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ServiceNow IT Operations Management vs Splunk ITSI (IT Service Intelligence) comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Aug 5, 2024

Review summaries and opinions

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

ROI

Sentiment score
7.4
ServiceNow IT Operations Management enhances efficiency, accelerating workflows and visibility, with ROI realized between three to 24 months.
Sentiment score
8.0
Splunk ITSI quickly delivers ROI by enhancing visibility, reducing costs, and improving performance with centralized data and efficient analytics.
It reduced staffing needs from four full-time staff to fewer due to automation.
 

Customer Service

Sentiment score
6.3
ServiceNow IT Operations Management's support has swift response times but inconsistent quality, needing improved processes and communication.
Sentiment score
6.5
Splunk ITSI support is generally good, but experiences vary by company size and issue, with occasional delays reported.
The response time of technical support could be improved.
The technical support is excellent, and I would rate it at ten.
 

Scalability Issues

Sentiment score
7.6
ServiceNow IT Operations Management offers scalable and integrative solutions ideal for enterprises, despite potential complexity and high licensing costs.
Sentiment score
7.9
Splunk ITSI efficiently scales with clustering and machine learning, handling large data volumes and scoring high in scalability ratings.
ServiceNow ITOM scales very well to small and medium businesses.
Splunk is highly scalable, with the ability to expand efficiently.
 

Stability Issues

Sentiment score
7.8
ServiceNow IT Operations Management offers high reliability and stability, despite potential network issues and challenges in larger deployments.
Sentiment score
7.9
Splunk ITSI offers high reliability and stability, especially in cloud deployments, with minor issues related to infrastructure and data consistency.
The setup, however, must be done correctly as incorrect deployment can lead to issues.
 

Room For Improvement

ServiceNow ITOM users find it costly, with concerns on integration, features, scalability, customization, setup complexity, and licensing.
Splunk ITSI needs better integration, user interface, predictive analytics, machine learning, real-time alerting, automated response, and user support.
There is room for improvement in service mapping within ServiceNow ITOM.
We are facing difficulties with service mapping of CIs from the end users, and are seeking help from third-party vendors.
Splunk ITSI could benefit from including more features that other solutions support, such as vulnerability management modules.
 

Setup Cost

ServiceNow IT Operations Management is perceived as costly but valued for its comprehensive features, often requiring negotiation for discounts.
Splunk ITSI is a costly but comprehensive tool, valued for its observability despite complex licensing and high pricing.
The pricing model offers scaling where not everything consumes a license equally, providing more value across different business areas.
Splunk ITSI tends to be more expensive compared to some open-source solutions.
 

Valuable Features

ServiceNow IT Operations Management excels in integration, automation, and cost reduction, offering intuitive navigation and robust IT support.
Splunk IT Service Intelligence enhances incident management with agile data handling, advanced analytics, and effective troubleshooting features for quick issue resolution.
The performance analytics of ServiceNow was especially beneficial for setting thresholds, aggregating, and correlating infrastructure data.
ServiceNow IT Operations Management is beneficial for the discovery of all CIs in our environment.
Splunk ITSI allows for integration with threat intelligence, enabling my organization to correlate more than two events for generating alerts.
 

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)
Splunk ITSI (IT Service Int...
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
50
Ranking in other categories
Application Performance Monitoring (APM) and Observability (10th), IT Alerting and Incident Management (4th)
 

Mindshare comparison

While both are Systems Management solutions, they 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.
Splunk ITSI (IT Service Intelligence), on the other hand, focuses on IT Alerting and Incident Management, holds 3.9% mindshare, up 1.2% since last year.
Event Monitoring
IT Alerting and Incident Management
 

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.
Sunil K R - PeerSpot reviewer
Helps improve our incident response time, and our mean time to resolve, but visibility is limited
In my previous project, I successfully led the end-to-end deployment of a Splunk migration. The process went smoothly thanks in part to Splunk's professional services team. They conducted a thorough assessment, identified all our potential pain points, and developed a tailored solution and migration plan. This comprehensive approach ensured a seamless transition. Our core deployment team consisted of 5 internal members and two specialists from Splunk. Additionally, the project included a project manager and a product owner. We also benefited from the expertise of two professional service consultants and two representatives from the customer's side. An on-site admin architect further provided valuable technical support. Throughout the deployment process, we leveraged support from various resources whenever necessary. This included assistance with configuration changes, deployments, and other related tasks. We also collaborated effectively with our teammates to ensure a smooth and successful implementation.
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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%
Government
12%
Manufacturing 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 needs improvement with Splunk ITSI (IT Service Intelligence)?
Currently, Glass tables in ITSI only display metrics related to KPIs. I proposed adding an option to show metrics related to entities. This would eliminate the need for custom SPL to achieve this f...
 

Also Known As

ServiceNow ITOM
No data available
 

Overview

 

Sample Customers

servicenow, TransAlta, NATS, Symantec
TransUnion, Cox Automotive, Carnival Cruises, Leidos, Econocom, National Ignition Factory, Entrust Datacard, Molina Healthcare, United States Census Bureau
Find out what your peers are saying about ServiceNow IT Operations Management vs. Splunk ITSI (IT Service Intelligence) and other solutions. Updated: January 2024.
844,944 professionals have used our research since 2012.