ServiceNow IT Operations Management Reviews

Name: ServiceNow IT Operations Management
Brand: ServiceNow
Rating: 4.1 (39 reviews)

Vendor: ServiceNow

4.1 out of 5

39 reviews
94% willing to recommend

113 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. Based on the analysis of the 39 most recent ServiceNow IT Operations Management reviews, the overall sentiment is positive, with a sentiment score of 6.8. (Among the lowest in the category). ServiceNow IT Operations Management is most commonly compared to SCOM: ServiceNow IT Operations Management vs SCOM. 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

November 2024

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Helped 824,053 peers since 2012

Featured reviews

Archana Menon

ServiceNow Platform Development & Services Manager at GEA

The solution's initial setup is straightforward. Complexity always comes when the company requirements are added. There is a reason why ServiceNow is a market leader. If they would also bring in the complex nature like their peers, force companies to stick to out-of-the-box all the time, and bring in product customizations or product revisions, which would force other users not to use customization, then it would not stay like that. ServiceNow should not go the same route as other vendors and restrict their products from being scaled up or scaled down.

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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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PriyankaBachu

Senior Consultant at Infosys

Currently, we are integrating LogicMonitor with ServiceNow IT Operations Management to manage IT event management and auto-ticketing for alerts from the monitoring tool to ServiceNow The solution is saving time by providing templates, reducing duplication in rule configuration, and offering…

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ServiceNow IT Operations Management mindshare

Product category:

As of December 2024, the mindshare of ServiceNow IT Operations Management in the Event Monitoring category stands at 18.5%, up from 13.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Event Monitoring

PeerAnalyst reports

Type	Title	Date
Category	Event Monitoring	Dec 21, 2024	Download
Product	Reviews, tips, and advice from real users	Dec 21, 2024	Download
Comparison	ServiceNow IT Operations Management vs BMC TrueSight Operations Management	Dec 21, 2024	Download
Comparison	ServiceNow IT Operations Management vs SCOM	Dec 21, 2024	Download
Comparison	ServiceNow IT Operations Management vs IBM Tivoli NetCool OMNIbus	Dec 21, 2024	Download

Title	Rating	Mindshare	Recommending
SCOM	3.9	7.4%	86%	81 interviews Add to research
ScienceLogic	4.3	7.5%	93%	42 interviews Add to research

Valuable Features

ServiceNow IT Operations Management is valued for its Discovery, Service Mapping, and IT support management features. Users highlight its user-friendly interface, scalability, and ease of implementation. They appreciate its efficient and intuitive dashboard capabilities, seamless integration with the configuration management database, automation, and orchestration. Features like event management, auto-ticketing, and cloud governance are also noted, providing comprehensive infrastructure visibility, streamlined processes, reduced operational costs, and enhanced tracking of IT operations and tasks.

"The solution is saving time by providing templates, reducing duplication in rule configuration, and offering efficient alert management."
"ServiceNow IT Operations Management is beneficial for the discovery of all CIs in our environment."
"The solution is easy to use and has great orchestration and automation capabilities."

Room for Improvement

ServiceNow IT Operations Management's pricing is high for SMEs, and its licensing model is complex. There is limited discovery capacity, integration challenges, and room for more automation and AI features. User interface and customization need enhancement, while deployment complexity and scaling limitations pose issues. Improving ACC, app store offerings, and cloud integration, alongside better setup simplicity, will benefit users. They seek more prescriptive guidance and easier integrations with external tools like Microsoft Power BI.

"We are facing difficulties with service mapping of CIs from the end users, and are seeking help from third-party vendors."
"We are facing difficulties with service mapping of CIs from the end users, and are seeking help from third-party vendors."
"The solution's subscription model could be improved."

ROI

ServiceNow IT Operations Management is considered cost-effective due to its flexibility and strong capabilities. Users report that costs can be recovered within 3 to 6 months, while medium to large enterprises might take 18 to 24 months to see significant returns. Although some find the value less than expected, most acknowledge a noticeable return and appreciate the tool's visibility and technical advantages, recognizing still untapped opportunities for enhancement and faster workflows.

Pricing

ServiceNow IT Operations Management is priced on a yearly or subscription basis, offering various licensing options tailored to enterprise needs. While the solution is considered on the expensive side, it provides significant value, integrating diverse functionalities into one tool. Costs vary based on the partnership and customization, with advanced enterprise features incurring higher fees. Despite being costly compared to some competitors, many enterprises find the solution's benefits justify the investment, rating the price lower on value scales.

"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

Organizations utilize ServiceNow IT Operations Management for IT service and operations management, focusing on incident and change management, infrastructure monitoring, and automation. They value its ability to automate tasks, manage configurations, service mapping, and event correlation. Customers appreciate its cloud management, ITOM Health, CMDB, asset management, problem management, and AIOps transformation. It assists with lifecycle management, SLA tracking, ticket creation, and discovery. Enhanced workflows and integration with monitoring tools are also highlighted benefits.

Service and Support

ServiceNow IT Operations Management's customer service is satisfactory, with prompt responses and knowledgeable staff, but can be inconsistent. Some users report quick assistance, especially for simple issues, while others encounter delays or insufficient help for complex problems. Documentation and training could be improved. Customers often find the response time adequate but note a need for faster solutions. Internal teams sometimes resolve issues independently before escalating to ServiceNow, influencing their perception of the service received.

Deployment

ServiceNow IT Operations Management's setup is often straightforward but can vary based on organizational complexity. Some find it simple, while others experience challenges, particularly with permissions, ports, and security configurations. Deployment timelines differ, ranging from weeks to months, influenced by factors like company requirements, CMDB setup, and the extent of customization. Certification and previous experience can ease the process, but newcomers may need expert guidance to navigate complexities, especially in hybrid environments.

Scalability

ServiceNow IT Operations Management demonstrates impressive scalability, enabling users to expand functionality with ease. Scaling user numbers is manageable, with minimal configuration changes required. It suits medium to enterprise-level organizations and supports various integration options. While effective within existing ecosystems, expansion to new networks may present complexities. Costs and licensing need consideration for smaller companies. Ratings for scalability frequently range high, validating its suitability for larger user bases and extensive operations.

Stability

ServiceNow IT Operations Management is found to be highly stable and reliable, with most users rating it between eight and nine out of ten for stability. While generally bug-free, some minor performance issues may arise, often related to the network or configuration. Stability can vary depending on setup and use cases. Users appreciate the product's SaaS model and regular updates, contributing to its reliable performance across diverse environments.

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

13%

Manufacturing Company

12%

Energy/Utilities Company

Government

Healthcare Company

Retailer

University

Insurance Company

Construction Company

Comms Service Provider

Educational Organization

Real Estate/Law Firm

Hospitality Company

Consumer Goods Company

Media Company

Pharma/Biotech Company

Legal Firm

Wholesaler/Distributor

Performing Arts

Non Profit

Logistics Company

Engineering Company

Aerospace/Defense Firm

Transportation Company

Recreational Facilities/Services Company

Outsourcing Company

Compare ServiceNow IT Operations Management with alternative products

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.