ServiceNow Discovery Reviews

Our company uses the solution's to discover infrastructures. The ServiceNow instance is in the cloud and the Discovery servers are on-premises. 

We have five licensed configuration management practitioners and 3,000 end users. 

Cloud Discovery is valuable because it finds global, public cloud infrastructures and updates the integration management database, service catalogs, and asset management details. 

The store is a key differentiator because it offers many compatible third-party and OEM plugins for cloud integrations like AWS, Azure, Adobe, and Microsoft. For example, there are service providers for license and asset management, there is a mid-service for Quantum Discovery, and there are plugins from AWS for service or asset management and CMDB integrations. 

The solution too high priced. 

I have been using the solution for seven years. 

The solution is stable but some work is required. 

Only IP-based assets are discoverable. It takes time to get the related OIDs for newer models and patches do not come easily. Sometimes, we have to do research and discovery from the OEM's website to understand and manually create the required OIDs so the solution can identify the actual assets. 

Our main challenges are with network devices for Meraki and proper discovery for storage or backup solutions. 

The solution is very scalable. 

Technical support is always helpful. 

The setup is a bit complex. 

We implemented in-house which can be done if you have administrator or architect-level knowledge. 

Our implementation took ninety days. We went from on-premises Windows and Linux to Windows desktop laptops, to AWS, to Azure. The last step was SaaS integrations for applications like 365, Adobe Cloud, and Creative Cloud. 

The solution is very expensive. Our use is somewhere close to 50GB per user each month. 

We evaluated Manage Engine's ServiceDesk Plus, Jira Service Management, and Remedy. At the end of the day, the solution was the best fit during that time for our organizational strategy. 

Right now, we are looking for an alternate because the solution is very expensive. 

I recommend the solution and rate it an eight out of ten. 

We use it to gather information from cloud environments such as Azure and GCP. The aim is to conduct scans for various assets, including laptops, desktops, servers, and software. This process extends to retrieving details from the client's database within their cloud infrastructure.

We have several integrations established to receive CI data from various sources. We synchronize this data uniformly. Discovery feature plays a crucial role in consolidating this information into a single repository.

One highly valuable aspect is the use of service accounts, which automates the process of identifying underlying nodes and associated assets. With this feature, there's no need to manually input all IPs or details; instead, it seamlessly navigates from node to node, capturing the relevant assets and relationships automatically.

The current limitation in out-of-the-box features, particularly for fields in tables like servers or laptops, necessitates time-consuming customization through pattern matching involving coding. A more beneficial approach would be to have additional features in the default configuration for easily adding different sets of fields. The manual pattern-matching process is not only time-consuming but also presents challenges during system upgrades, demanding revisits to ensure compatibility.

I have been working with it for one year.

Following the installation and configuration, we encountered minimal issues, and the system has been operating smoothly since then. I would rate its stability capabilities eight out of ten.

Its scalability for data retrieval is robust, but licensing is based on the number of CIs discovered, not usage duration. For instance, purchasing a thousand licenses for a year means tracking the count of CIs discovered. In a production setting, where the number of CIs may grow, planning is vital. Consideration of the roadmap and expected growth is crucial, as bulk license purchases may lead to unused licenses, emphasizing the importance of thoughtful planning. I would rate it eight out of ten.

They primarily provided out-of-the-box solutions. However, when specific modifications were required, we found limited information or resources on their website. I would rate it six out of ten.

Neutral

The initial setup involved engineering lower environments, acquiring a mid-server, and formulating precise queries to extract necessary data from third-party sources. This included understanding the infrastructure, identifying service accounts, collecting IP information, and checking for firewall configurations. Once these preparatory steps were completed, establishing connectivity became possible, followed by the ongoing configuration of switches and other required elements. After ensuring the data flow in the system environment, a similar process was replicated in the production environment. I would rate it six out of ten.

In the deployment process, encountering challenges arose when determining the appropriate mid-server to use. The standard server couldn't be utilized, leading to the setup of distinct mid-servers for different environments to facilitate the discovery phase. However, the absence of clear rules for configuring user IDs and providing access made this task difficult. The lack of a visual representation or clear documentation compounded the complexity. The system was layered, with folders nested within folders, each requiring specific access. The Proof of Concept and the subsequent deployment phase spanned three months. The deployment was handled in-house by a team of two individuals.

