ServiceNow IT Operations Management Reviews

My use cases for ServiceNow IT Operations Management include problem management, incident management, ticket management, and helping users set up IT and asset management systems.

The end-to-end ticketing process is most valuable in ServiceNow IT Operations Management because its notification feature is excellent in keeping all users informed on the next step compared to BMC.

I also like that ServiceNow IT Operations Management is very user-friendly.

ServiceNow IT Operations Management could do a little bit better with integrations when people or organizations move to ServiceNow IT Operations Management from other applications. The solution has some integration with JIRA, but it has been more challenging to integrate with BMC Helix.

ServiceNow IT Operations Management doesn't have specific plugins for CMDB, so the process has to go through a discovery mode compared to a CMDB-to-CMDB process. Integrating ServiceNow IT Operations Management with CMDB processes needs a little more work.

My experience with ServiceNow IT Operations Management is about three or four years.

Stability-wise, ServiceNow IT Operations Management has a good outlook because it has a better response time than BMC Helix. The stability of ServiceNow IT Operations Management is adequate.

I've contacted the technical support team for ServiceNow IT Operations Management. Each time I have an issue, the support team is quick to help resolve incidents, including getting the right groups involved, particularly for the cloud services. The team was always very prompt and working on a system to better develop responses to my needs.

I've used BMC Helix before using ServiceNow IT Operations Management.

The initial setup for ServiceNow IT Operations Management is complex, but my co-workers now gather requirements as I focus more on BMC Helix.

I've worked on different deployments of ServiceNow IT Operations Management. My company is currently trying to move it to the ServiceNow cloud, but previously, it was a combination of cloud and on-premise deployment.

My advice to anyone thinking of implementing ServiceNow IT Operations Management is to do research, especially if you're coming from a platform similar to ServiceNow, to ensure you know the integration requirements before you do the integration. Even if you buy ServiceNow IT Operations Management, some additional plug-ins may need to be paid, so that's good to know on the front end.

My rating for ServiceNow IT Operations Management is eight out of ten.

ServiceNow IT Operations Management helps in IT service management. It is based on ITL practices of service management.

The most valuable features of ServiceNow IT Operations Management are ease of use, intuitive design, and ease of management, and its based on IT practices which are good.

I have been using ServiceNow IT Operations Management for approximately six years.

ServiceNow IT Operations Management is stable because it's a SaaS solution. However, it depends on the subscription model you choose, which will have the level of availability and capacity managed by ServiceNow.

There are times the application has some performance issue, but it could be because of our network. There should be something done to resolve this.

ServiceNow IT Operations Management is scalable because it is a SaaS application that has scalability. You do not have to worry about the scalability, you only have to plan it depending upon the expansion.

We have approximately 10,000 to 15,000 users.

The support from ServiceNow IT Operations Management is not bad. However, it depends on how you are going to receive the support criteria. You can manage to receive support criteria good enough. I have managed to receive priority one support in one of my companies.

The deployment of ServiceNow IT Operations Management can be easy but it depends on the company's complexity.

The time for deployment of ServiceNow IT Operations Management depends on many factors. It's a SaaS application, it should not take too long, but if you want to define the tool based on your processes, then it would take some time. It fully depends on the company's complexity. There are out-of-the-box product flows and if you want to use them, you can from day one. However, if you want to customize it and change it to your company's practices, then it will take more time.

The setup could be faster.

I would recommend ServiceNow IT Operations Management to others. It's one of the market leaders

I rate ServiceNow IT Operations Management a nine out of ten.

It primarily focuses on areas such as event and incident management and automating workflows based on events and incidents. It includes automated workflows, assignment rules, and advanced event correlation capabilities. Anyone using ITOM widely utilizes these core features, especially when considering the licensing costs involved.

It offers strong API accessibility, allowing the creation and integration of workflows with external systems. This flexibility enables users to design and execute custom workflows that meet their needs efficiently.

