ServiceNow IT Operations Management Reviews

We use the solution mostly for CMDB discovery.

I like the solution mostly for CMDB discovery. It consists of a complete package. Due to licensing and cost purposes, I was looking for some other options. I got to know that ServiceNow also uses Device42 for a few of the discoveries. The solution's asset management capability works fine.

The solution’s licensing cost could be improved.

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

I rate the solution’s stability an eight or nine out of ten.

We faced some issues while scaling up the solution. ServiceNow has a code base of its own, which is abstract to us. So, we have to rely on the solution's vendor support for scalability issues.

The solution is more suited for enterprise businesses. Small businesses would never go for ServiceNow because it's more costly. They can use a lot of other SaaS tools available in the market. Depending on the complexity and the organized structure, around 50% of mid-size companies may like it, and the other 50% may not. If an organization will expand exponentially, it should go for ServiceNow. Otherwise, it should consider some other tool.

I rate the solution a seven or eight out of ten for scalability.

The technical support team’s response time could be improved.

Neutral

The solution’s initial setup is simple.

The cost of ServiceNow is much higher.

It is easy to integrate ServiceNow IT Operations Management with our IT workflow. I would recommend the solution to enterprise businesses.

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

I use the tool to create tickets and solve incidents. It also helps us to check and review dashboards and present them to the management. 

I am impressed with the tool's ability to track information in an easy way. 

The product needs to add a workflow insight tool. 

The solution is stable. 

The tool is scalable and my company has 3000 users for the product. 

The product's setup is easy. 

I would rate the product a ten out of ten. 

ITOM communicates information about incidents and maintains them. It handles tickets change, manages service networks, and reduces IT service downtime for the organization.

ServiceNow IT Operations Management is an easily configurable SaaS product and there is no other capability that can compare to the functionality and organization. 

With ServiceNow, we can do almost everything for your organization, be it ticketing, maintenance, infrastructure maintenance, software, hardware, renewals, portfolio management, etc. It is easy to configure and scalable. Moreover, the business can do the configuration without the technical team.

The pricing of some modules is higher because they are sold in packages. If we need something specific, we cannot take it individually. Instead, we have to take it along with other functions or capabilities that we may not need. Additionally, certain specific packages are significantly more costly compared to the competition in the Service Desk domain. Therefore, the pricing model is an area of improvement for me. 

I have been using the solution for three years. We are a premier partner of ServiceNow.

The stability of ServiceNow is good. I would rate it a nine out of ten. 

It is a scalable product.  We have 15 customers, using this solution.

Customer service and support were good. 

The initial setup is straightforward and easily intuitive. Moreover, ServiceNow can be deployed both on the cloud and on-prem. 

It is a normal ACLC. It's kind of similar to SaaS products' implementation, which is a step-by-step procedure. So when we pay, ServiceNow will provide a subscription-based model.

ServiceNow has a subscription-based model, and our customers use the yearly-based license.

Overall, I would rate the solution an eight out of ten. I would definitely recommend using this solution. 

The primary use case is mainly for our daily tracking of tickets, creating a dashboard to check the SLA or if any ticket is open or closed if any got breached. 

The solution has improved from version to version. Earlier there was no option for the dashboard, so it used to check manually and do incident tracking to figure out the details of the ticket, like the pending or the open task. But as per the current trend, when the dashboard got introduced, it was very quick. It's kind of like, I will say, a one-touch or a one-stop market for getting all the details of the ticketing information.

The most valuable feature is dashboard creation, which is recently integrated. The reason being in the dashboard, it is very easy to see the graph of the pending task. Or you might say if any ticket or anything got SLA breached or even to whom what task is assigned to, for how long. Everything can be tracked from the dashboard.

I would like more manual issues to have automated report-facing options.

I have been using the solution for a few years.

The solution is stable.

The solution is scalable from time to time.

The initial setup is very straightforward. A person just needs to join a team to access the network and that's all.

The deployment was completed in-house.

There is definitely a return on investment with this solution.

I give the solution an eight out of ten.

The solution is used wherever there is an operations activity in our organization. It is hard to say exactly how many people are using the solution but it is a lot.

We have a support team that consists of six to eight people used for deployment and maintenance.

We definitely have plans to increase the usage of the solution, because, considering the current market trend, the ServiceNow IT Operations Management usage will increase in long run.

I recommend this solution. The reason is it's cost-effective, number one. Number two, many of the processes got recently automated in it, like checking the major incidents. When triggered, it will be notified according to the configuration set. Any people can create a dashboard to get a quick view of the SLS.

We use the product for discovery and visibility management. 

I like the tool's discovery feature. 

The solution's licensing model is a bit complicated. It should be simple and easy for people to understand. 

I have been using the product for five years. 

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

I would rate the product's scalability a seven out of ten. 

The product's setup is simple. 

