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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
6.9
Number of Reviews
41
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 asset management tools are very valuable."
"I like the tool's CMBD connection with Discovery. The solution is also flexible."
"It provided out-of-the-box integrations, requiring only minimal effort, typically a couple of days, to massage those systems into a seamless operation."
"The way this solution has helped us is that it improved our communication."
"It is a stable solution. I have not experienced any system outages during my time using the solution."
"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."
"You can improve integrations of the operation with the solution."
"The most valuable features of the solution are discovery, cloud governance, event management, and service mapping."
"The product has a flexible interface for development."
"The solution effectively automates business processes."
"It's probably the best product out there."
"Employee onboarding, de-boarding, and other service-provision features make the process easier and it saves us a lot of time."
"It's scalable."
"It is a very stable product, highly affordable."
"It has competitive AI capabilities."
"Orchestration is commonly utilized by major corporations. The process of linking methods in ServiceNow, known as the RTS chain to parent methods, is executed seamlessly and efficiently. It's quite impressive and significant in its impact."
 

Cons

"The product needs to add a workflow insight tool."
"An area for improvement for ServiceNow IT Operations Management is making service mapping and discovery easier for non-IP devices."
"The out-of-the-box reporting feature is not as user friendly as other tools."
"My managers would say that the price is too high. We wanted to also have the visibility version of it, but it's too expensive for us. Going for visibility would have doubled up the price."
"Lacks the ability to do its own monitoring."
"The tool can be improved by including more detailed information to assist new users."
"The solution's subscription model could be improved."
"ServiceNow's pricing is expensive. A more streamlined configuration process tailored to use cases and industry would be beneficial."
"There can be gaps in integration."
"The automatic remediation needs enhancement, particularly integrating ServiceNow with tools like SolarWinds and Logic Monitor. It is functional, but it needs improvement."
"The flow rate for releases and updates is very, very slow and does not meet customers' objectives for scalability."
"The third-party integrations are challenging when the tools are not from ServiceNow partners. This presents issues when integrating solutions from other vendors."
"There is still room for more integrations. Or, it would be nice to bundle multiple products together rather than selling everything as a model as that turns out to be a bit costly."
"Frequent upgrades may negatively impact the performance of instances. Therefore, for now, I don't recommend any additional upgrades."
"It is a highly complex platform to work on."
"The deployment requires awareness among the project staff."
 

Pricing and Cost Advice

"The cost of ServiceNow is much higher."
"We obtained discovery licenses at about seven dollars Australian per unit, which we found to be reasonable and competitive."
"It has different subscription models."
"The solution offers yearly licenses and a subscription model for add-on features."
"There are additional costs, you have to pay more for everything."
"The solution is costly compared to the products offered by its competitors."
"I would rate the product's pricing a five out of ten since there are vendors who are cheaper."
"It is moderately expensive. The pricing itself and the licensing options are depending on the model and the customization."
"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."
"The solution is costly and orchestrations are very 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."
"This is an expensive product, but it is the best in the market considering the features and lack of competitors."
"In terms of price, this solution is at the higher end of what you'll find."
"Pricing is custom to every customer."
"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."
"It is not very expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Computer Software Company
13%
Manufacturing Company
11%
Government
6%
Financial Services Firm
20%
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 is your experience regarding pricing and costs for ServiceNow Orchestration?
The cost of ServiceNow Orchestration is considered medium; it is expensive but powerful. I would rate the pricing experience as a six out of ten.
What needs improvement with ServiceNow Orchestration?
The third-party integrations are challenging when the tools are not from ServiceNow ( /products/servicenow-reviews ) partners. This presents issues when integrating solutions from other vendors.
 

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: April 2025.
849,190 professionals have used our research since 2012.