The main issue with ITOM in an enterprise environment is performance. If you're ingesting hundreds of thousands of events per minute, you need infrastructure capable of handling such a large scale. ServiceNow ITOM doesn't have a built-in solution specifically designed for this level of performance extension. While expanding the cluster and creating additional nodes is possible, this may still result in bottlenecks. An external event handler or gateway is often necessary to effectively manage high event loads and spikes.

I have been using ServiceNow IT Operations Management for ten years.

The stability is good. Large systems can occasionally run into issues, but those are typically due to external changes, whether it's something someone adjusted or environmental shifts, rather than inherent software bugs. 

Scaling ServiceNow in a global environment depends heavily on the design. In cases where multiple regions require separate ServiceNow instances, you may need to synchronize them through a central instance. The ability to scale effectively depends on how the system is architected.

The cost of implementing ServiceNow, including ITOM, largely depends on the company's budget. ServiceNow licensing can be expensive, especially for ITOM. Larger enterprises often benefit from enterprise global agreements, which can help reduce licensing costs. However, the high cost might be prohibitive for smaller companies without such agreements.

I recommend the solution to medium to enterprise.

I rate the solution’s scalability a seven out of ten.

External AIOps systems like Azure, Sumo Logic, or Grokstream offer robust event correlation and management capabilities. With a solid foundation using these tools, handling events and incidents directly via APIs is possible, potentially bypassing the need for ITOM. 

ITOM provides strong workflow management and additional use cases that integrate well into broader ServiceNow processes. While external tools can be effective, ITOM still has a valuable role, especially in automation and workflow-driven tasks. The balance depends on specific needs.

It is a little expensive.

I rate the product’s pricing a six or seven out of ten, where one is cheap and ten is expensive.

Large organizations managing high event volumes and seeking to drive significant automation should consider ITOM and its potential impact on their business. ITOM's capabilities, especially in workflow automation and event management, can add substantial value when handling complex IT environments.

Overall, I rate the solution an eight out of ten.

The main use case for ServiceNow IT Operations Management in my experience was to streamline and enhance various IT operations, including regular management, incident management, change management, problem management, and knowledge management.

The most valuable feature of ServiceNow IT Operations Management is the user interface. It provides an intuitive and user-friendly platform for managing various IT operations and processes, making it easy for our team to navigate and perform tasks efficiently. Additionally, the ability to generate user-level reports is another standout feature. These reports allowed us to gain insights into our IT operations, monitor performance, and make data-driven decisions, which was crucial in optimizing our IT environment and services.

ServiceNow IT Operations Management could be improved by providing more user customization options. Currently, users have limited control over what information they see on the interface, and most customization tasks require administrator involvement. It would be more convenient if users could easily choose and display only the essential information they need for their specific tasks, making the tool more user-friendly and efficient.

I have been using ServiceNow IT Operations Management for about five years.

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

I would rate the scalability of the product as an eight out of ten. Approximately 25 to 30 people use it at our company.

My advice to people who are considering using ServiceNow IT Operations Management is to evaluate your specific requirements before making a decision. It is essential to assess your organization's needs and objectives to determine whether ServiceNow ITOM aligns with your goals. Conducting a thorough analysis will help you make an informed choice on whether or not it's the right solution for your IT operations. Overall, I would rate the product as an eight out of ten.

It's used a lot for event management. They have monitoring systems. They will integrate with ServiceNow, for the events, for catching events. They will auto-correct on the incident. They also auto-perform the task. An engineer is not doing it manually. For example, if I want to start the Oracle services or I want to launch the AWS or Azure or Google Cloud, a virtual machine, some machines will be automated. Okay. Through cloud applications in ServiceNow, there's CMDB configuration item management, which they need to onboard to ServiceNow. Users want to maintain CMDB on-time maintenance and all the information will be stored in ServiceNow.

You can also automate the requested items. For example, if users want to launch services or launch virtual machines, they just need to raise that request. Other things will be automated. If I want to start Oracle services, engineers traditionally will write some commands on the server. They will log into the servers and perform the task. However, we can automate those things, which will reduce the work and reduce operational costs and maintenance. 

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.

It's easy to set up.

If you are new to using the solution, you will find the setup complex. 

