ServiceNow IT Operations Management Reviews

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.

Customers use ServiceNow IT Operations Management for IT Operations, ServiceNow Discovery, Event Management, and then service mapping for the CMDB.

What's most valuable in ServiceNow IT Operations Management is that it works with other ServiceNow solutions. For example, to do Event Management, you need to have your service maps and infrastructure properly discovered, so you need a solution that works well with others, such as ServiceNow IT Operations Management.

As a product, I also like that it's pretty strong and it can discover non-IP devices.

As a ServiceNow partner, my company also gets frequent ServiceNow IT Operations Management updates, which is another pro.

An area for improvement for ServiceNow IT Operations Management is making service mapping and discovery easier for non-IP devices.

I've been selling ServiceNow IT Operations Management for six years.

ServiceNow IT Operations Management is a very stable solution.

ServiceNow IT Operations Management is very scalable, and in terms of scalability, I'd give it a nine out of ten.

Customers call the ServiceNow IT Operations Management support team, but we also offer support for the solution to our customers.

The initial setup for ServiceNow IT Operations Management is complex for people not certified in ServiceNow. Customers won't be able to set it up because you're required to be certified and understand ServiceNow IT Operations Management, which is why my company does it for customers. It's easy for my company but difficult for non-certified people.

My customers pay for the ServiceNow IT Operations Management license annually, but it's different because it undergoes a quarterly review.

I'd rate the pricing based on value. ServiceNow IT Operations Management is a premium product as it has better features than competitors.

I work for a ServiceNow partner, so I only handle ServiceNow solutions.

My company sells ServiceNow Orchestration, ServiceNow Discovery, ServiceNow DevOps, and ServiceNow IT Operations Management.

I'd recommend the solution to others. It's my job as a seller.

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

The most important features of ServiceNow IT Operations Management are the discovery service mapping and orchestration. 

The most complaints we have received from our clients are the solution's discovery aspect. I've heard a few concerns from the customers where we have to integrate with a third-party tool to make a full-fledged discovery along with ServiceNow. ServiceNow alone does not do the total capacity of the discovery. The discovery portion of ServiceNow IT Operations Management is not in-depth as what the customers are looking for. The information that it gathers from the assets is a little more limited than what other tools provide.

In an upcoming release, it would be a benefit to include the discovery of mobile assets.

I have been working with ServiceNow IT Operations Management for approximately four years.

ServiceNow IT Operations Management is stable.

The scalability of ServiceNow IT Operations Management is excellent and it is one of the main selling points.

The support from ServiceNow IT Operations Management is good. However, they could be more helpful sometimes.

I would rate the support from ServiceNow IT Operations Management a four out of five.

The initial setup of ServiceNow IT Operations Management is not complex, it is fairly simple.

ServiceNow IT Operations Management pays for itself because of how flexible it is. It's a very strong tool.

The price of ServiceNow IT Operations Management is expensive.

I compared Tanium with ServiceNow IT Operations Management and I found that ServiceNow IT Operations Management is more flexible, suitable for development, and time to market is faster. Additionally, ServiceNow IT Operations Management has overall more features.

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

The solution is used primarily for operations management. 

We had a lot of events and some of the things that have been done manually. Now, when an email is sent, it'll create a task, and your teams can handle it. Having Event Management, we create events and alerts, so everything is streamlined.

The suite is pretty strong. Everything is consolidated into one, which is helpful. Before that, if a switch went down, we'd get 600 tickets. Now, we get only one. Pretty much everyone is happy with how it has streamlined everything.

It helps streamline management and processes. 

It's stable.

Support can be helpful. 

The Discovery needs to become more functional.

Service mapping is pretty limited.

It has a complex initial setup.

I've been using the solution for two years. 

With Event Management and orchestration, it's stable and reliable. The immigration hub, we use it a lot. However, as far as discovery and service mapping goes, it kind of falls short.

We haven't tried to scale the solution at this point. 

We have up to ten to 12 people using the solution right now. 

At this point, we have no plans to increase usage. 

Support is okay. However, it would depend on the person we got. Sometimes we would get someone who would just say, "Oh, it's not our problem," and then close the task. Sometimes we would get someone who actually realized these were the limitations, and they would work with personal development to get us a fix. Support is hit or a miss.

Neutral

We had homegrown software that pulled in all the details. On top of that, we had some other tools for Event Management.

The initial setup was pretty complex. It was about a nine-month process to implement it.

We need four to six people to deploy the solution and about two people to maintain the solution once it is set up. 

We had a couple of contractors come and help, however, for the most part, we have our own discovery admin, and I was leading the project, so it was a mix of in-house and external resources.

We might have seen an ROI. It might allow for break-even costs. It didn't provide as much value as we thought it would.

The licensing is paid every three years. I'm not sure of the exact pricing. 

The pricing was negotiated with the senior director. Procurement takes care of the cost, and the senior directors are involved. The managers and individual contributors know what they're signing up for and what features we're getting, however, not actually the cost of the software. 

We did not evaluate other options. 

We are end-users. 

