ServiceNow IT Operations Management Reviews

Name: ServiceNow IT Operations Management
Brand: ServiceNow
Rating: 4 (38 reviews)

Vendor: ServiceNow

4.1 out of 5

38 reviews
94% willing to recommend

109 followers

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What is ServiceNow IT Operations Management?

ServiceNow IT Operations Management (ITOM) is a cloud management and infrastructure tool that facilitates the administrative and development process of creating, planning, and operating digital services, technology, application requirements, and components for organizations. Service Now ensures effectiveness, performance, and availability throughout an organization's processes and services.

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ServiceNow IT Operations Management is the #1 ranked solution in top Event Monitoring solutions, #4 ranked solution in top AIOps solutions, #8 ranked solution in top Cloud Management solutions, and #8 ranked solution in Infrastructure Monitoring tools. PeerSpot users give ServiceNow IT Operations Management an average rating of 8.2 out of 10. ServiceNow IT Operations Management is most commonly compared to Dynatrace: ServiceNow IT Operations Management vs Dynatrace. ServiceNow IT Operations Management is popular among the large enterprise segment, accounting for 74% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 16% of all views.

Buyer's Guide

ServiceNow IT Operations Management

October 2024

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Helped 814,325 peers since 2012

Featured reviews

VivekSaini

IT Consultant at Aon Corporation

Our company has forty team members who use the solution for change management, problem management, and our intake process. We use the workflow management tool for several provisions. For example, a requester creates the request, it goes to the floor for approval, and then it automatically connects…

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Archana Menon

ServiceNow Platform Development & Services Manager at GEA

I have worked for organizations that use the solution for ITSM, iTerm, HRST, CSM, GRC, and SecOps The solution is easy to use and has great orchestration and automation capabilities. The solution's subscription model could be improved. I have been using ServiceNow IT Operations Management for…

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Rupesh Jethwa

Solutions Architect at Globant

It provides a great variety of features and modules that help optimize the operations. Automation streamlines tasks and improves efficiency, while reducing costs by leveraging machine learning and artificial intelligence It includes a valuable feature called Discovery, that aids in application…

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ServiceNow IT Operations Management mindshare

Product category:

As of October 2024, the mindshare of ServiceNow IT Operations Management in the Event Monitoring category stands at 18.6%, up from 12.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Event Monitoring

Key learnings from peers

Last updated Sep 16, 2024

Valuable Features

ServiceNow IT Operations Management's valuable features include Discovery, Service Mapping, Event Management, Log Analytics, AIOps, dashboard creation, workflow management, cloud governance, anomaly detection, orchestration, and SaaS configurability. Users appreciate its ease of use, flexibility, scalability, IT support management, asset and configuration management, end-to-end ticketing, and automatic remediation. It provides intuitive interfaces, helpful documentation, and frequent updates, aiding in rapid problem resolution and cost-efficiency.

"The solution is easy to use and has great orchestration and automation capabilities."
"It is a very stable solution."
"I like the solution mostly for CMDB discovery."

Room for Improvement

Users suggest improvements for ServiceNow IT Operations Management such as reducing its high cost, enhancing its Discovery and integration capabilities, simplifying setup, and improving the user interface and customization options. They also point out the need for more built-in artificial intelligence and machine learning features, better licensing models, expanded app store offerings, integration with more cloud services, and a more comprehensive service mapping process.

"The solution's subscription model could be improved."
"The licensing model of the product is a bit rigid, and it can be a bit difficult to downscale if your needs change while also being expensive."
"The solution’s licensing cost could be improved."

ROI

ServiceNow IT Operations Management recoups costs quickly due to flexibility and strong features. Costs are covered in three to six months for some while medium to large enterprises take 18 to 24 months for complete returns. Returns are enhanced by visibility, control over tech refresh and asset lifecycle. Although initial returns might vary, future opportunities likely arise for improved utilization. Expensive yet speeds up workflows, enabling more efficient use. Specifically provides valuable visibility and technical capabilities.

Pricing

ServiceNow IT Operations Management has a subscription-based and yearly licensing model with costs that can be quite high, around $40 per node per month for comprehensive options. Enterprise customers often negotiate pricing based on their needs, and costs can reach $250,000 per month. While the solution offers valuable features and a holistic approach, many find it expensive, suggesting a potential reduction of 10 to 20% could increase its competitiveness.

"The solution is costly compared to the products offered by its competitors."
"The cost of ServiceNow is much higher."
"It is moderately expensive. The pricing itself and the licensing options are depending on the model and the customization."

Popular Use Cases

ServiceNow IT Operations Management is used for IT service management, incident and problem management, change and event management, asset and configuration management, and infrastructure monitoring. It helps automate processes, track tickets, manage IT infrastructure, and handle discovery and visibility. Users employ it for project and workflow management, event correlation, and analytics. It integrates with various platforms, streamlines tasks, and reduces operational costs using automation and machine learning.