I started ServiceNow overall in 2010. In terms of the ITOM module, I started building the solution in 2013.

Some organizations have the solution ready. They just need to plug and play. That said, configuration and customization can be difficult as it's not easy to capture those requirements. Therefore, the stability depends on the setup. 

The solution is scalable.

As I am an expert and I know how to implement or how to get the requirements, I find the initial setup to be pretty easy. I know the roadblocks or what security things to expect. It's easy to deploy if you've already worked with it. It's not complex for me. However, if someone is new, it can definitely be a challenge. They would need expert advice. Some of the things in relation to security are very difficult. If you don't know what you are doing, you might block your solutions. You'll need to figure out how to fix those things, which ServiceNow Autobox does not provide.

How long it takes to deploy depends on an enterprise's requirements. If they want to only implement event management, then there is a different timeline related to how many monitoring systems they want to integrate. If they have any other tools and if they have more than 10 plus monitoring tools, it will take a long time. It will take more than six months end-to-end with accurate CMDV.

One architect is required for maintenance. One project manager is required to maintain those things. We also need ServiceNow senior developers, around four or more. We need also the ServiceNow QA, Quality Assurance, testing. For a bigger organization, we need six-plus people. If it's small the number of people you need is based on the number of your completion item. If you are using between 100 to 200 completion items, and it's easy, it does not require six people. You can take one architect, one developer, and one QA okay. However, if you have a huge conversion item, like 3,000 or 4,000 - and some organizations have 40,000 or more - then you will obviously need more people. 

The solution does offer an ROI. You can cover the costs, which you have incurred within three months to six months when you use the solution. 

The licensing cost is based on your partnership with ServiceNow. The yearly license cost will be up here. I cannot give an exact figure as its calculation is based on your devices.

We are a ServiceNow partner. 

Right now, I'm using the Rome upgrade. That is the latest version. We use both public and hybrid cloud deployments. 

You should have the ITSM model in your company, which is a prerequisite. Without that, you cannot perform your tasks, whatever you have. So, ITSM is required. If you purchase the ServiceNow instance, it will cost you around $60,000 along with one additional day of environment. That will be included in your ITSM. 

Once you connect with the ServiceNow account manager, they can explain what should be done or not done. 

I'd rate the solution ten out of ten. No other solution is matching what ServiceNow is offering at this time. 

The most valuable features of the solution are discovery, cloud governance, event management, and service mapping. ServiceNow Discovery is a very common use case. Event management was a feature we have used with AWS, like how to generate an event using AWS.

ServiceNow IT Operations Management is a very mature offering from ServiceNow, so I can't think of anything about the improvement aspect of the solution.

The initial setup phase was hard and could be made easier.

The solution's scalability and stability have room for improvement.

I have been using ServiceNow IT Operations Management for more than five years.

We may face some instability if the solution is deployed on the cloud. Stability is easily achievable if we opt for on-premises and direct server-to-server connections. Stability depends on the use cases to use cases of the tool. The stability completely depends on the system from which data exchange is happening.

Stability-wise, I rate the solution a five out of ten.

Scalability-wise, I rate the solution a six out of ten.

Data expands in every company. After implementing a solution over a while, the data stack becomes large, and one needs to be careful, cautious, and proactive in checking the configurations in ServiceNow IT Operations Management and ServiceNow Discovery.

The solution's technical support is the same as we receive for ServiceNow Discovery. Proper technical training is required, and the process should be well-defined. I rate the technical support an eight out of ten.

The technical support of ServiceNow DevOps can be challenging because we need to train the resources. If the resources don't receive the right training, and if one doesn't know what needs to be done during a particular scenario, then it can lead to a disaster for an enterprise. Proper training is required before using technical support since then only we can make sense of the support we expect to receive. We need to define a proper process for technical support, like whether it will be L1, L2, L3, or L4. The process should be very clear, and the right information should be provided to the right stakeholders. ServiceNow need not work on support because it is a tool. In ServiceNow, it's all about defining the process and training technical support, which is quite easy. The nuts and bolts required for technical support are catalogs, service requests, and incidents.