Scaling down other integrations becomes a cost-saving benefit for any company. While our implementation is relatively recent, and there's still much progress ahead, my initial estimate would be a seven out of ten for the effectiveness of ServiceNow Discovery.

The pricing is determined based on the CIs.

The system is quite robust and encompasses a comprehensive set of features. While the initial setup might pose some challenges, once installed and configured correctly, it proves to be a reliable solution for the long term. I would rate it eight out of ten.

I use the tool for IT change management. 

I am impressed with the tool's incident problem change management. 

The product should improve its customer interface, web interface, and front end. I would like to see the integration of keyboard chat with the solution. 

I have been using the solution for three years. 

I would rate the product's stability an eight out of ten. 

I would rate the product's scalability a seven out of ten. The tool's discovery component was quite difficult to scale up. My company has thousands of users for the solution. We have plans to increase the usage. 

The tool's tech support has a slow response. We have encountered scenarios where there was a lack of response even. They didn't really understand the nature of the problem. 

Neutral

I evaluated the value of the BMC solution and found it to be better. 

The tool's setup was complex. It would rate its setup a six out of ten. The product's overall deployment took two and a half months to complete. We required five staff to complete the deployment process. 

We did the solution's deployment in-house. 

I would rate the product's pricing a six out of ten. We had availed some discount from the standard pricing. Even then, the tool's pricing is expensive. You have to pay some vendor service fees for the product's implementation. 

I would rate the product a seven out of ten. You need to consider the tool's alternatives before choosing the product. 

ServiceNow Discovery provides features for discovering information about infrastructure, such as software details and CI (Configuration Item) data, quickly and efficiently.

I believe one of the great functionalities or improvements in ServiceNow Discovery is its ability to gather information about any Configuration Items (CIs). In the future, enhancing the model or software related to CIs would be beneficial.

I think ServiceNow Discovery's configuration management capabilities are effective in enhancing our IT operations. While there may be areas for improvement, overall, it's a good application.

I believe there is room for improvement in ServiceNow Discovery, particularly in providing more detailed information about network usage and communication between ServiceNow and the infrastructure. This improvement would enhance the overall effectiveness of the tool.

I have been using ServiceNow Discovery for the past three years. 

The solution is stable and reliable.

I would rate the scalability of this solution as an eight. While it offers good scalability overall, the reason for not giving it a ten is because the scalability greatly depends on having good processes and support in place. Without these, the scalability could be limited.

I would rate the technical support as medium. In cases where there is an urgent issue impacting the availability of ServiceNow, the response is very fast, but overall, it's a medium-level support.

Positive

I rate my experience with the initial setup of ServiceNow Discovery as a nine. It was quite easy to set up and integrate with our organization's systems. 

Overall, I rate the solution a nine out of ten. 

ServiceNow helps us keep our CMDB updated and populated with all the necessary information. 

ServiceNow Discovery works better than other products I've used. 

In a few instances, ServiceNow has failed to discover some basic things. Some other tools are better at network discovery than ServiceNow. I'm not talking about database servers or any other infrastructure—only networking. Cloud discovery could also be better.  

We have used ServiceNow Discovery for nine or ten years.

I rate ServiceNow Discovery seven out of 10 for stability.

ServiceNow Discovery is scalable enough. It could work for businesses of any size, depending on the use case. For example, if you're working with mostly cloud infrastructure, you might want to use something that is specifically designed for that. 

I rate ServiceNow support seven out of 10. Their support technicians can usually provide a solution, but they sometimes lack adequate knowledge and we need to escalate through multiple teams. 

Neutral

Deploying ServiceNow Discovery is straightforward. It takes three or four months, depending on your use case. For larger use cases, you might need seven to 10 people, including various kinds of solution architects. 

The price is somewhat high, but if you're buying multiple products from the same line as a bundle, you can get a discount. However, if you buy Discovery as a standalone product, it will be expensive. 

I rate ServiceNow Discovery eight out of 10. When implementing Discovery, you must first understand your use case and the solution's capabilities before you dive into it. ServiceNow might not be able to do everything you want out of the box, but it's customizable.

