ServiceNow IT Operations Management Reviews

Our primary use case is leveraging ServiceNow IT Operations Management for IT infrastructure management. We've used event management primarily for a lot of the infrastructure for the health to bring it into a single pane of glass, facilitating discovery by integrating Intune and SCCM.

ServiceNow IT Operations Management brought together Intune and SCCM or MECM really well. It provided out-of-the-box integrations, requiring only minimal effort, typically a couple of days, to massage those systems into a seamless operation. 

Additionally, the performance analytics of ServiceNow was especially beneficial for setting thresholds, aggregating, and correlating infrastructure data.

Currently, we are integrating LogicMonitor with ServiceNow IT Operations Management to manage IT event management and auto-ticketing for alerts from the monitoring tool to ServiceNow.

The solution is saving time by providing templates, reducing duplication in rule configuration, and offering efficient alert management. We are able to provide more outputs to customers with limited resources and costs.

I have worked for organizations that use the solution for ITSM, iTerm, HRST, CSM, GRC, and SecOps.

The solution is easy to use and has great orchestration and automation capabilities.

It's used a lot for event management. They have monitoring systems. They will integrate with ServiceNow, for the events, for catching events. They will auto-correct on the incident. They also auto-perform the task. An engineer is not doing it manually. For example, if I want to start the Oracle services or I want to launch the AWS or Azure or Google Cloud, a virtual machine, some machines will be automated. Okay. Through cloud applications in ServiceNow, there's CMDB configuration item management, which they need to onboard to ServiceNow. Users want to maintain CMDB on-time maintenance and all the information will be stored in ServiceNow.

You can also automate the requested items. For example, if users want to launch services or launch virtual machines, they just need to raise that request. Other things will be automated. If I want to start Oracle services, engineers traditionally will write some commands on the server. They will log into the servers and perform the task. However, we can automate those things, which will reduce the work and reduce operational costs and maintenance. 

With this solution, operational costs will be reduced. Your maintenance cost will be reduced when you use the item model. You will deliver a fast solution to the customers. 

If something happens on the server-side or router-side, it will be immediately caught. Efficiencies are improved.

It's easy to set up.

It provides a great variety of features and modules that help optimize the operations. Automation streamlines tasks and improves efficiency, while reducing costs by leveraging machine learning and artificial intelligence.

It includes a valuable feature called Discovery, that aids in application portfolio management, enabling visibility into IT infrastructure from top to bottom.

Our company has forty team members who use the solution for change management, problem management, and our intake process. 

We use the workflow management tool for several provisions. For example, a requester creates the request, it goes to the floor for approval, and then it automatically connects with the backend VR process. The destroy process uses the same format. 

The workflow management tool is very valuable. 

The solution is very capable and user friendly. 

ServiceNow IT Operations Management helps in IT service management. It is based on ITL practices of service management.

The most valuable features of ServiceNow IT Operations Management are ease of use, intuitive design, and ease of management, and its based on IT practices which are good.

We use this solution primarily for event management, aggregation, correlation, and analytics. It has moved from simple correlation to AIOps and helps us and our customers move towards AIOps. In addition, the regional ITOM has been valuable.

We measure the challenges we face when detecting an anomaly based on thresholds, KPIs, or application infrastructures. We assess the three Ws of what, where and why. That has been the most valuable feature for any administrator, service, IT operator or support agent.

There needs to be a focus on AI machine learning production. Their AI ML prediction algorithms have been improving, but we would like to see further enhancements. We don't need both Splunk and ServiceNow IT Operations Management. The problem with ServiceNow is that it allows you to coexist, but we don't want to coexist as partners or end users. We want to be able to replace and save some bugs and money.

It should have better integrations with other solutions. For example, rather than out-of-the-box level integrations, it would be good to have tools like SolarWinds, ManageEngine, or any monitoring tool. In addition, the tool plethora is changing fast, and we have some custom tools in the cloud with Google and AWS Azure. So we want those integrations to be enhanced with ServiceNow.

Another issue is that the licensing model is becoming too cumbersome on the DICOM side. Their standard professional enterprise is becoming too onerous with many advanced features, and with their recent acquisitions, they are still figuring out some things. For example, Loom Systems is used to enhance their ITOM AI ML. They also recently brought in a few other tools like Asari. We want all of these to be merged under one roof, so instead of us preparing multiple modules, we would be happier if we could have Asari integrated with ITOM and other advanced analytics.