I would rate the product's pricing a five out of ten since there are vendors who are cheaper. 

I would rate the product a seven out of ten. The solution is for most customers but enterprise customers will face some restrictions with it. 

We use this solution for issue tracking because we have a lot of external customers. So if any of our customers have an issue with our product, they create a ticket, and our system integrates that ticket and allows us to track it end to end when it is open. Then our CEO or engineer can go to the site and fix the issue or change each piece of data. So we use this solution for all the life cycles.

IT support management is the most valuable feature and a very good product. It is easy to use and simple to learn. It has very good features.

The security policies could be increased.

We have been using this solution for about six years and are using the latest version.

The stability is great, and we rarely face any issues with the product. We have thousands of users using this solution.

It is a scalable solution.

Sometimes we require technical support from ServiceNow, and they respond quickly. I rate the technical support a four out of five.

We currently use Remedy, but I do not have details about it because another team uses it.

The initial setup was very simple, and we installed it quickly. We used the escapes to install the deployment and its safety. The deployment can be done in-house, and no technical guys are needed.

I rate this solution a nine out of ten. I strongly recommend ServiceNow IT Operations Management for issues tracking.

My company primarily uses the solution for managing our application catalog, incident management, and as a configuration management database. We also use it for lifecycle management over our applications.

In terms of features, the main advantage of the application services is the centralization of various types of information. For instance, if you manage a customer-facing business, having a system for managing incidents would be extremely beneficial. Additionally, the service level agreements associated with incidents is another important feature. The built-in dashboards provide helpful out-of-the-box reports and support while monitoring key metrics. Overall, these features have made the solution highly advantageous for our needs.

Regarding ServiceNow, there is room for improvement in terms of customization, particularly in the area of self-customization. Organizing organizational information and building custom dashboards and reports is not as easy or intuitive as we would like. We either need to rely on our technical services team to handle these tasks or seek vendor assistance or professional services to extend the solution's capabilities. Ideally, we would like to build and maintain these customizations in-house, but this is currently not as feasible as we hope.

Regarding the features I want to see in the solution's future releases, I will prioritize integrations. Specifically, I would like easier integrations into some Microsoft Technology Stack, including Power BI and other dashboards. This would enable us to consolidate information across different technologies and view it from a holistic ITSM perspective that incorporates other platforms, KPIs, and metrics we measure outside of ServiceNow.

I have been using ServiceNow IT Operations Management for six months. Also, I don't remember the version of the solution I am using.

It is a stable solution. I have not experienced any system outages during my time using the solution. However, we have not fully utilized all of its capabilities, including features such as the mobile application. Moving forward, we plan to explore and leverage the entire suite of enterprise applications, including mobile apps. So, we are currently looking into using quick steps to achieve this in the solution.

Approximately 800 people in our organization use the solution. However, around 30 to 40 people actively monitor and use the solution daily, primarily from our IT services department.

I have not personally contacted the technical support team for the solution. In our organization, specific teams appointed by management are responsible for contacting the technical support team when needed.

I wasn't involved in the initial setup process of the solution.

The solution is worth the money due to the visibility and technical capabilities it provides our organization. However, we will likely have more opportunities to utilize the platform and its functions better. Therefore, there are certainly opportunities for improvement.

I suggest those planning to use the solution that if their organization has the budget and intends to utilize the tool, I recommend it. In our procurement process, my organization looked at industry reports to determine the leading technologies in the space. As a result, ServiceNow was identified as one of the leaders and considered one of the candidates. Afterward, we underwent a full RFP process and product selection process to compare it with other products in the market.

The product is quite mature, especially in ITSM, and ServiceNow does an excellent job in its space. The solution has been fairly stable when deployed on the cloud. However, ServiceNow is not attempting to expand into other spaces or enhance its capabilities with low code, no code applications, etc. This is where I see some room for improvement or further maturity to be gained.

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

We are using ServiceNow ITOM Health. We correlate alarms from different platforms and then use it for incident management.

It is flexible. You can tune it, more or less, as you want.

My managers would say that the price is too high. We wanted to also have the visibility version of it, but it's too expensive for us. Going for visibility would have doubled up the price.

I have been using this solution for one and a half years.

It seems stable.

It seems scalable. I'm configuring it and sending the events or the incidents to about 30 people.

I have had one case or so, and their support was fine.

It was easy to set up. The deployment was done in small steps. It took a few months to have it tuned and set up because a lot of different inputs had to be configured.

We did it ourselves.

It is expensive. It is around 10 Euros per server per month.

It is a platform. So, you can extend it to a lot of areas. You should design it well from the start because it can do a lot. It would be good to have an experienced consultant come in and show what it can do to the management so that they can see the value of it. There are values in it, but sometimes, it's difficult for management to see them because they, more or less, think about the costs.

I would rate it a seven out of ten.