Service and Support

Support is generally responsive and knowledgeable, with some users rating it high. ServiceNow IT Operations Management handles tickets promptly, but response time can vary. Some teams offer their own troubleshooting before reaching out. Support can be hit or miss, depending on the representative. High priority tickets receive good attention. Users found documentation lacking and desired more in-depth assistance. Proper training and well-defined processes are required for technical support to be effective.

Deployment

Initial setup experiences with ServiceNow IT Operations Management range from straightforward to complex. Simpler setups often involve quick deployments, while complex setups require extensive configurations, multiple team members, and several months to complete. Some find it easy with proper knowledge and experience, while novices require expert guidance. Customization based on company needs adds to the setup time. A proper CMDB and understanding of security configurations are crucial for smoother implementations.

Scalability

ServiceNow IT Operations Management is highly scalable, allowing incremental functionality through add-ons. It supports seamless user expansion and is rated favorably for scaling both within and across platforms. Its scalability makes it suitable for enterprises, though it may be costly for smaller firms. Some reports indicate complexities when scaling across regions, but many rate scalability highly, expressing satisfaction with its ease of use and adaptability to large organizations.

Stability

Users find ServiceNow IT Operations Management to be stable, with no bugs or crashes. It offers good performance and reliability. Some note occasional performance issues due to network or specific configurations. Many rate the stability highly, between seven and nine out of ten. Some organizations experience slowness or downtime, particularly in cloud deployments, but stability improves with on-premises setups. Users appreciate the frequent updates and stability across large user bases.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our ServiceNow IT Operations Management Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

16%

Computer Software Company

14%

Manufacturing Company

12%

Energy/Utilities Company

Government

Healthcare Company

Retailer

Insurance Company

University

Construction Company

Comms Service Provider

Media Company

Educational Organization

Consumer Goods Company

Hospitality Company

Legal Firm

Real Estate/Law Firm

Pharma/Biotech Company

Performing Arts

Wholesaler/Distributor

Logistics Company

Non Profit

Engineering Company

Aerospace/Defense Firm

Transportation Company

Outsourcing Company

Recreational Facilities/Services Company

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Learn more about ServiceNow IT Operations Management

ServiceNow ITOM will help organizations facilitate consistent policies with regard to deployment, support, and services to ensure trustworthiness and quality of service (QoS). ServiceNow ITOM will ensure that all applications, services, and infrastructure are consistently available and stable.

ServiceNow IT Operations Management Features

Help Desk: ServiceNow ITOM help desk enables IT and operations administrators to better communicate issues concerning managing data latencies, controlling the monitoring of user profiles, executing disaster recovery plans, and any other problematic incidents.
Device and server management: ServiceNow ITOM will ensure IT operations teams can better handle general maintenance, upgrading, and patching for server-related concerns. The solution will also help to maintain the health of organization devices such as laptops, phones, tablets, mobile devices, and desktops.
Infrastructure maintenance: ServiceNow ITOM helps organizations set up remote access networks, maintain network security, regulate communication with external servers and firewalls, and also monitor and manage internal telephone systems.

ServiceNow IT Operations Management Benefits

Improve DevOps: ServiceNow ITOM improves the ability to inspect microservices, which enables DevOps and SRE teams to improve incident response.
Improve data control: The solution will help to manage the entire digital lifecycle, and will also enhance the organization's configuration management database (CMDB) to enable a more robust data foundation.
Problem-solve: ITOM is able to proactively identify anomalies before they become issues/problems with tremendous accuracy. ITOM helps organizations minimize outages and reduce the negative impact to end users so that they do not experience any downtime or service degradations. ITOM will also use artificial intelligence for IT Operations (AIOps) along with machine learning (ML) to reduce the possibility of false positives, saving time and increasing productivity.
Automate workflows: ITOM offers a pre-designed workbook and no-code/low-code workflows to reduce redundant tasks and improve recovery times. ITOM provides intuitive workable processes to be shared easily with all teams throughout the organization.

ServiceNow ITOM enables organizations to become robust, strategic operations able to successfully anticipate issues before they have an impact on the organization. Organizations that use ServiceNOw ITOM will be able to easily automate workflows and improve how their IT teams communicate and work together to deliver successful outcomes and maintain productivity and profitability 24/7.

Reviews from Real Users

“With this solution, operational costs will be reduced. Your maintenance cost will be reduced when you use the item model. You will deliver a fast solution to the customers. If something happens on the server-side or router-side, it will be immediately caught. Efficiencies are improved. “ - Rupesh J., Solutions Architect at Globant

“It has been very useful for tracking. It has evolved a lot over time, and there is a single pane of glass where you can track and see everything.” - Uday T., Project Manager at MindTree

ServiceNow IT Operations Management was previously known as ServiceNow ITOM.