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ServiceNow IT Operations Management vs ServiceNow Orchestration comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

ServiceNow IT Operations Ma...
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
40
Ranking in other categories
Event Monitoring (1st), Cloud Management (9th), IT Infrastructure Monitoring (10th), AIOps (4th)
ServiceNow Orchestration
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
16
Ranking in other categories
Process Automation (11th)
 

Mindshare comparison

ServiceNow IT Operations Management and ServiceNow Orchestration aren’t in the same category and serve different purposes. ServiceNow IT Operations Management is designed for Event Monitoring and holds a mindshare of 19.9%, up 15.9% compared to last year.
ServiceNow Orchestration, on the other hand, focuses on Process Automation, holds 4.1% mindshare, down 4.3% since last year.
Event Monitoring
Process Automation
 

Featured Reviews

RichardG - PeerSpot reviewer
Effortlessly blends management systems for comprehensive infrastructure insight
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.
ShaheenKapery - PeerSpot reviewer
Easy to integrate, stable solution and incredibly good customer service
It is a long setup. It was customized to our company's requirements. Bearing in mind that there is not just an IT team. You've got an IT team consisting of end-users, consulting, and user support sides. Install support, ServiceNow support, application support, and so on. What ServiceNow does is it's really good at getting the tickets to the right person. That's the power of it. There's no issue with it. But you need to set that up in advance. You need to know the structure and who is responsible for each task. The initial setup does take a long time, and the organization might face some issues. But once you've got that resolved, it's amazing.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most important features of ServiceNow IT Operations Management are the discovery service mapping and orchestration."
"Has service mapping, impact management, metric intelligence and health of analytics."
"ServiceNow IT Operations Management is a stable product."
"I am impressed with the tool's ability to track information in an easy way."
"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."
"Our ROI since implementing ServiceNow ITOM has been significant."
"It is a product that is familiar for a lot of users."
"The dashboard maintenance is very good, and the tool doesn't get stuck."
"The product has a flexible interface for development."
"The iTerm suite is also crucial for visibility and optimization."
"There are a lot of ready to use orchestration custom packs."
"Provisioning of new systems is among the most impactful features for automating complex workflows with ServiceNow Orchestration."
"The interface of the solution is very user friendly and it is easily accessible via a simple URL. This makes it easier to complete the UI based tasks but using other features require expertise in languages like Java. But along with that, there are limitation in terms of network connectivity testing and administrator faces regular challenges in conducting connectivity tests due to these limitations."
"This is a user-friendly solution where scripts can be made with ease. There are also many integration options, including Microsoft products, which gives the product a competitive edge."
"Great with IT processes and business processes."
"The solution effectively automates business processes."
 

Cons

"The service discovery tool should include HR automations that automatically remove an employee who is leaving."
"The pricing of some modules is higher because they are sold in packages. If we need something specific, we cannot take it individually."
"There are some limitations with Discovery; some areas are not available in the installation. I would like the solution to be able to discover more devices. That will remove the need to have multiple tools."
"The most complaints we have received from our clients are the solution's discovery aspect. I've heard a few concerns from the customers where we have to integrate with a third-party tool to make a full-fledged discovery along with ServiceNow. ServiceNow alone does not do the total capacity of the discovery. The discovery portion of ServiceNow IT Operations Management is not in-depth as what the customers are looking for. The information that it gathers from the assets is a little more limited than what other tools provide."
"Even though they call it low code there are a lot of customizations needed, especially from an ITOM standpoint."
"The security policies could be increased."
"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."
"There is room for improvement in service mapping within ServiceNow ITOM."
"There can be gaps in integration."
"We cannot perform GUI automation using the tool."
"The deployment requires awareness among the project staff."
"It is a highly complex platform to work on."
"I would like a user experience module to be added."
"Efficiency of some features could be improved."
"The automatic remediation needs enhancement, particularly integrating ServiceNow with tools like SolarWinds and Logic Monitor. It is functional, but it needs improvement."
"Frequent upgrades may negatively impact the performance of instances. Therefore, for now, I don't recommend any additional upgrades."
 

Pricing and Cost Advice

"My customers pay for the ServiceNow IT Operations Management license annually. I'd rate the pricing based on value. ServiceNow IT Operations Management is a premium product as it has better features than competitors."
"The solution is costly compared to the products offered by its competitors."
"It is expensive. It is around 10 Euros per server per month."
"The solution offers yearly licenses and a subscription model for add-on features."
"It is moderately expensive. The pricing itself and the licensing options are depending on the model and the customization."
"ServiceNow IT Operations Management is a costly solution. I'd rate the price at ten, on a scale from one to ten with one being the lowest and ten being the highest price. Some clients do have a problem with the price, but most find that the solution is worth the cost."
"I would rate the product's pricing a five out of ten since there are vendors who are cheaper."
"The price of ServiceNow IT Operations Management is expensive."
"It is quite expensive because we've had some customers come back and say it's quite pricey because in order for them to go ahead with Orchestration, they must have already been paying for Discovery, service mapping, and a few other things."
"Pricing is custom to every customer."
"It is not very expensive."
"The solution is costly and orchestrations are very expensive."
"This is an expensive product, but it is the best in the market considering the features and lack of competitors."
"ServiceNow doesn't give a clear cost indication. They have different contracts with different organizations and it's all about negotiation, so you don't know how they are doing at the cost level."
"The cost of the solution is based on the number of plugins, conductors and integrations used and is charged annually. The licensing cause has been increasing gradually which makes it difficult to access. Initially offer free features but over the time the charges rise which make it an expensive solution with limited features. Along with that, the integration issues persist and require additional middle where and internet connectivity for effective usage."
"In terms of price, this solution is at the higher end of what you'll find."
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Top Industries

By visitors reading reviews
Financial Services Firm
16%
Computer Software Company
13%
Manufacturing Company
11%
Government
6%
Financial Services Firm
21%
Computer Software Company
13%
Manufacturing Company
8%
Insurance Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about ServiceNow IT Operations Management?
From my perspective as an asset manager, the most valuable feature of the solution is the configuration management portion, where I can actively add something to the database.
What is your experience regarding pricing and costs for ServiceNow IT Operations Management?
We obtained discovery licenses at about seven dollars Australian per unit, which we found to be reasonable and competitive. The pricing model offers scaling where not everything consumes a license ...
What needs improvement with ServiceNow IT Operations Management?
There is room for improvement in service mapping within ServiceNow ITOM. When we have more time, we'll look to extend that and apply it to business-critical services like email.
What do you like most about ServiceNow Orchestration?
The interface of the solution is very user friendly and it is easily accessible via a simple URL. This makes it easier to complete the UI based tasks but using other features require expertise in l...
What needs improvement with ServiceNow Orchestration?
I remember last time I said there is no need for improvement. It's fine. Due to the limited scope, I cannot comment further. However, it should be integrated with AI and messaging or chatting featu...
 

Also Known As

ServiceNow ITOM
No data available
 

Overview

 

Sample Customers

servicenow, TransAlta, NATS, Symantec
experian, BEACHBODY, HealthPartners, Banosoft
Find out what your peers are saying about ServiceNow, BMC, IBM and others in Event Monitoring. Updated: March 2025.
842,767 professionals have used our research since 2012.