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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

"It provided out-of-the-box integrations, requiring only minimal effort, typically a couple of days, to massage those systems into a seamless operation."
"It helps streamline management and processes."
"The solution is saving time by providing templates, reducing duplication in rule configuration, and offering efficient alert management."
"ServiceNow IT Operations Management is a stable product."
"The solution is very capable and user friendly."
"Has service mapping, impact management, metric intelligence and health of analytics."
"The initial setup is very straightforward. A person just needs to join a team to access the network and that's all."
"It includes a valuable feature called Discovery, that aids in application portfolio management, enabling visibility into IT infrastructure from top to bottom."
"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."
"Provisioning of new systems is among the most impactful features for automating complex workflows with ServiceNow Orchestration."
"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."
"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."
"It's scalable."
"It's probably the best product out there."
"It is a very stable product, highly affordable."
"There are a lot of ready to use orchestration custom packs."
 

Cons

"I advise others not to customize a lot while using the solution."
"ServiceNow IT Operations Management could be improved by providing more user customization options."
"ServiceNow IT Operations Management could do a little bit better with integrations. Integrating ServiceNow IT Operations Management with CMDB processes needs a little more work."
"The pricing of some modules is higher because they are sold in packages. If we need something specific, we cannot take it individually."
"The service discovery tool should include HR automations that automatically remove an employee who is leaving."
"There is room for improvement in the stability of ServiceNow."
"Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers."
"There is a slower learning curve associated with the tool's scripting part. It is also not cheap."
"Efficiency of some features could be improved."
"There should be connectors to cover at least the top industry applications, and they should be easier to configure in a plug-and-play fashion."
"The third-party integrations are challenging when the tools are not from ServiceNow partners. This presents issues when integrating solutions from other vendors."
"We cannot perform GUI automation using the tool."
"The automatic remediation needs enhancement, particularly integrating ServiceNow with tools like SolarWinds and Logic Monitor. It is functional, but it needs improvement."
"The deployment requires awareness among the project staff."
"Frequent upgrades may negatively impact the performance of instances. Therefore, for now, I don't recommend any additional upgrades."
"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."
 

Pricing and Cost Advice

"It is expensive. It is around 10 Euros per server per month."
"While not entirely sure, I believe the solution costs at least a million dollars annually."
"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."
"It is moderately expensive. The pricing itself and the licensing options are depending on the model and the customization."
"This solution offers good value but comes at a very high premium. Pricing could be reduced by 10 to 20%."
"The price of ServiceNow IT Operations Management is expensive."
"We obtained discovery licenses at about seven dollars Australian per unit, which we found to be reasonable and competitive."
"The solution is costly compared to the products offered by its competitors."
"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."
"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 solution is costly and orchestrations are very expensive."
"Pricing is custom to every customer."
"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."
"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."
"It is not very expensive."
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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
9%
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.
845,040 professionals have used our research since 2012.