Positive

The initial setup and adaptation phases of the solution were hard since we needed to take care of the CMDB, processes, and configuration library, owing to which it is not possible to easily achieve the sole purpose for which ServiceNow IT Operations Management has been created.

I rate the setup phase a seven on a scale of one to ten, where one is difficult and ten is easy.

The solution is deployed on the cloud. Mostly my clients opt for AWS or Azure.

The deployment process doesn't take much time since it is a straightforward process, so it's easy.

Those planning to use ServiceNow IT Operations Management should have a very good knowledge of the CMDB while also being very proactive in understanding the landscape of their complete enterprise to understand what you are capturing in the CMDB and what missing parts need to be leveraged, with event management, and discovery, and cloud governance features of the solution.

It is a powerful tool.

I rate the overall solution a nine out of ten.

ServiceNow was one of the chosen ITSM tools in my previous organizations. So, we were leveraging CMDB and ITSM. We had the incident change, service management, and PA modules. It was primarily used for incident management and tracking the services' up-times and user requests. 

We were using ServiceNow ITOM at times for project management. It was customized to do the tracking. We had created something similar to a Kanban board to see how the processes and services were working.

When we started, it was on-prem, but then slowly, we migrated to the cloud.

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.

At times, it got cumbersome from the project management perspective. It could have been because of the way we were using it. I found Microsoft Project to be more extensive and robust than ITOM.

I have been using this solution since 2012. I last used it about three months ago.

Overall, it's a stable solution.

It is highly scalable. One good thing is that ServiceNow has different plans. We can start with the basic plan and then slowly move to the higher plans.

I don't have much experience with their support. For ServiceNow, we had our own internal team. They used to first do the troubleshooting, and after that, if required, they used to further involve ServiceNow's support team.

Its initial setup is pretty straightforward and simple.

I haven't done an in-depth analysis, but I was looking at possibly alternating with Microsoft Project. ServiceNow is still evolving, whereas Microsoft has been a major player. When you compare, you look at three different quadrants. The first one is the price and operating cost. The second one is stability, and then there is scalability in terms of scaling up and down. One primary advantage that Microsoft has is that most of the organizations have already been using Microsoft 365 and other services. They get a bundled-up package with Microsoft Project. Everything is bundled up in a single package.

I would recommend this solution. ServiceNow is good from the incident management and service management perspective.

I would rate this solution a seven out of ten.

I use the solution in my company for general incident management and service request management.

The solution's most valuable features are the tool's seamless integration with the configuration management database and the possibility of communicating with end users. For case management, there were very good solutions that allowed you to integrate with tools outside the platform.

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 aforementioned area can be considered for improvement in the product. If you are buying an expensive tool, it is because it is the best tool in many ways, but you don't always need the best product if your demand or your requirements aren't very advanced. One should be very realistic about the requirements and be sure that you actually need a tool that is very expensive.

The tool's scalability can be improved. If your needs require downscaling, the tool won't have the same flexibility.

I have been using ServiceNow IT Operations Management for six months. I have been an end user of the tool. In my previous employment, I was working as a reseller of the tool.

It is a very stable solution.

Downscaling can be a problem, but upscaling is not a problem.

The technical support for the solution is very good. I rate the technical support a seven out of ten.

Neutral

The product's installation phase can be described as a medium-range process.

During the product's installation phase, the conversion of the request cases from an older tool to ServiceNow was rather challenging and required a lot of manual work.

Five people can install the product.

The product is easy to maintain.

The solution can be deployed in half a year.

With the tool, it is very easy to make a good business case even though it is quite a bit expensive since it really speeds up workflows and we can do a lot more with the product.

The solution is costly compared to the products offered by its competitors.

I haven't been using the tool continuously because I am a consultant. In some earlier projects, I was using the tool. I have never been an intensive user of the tool but have been a project manager for the implementation of ServiceNow for a customer at some point that took me six months.

The asset management capabilities of the tool are good.

The search functions actually give you suggestions from the uses and cases and the integrations with other sources of information that synthesize a very good summary for the end users and for case management.

I rate the tool a nine out of ten.