We are using ServiceNow Discovery for integration and we are populating the CMDB to use it for our ITSM.

The most valuable feature of ServiceNow Discovery is its performance.

ServiceNow Discovery could improve the interface. The navigation bar could improve. It would be helpful to have a landing page to go to find all the elements in one place.

I have been using ServiceNow Discovery for approximately three years.

ServiceNow Discovery is a stable solution.

I rate the scalability of ServiceNow Discovery an eight out of ten.

The scalability of ServiceNow Discovery is good.

We have approximately 5,000. We use the solution continuously in our enterprise-sized organization.

I rate the scalability of ServiceNow Discovery an eight out of ten.

The support from the vendor could improve. When we have an issue we speak to the agent in circles causing delays. There are a lot of unnecessary questions being asked.

I rate the support of ServiceNow Discovery a six out of ten.

Neutral

We did not use another solution prior to ServiceNow Discovery. We were doing everything manually.

The initial setup of ServiceNow Discovery is easy.

I rate the initial setup of ServiceNow Discovery an eight out of ten.

We have seen an ROI using this solution.

ServiceNow Discovery is expensive, but the company has a monopoly and we need to use the solution. We use it because we do not have a choice.

The solution does not require a lot of maintenance. Once the setup is done with schedules it operates well.

I would advise others to test the solution.

I rate ServiceNow Discovery an eight out of ten.

When my team starting any project or learning a new environment, we always implement ServiceNow Discovery which can be used along with other products. We are able to extract details on the environment to help transition services.

This solution provides excellent insights.

Application discovery could be improved. Right now, ServiceNow needs to be coupled with another solution in order to verify the information.

It is a stable product.

This is a scalable product, especially since it is within a public cloud.

We have not needed to use support.

The initial setup is easy but expect to have to take some time to learn the product.

It is an expensive product with a price that depends on the models that you wish to purchase.

This is something that I would recommend for medium or large companies. 

I would rate this a seven out of ten.

We primarily use the solution for consolidating all the CIs and to make sure we've discovered all the network devices, servers, etc. It helps us maintain what we have and actually pulls all the information together horizontally and vertically in order to create a data model. We throw it into the CMDB where we can import the information and assign CIs for optimal IT operations. We use that probably twice a year, depending upon how much the changes are happening on the data center.

From the ideal perspective, IT operations actually enhance your operational functionality and give you insights into the health and visibility of your IT platforms on a daily basis. You can pull reports in 24-hour increments to take a look at physical instances and capacity issues. 

In ServiceNow this is ITSM and there's ITIL. So far, we've found that ITSM is the most popular. 

The ability to pull reports to check the health of the IT platforms is quite useful. You can pull reports daily to look at everything from capacity issues to physical instances.

The service mapping is excellent.

The maturity of the solution is very good. We're driving our customers to obtain that level of maturity in their own IT space.

The process involving the original setup of the solution is excellent.

The solution needs to improve the cost of the solution. There are a few different solutions and they do act the same and have the same types of capabilities, however, the cost is quite high.

I've been using the solution for three and a half years now.

The solution has very good stability. I don't recall witnessing many bugs or glitches on the product. It doesn't crash. It's reliable overall.

The solution is very scalable. A company wouldn't have any problems expanding if it needed to.

We have about 96,000 people in our organization.

I am a solutions consultant and a Discovery certified professional, so I could troubleshoot any issues myself if I needed to. With that being the case, I don't really need to reach out to technical support, so I can't speak to the quality of service.

I've worked on EMC extensively as well. We have used other tools. However, we use Discovery extensively.

Service Now has a great drag and drop functionality, which makes it easier to use, than, say EMC. It's dedicated itself to designing an easy to use tool for IT defense. I understand EMC is coming out with a new tool that rivals Service Now, however, in general, Service Now's tool gives users better leverage.

The initial setup is pretty good. It's what differentiates it from the competition.

The solution is quite expensive.

We have evaluated other services in the past, including EMC.

We're partners with the solution.

I would recommend the solution to other organizations. If you are already using Service Now products, Discover makes for a good complimenting solution. 

I'd rate the solution nine out of ten.