 2.1% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Asset Management

Key learnings from peers

Last updated Nov 21, 2024

Valuable Features

ServiceNow Discovery is valued for its seamless integration within the ServiceNow suite, robust security, automated service mapping, and user-friendly interface. It excels in identifying dependencies, integrating with CMDB, and supporting various plugins for cloud integration. Key features include its agentless capabilities, ease of setup, powerful reporting, and the Identification and Reconciliation Engine (IRE) rules that prevent data duplication. The tool offers effective data insights, builds CI relationships, and automates asset discovery processes.

"The product's discovery feature is valuable due to its accuracy, reliability, and the high prestige associated with the information it provides."
"I believe one of the great functionalities or improvements in ServiceNow Discovery is its ability to gather information about any Configuration Items (CIs)."
"Most fields on our forms are auto-filled, reducing manual maintenance for our infrastructure team. Post Discovery implementation there is hardly any maintenance."

Room for Improvement

ServiceNow Discovery needs enhancement in service mapping, ease of management, cost, integration capabilities, and user interface. It struggles with discovering non-networked devices, requires more plugins and automation, and has limited reporting features. Frequent bugs, slow performance, and complex setup are concerns. Users face challenges with legacy app integration, high pricing, data quality, and lack of training resources. Credential-less discovery and debugging should also be improved. Increased AI integration and a more flexible licensing model are desired.

"The continuous improvement in the quality and customization of the product features would be beneficial, particularly as more customers rely heavily on its capabilities."
"I believe there is room for improvement in ServiceNow Discovery, particularly in providing more detailed information about network usage and communication between ServiceNow and the infrastructure."
"I feel that credential-less discovery could be improved."

ROI

Users appreciate high scalability and automation from ServiceNow Discovery. While some find it challenging to quantify ROI due to the data in the CMDB, others have noticed a definite return, especially with reporting capabilities. Initial cost is considerable, but significant ROI is achievable with additional services and full use of CSDM. Some users are unable to utilize all data collected, with an estimated 50-60% still unused. Initial effectiveness is rated seven out of ten.

Pricing

ServiceNow Discovery is a costly solution with pricing primarily based on nodes or subscription units. Licenses are typically on a three-year contract, and the tool is often seen as expensive compared to market alternatives. There are mixed opinions on its value, as some view the cost as justified due to its advanced features and automation capabilities, while others feel licensing costs could be lower. Discounts may be available when bundled with other ServiceNow products.

"The product pricing is fair and reasonable for the value it provides."
"It's on a yearly basis. We renew our contract for three years at a time."
"ROI (Return on Investment) is good. ServiceNow don't disclose the price publicly. They'll assess your organization's needs and then come up with a price."

Popular Use Cases

Organizations primarily use ServiceNow Discovery to manage and update their CMDB, improve asset management, automate inventory management, discover network devices, and track hardware and software applications. It's also used for integration with other tools, monitoring environments, and reducing manual IT tasks. Some leverage it for compliance, service mapping, and enhancing IT operations visibility. Many deploy it to consolidate infrastructure components, gather detailed data, and support efficient configuration management.

Service and Support

ServiceNow Discovery's customer service and support is inconsistent. Some users find technical support responsive and helpful, while others report slow response and lack of proper assistance. Initial levels of support often lack expertise, but higher levels are more competent. Some users rely on community forums and documentation for issue resolution. Paid support receives better feedback than normal support. Users suggest improvements in response times, issue handling, and training for support personnel. Training materials are considered good.

Deployment

ServiceNow Discovery's initial setup ranges from straightforward to complex. Some find it easy and quick done in a few days, others experience longer deployments requiring multiple staff and detailed configurations. The setup might involve dealing with IP ranges and firewalls, especially for those with strict security. Some users report post-setup errors, and network dependencies influence complexity. Despite challenges, its cloud-based nature simplifies certain tasks, but customization often extends setup duration.

Scalability

ServiceNow Discovery offers strong scalability, from easy expansion by adding IP ranges to adapting to large enterprises. Users report smooth scalability, especially in public cloud deployments, though some challenges exist with specific cloud providers and complex network setups. Scaling is highly rated, with evaluations ranging from seven to ten out of ten. Organizations with substantial IT departments find it adaptable for varied use cases, handling large user bases and extensive data centers effectively.

Stability

ServiceNow Discovery is highly stable and reliable. Users report minimal bugs, glitches, or crashes. It performs well, even handling small to large enterprise needs. While some minor issues were noted, they were usually related to infrastructure rather than the software itself. Stability ratings are consistently high, often 8-10 out of 10. The platform operates smoothly, with only occasional hiccups, and is praised for its dependability and robustness in various environments.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our ServiceNow Discovery Buyer's Guide for additional reliable information.