We have our own data centers, and the solution exists in them. We use Operations Management pretty heavily.

If they're going for a fresh CMDB, then ITOM is a great product. If they have a fully grown, mature CMDB, then they may want to think twice about going to ITOM.

I'd rate the solution seven out of ten. 

We primarily use the solution for our customers, which are based in Orlando, Quebec, and Paris.

The solution has six different modules: Discovery, Service Mapping, Event Management, Operational Intelligence, Cloud Service Provisioning, and Cloud Insights.

They have a very good Health Solutions Suite.

Their Event Management is very good. So are Log Analytics and Event Management.

These three valuable features - Event Management, Log Analytics, and Operational Intelligence - all within their artificial intelligence solution, AIOps. It's very effective.

Log Analytics is very new. It is released in Quebec only. We are yet to implement it, however, in theory, it looks very efficient solution. Even Management we have implemented for around 20 plus customers and it is very effective. It's one of the best solutions in the market.

We also use Discovery and Service Mapping, which are both quite good.

With Cloud Discovery, we can discover cloud assets. It is very useful. 

The solution is quite scalable.

The solution has very good stability overall.

Technical support has been helpful.

Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers. That is one challenge we see.

If Discovery, for example, could be extended to other cloud areas it could be very helpful. Currently, it has popular cloud service providers like AWS, Azure, GCP, Google. If they can extend it to all cloud service providers and containers such as Kubernetes, it would be better. 

In the implementation, we have encountered problems with the Ansible integration and Kubernetes. That is one area they can definitely improve. 

Another area of improvement is ACC. They are launching something called ACC, Agent Client Collector. It is more or less their version of monitoring. That is not yet fully realized. It is not a complete solution. It is in its primitive stages. We would really love to see that improving and covering all applications in order for it to be a really comprehensive monitoring solution. 

At this moment, we are not able to use it as a standalone monitoring solution. We still have to use other monitoring tools like SolarWinds, or AppDynamics, or something like that. If ACC is improved, then it will be an end-to-end solution.

The pricing could be lower.

We've been using the solution for about two years now. It hasn't been very long.

We've found the solution to be stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

O one of the benefits of ServiceNow is scalability. If a company needs to scale, it can do so.

Technical support is quite good. We're satisfied with their level of service. They are knowledgeable and responsive. 

I previously worked with Remedy Orchestrator. In comparison, ServiceNow is easier to implement.

For a typical Event Management and OI, or Discovery, it will take from four to six weeks to implement. 

Service Mapping is a long project. It depends on the number of maps the customer has, so it is long-term. If they have to cover all priority applications, it will be anywhere from six to eight months. That is a long process, and are no longer doing it as an implementation. We are doing it as regular day-to-day work, due to the length of time it takes. It requires a lot of inputs from the application support teams and infrastructure support teams, and a lot of coordination is involved. That is why it takes time. However, for any other product, whether it is Cloud or Event Management or Discovery, you are looking at four to six weeks depending on the customer size and customer environment.

We assist our clients in implementing the solution. 

The cost could be lower.

For those customers who are already using ServiceNow for service management, for example, then it is just the license costs and no other cost is involved. In that way it is good. It is emerging as a holistic solution for enterprise service management. 

The upside to ServiceNow is that everything is in one tool, whereas, with other solutions, you need multiple tools. If you compare that way, then, in the long run, this price is more or less competitive. 

We are managed service providers and resellers of the licenses. On top of that, we provide implementation support and transformation solutions.

For customers considering the solution, the first thing, they need to do is be very sure before implementing ITOM. They need to have a very mature CMDB, as all these modules, whether it is Discovery or Service Mapping or Event Management, all require a very healthy CMDB, with 80% to 85% of maturity. CMDB and CSDM should be added as a prerequisite. If they are, then the implementation of ITOM and the benefit you get from implementing these modules will be quickly realized.

I'd rate the solution at an eight out of ten.

We use ServiceNow for incident management. When an incident occurs, it is assigned to the respective team, who works on resolving the issue based on its severity level. We also define severity levels such as critical, medium, or minor.

Initially, some of our customers faced issues with the solution as they were not very familiar with it. We helped them identify and rectify the issues, such as incidents being assigned to the wrong teams due to group-related issues. Once we corrected these issues, our customers were satisfied with the solution's performance.

There is room for improvement in the stability of ServiceNow.

Overall, the performance and everything is good for the product. However, sometimes customers face issues related to misconfigurations, particularly related to respective groups. Other than that, the performance of ServiceNow IT Operations Management is good.

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

The stability is fine. I would rate it a seven out of ten.

The scalability of ServiceNow is good. I would rate scalability an eight out of ten. My company is a startup organization, so I have few customers. Two or three customers are using the solution.

The initial setup is straightforward, and it took around a week to deploy the solution. Initially, we need two or three members for deployment. Once we hand over the solution to the customer, it depends on how they manage it.

We need a manager, developer, and QA personnel to deploy the solution.

Licensing is chargeable. For example, earlier, it was monthly.

ServiceNow is a very good product, but it's widely used in the industry. Overall, I'll give it an eight out of ten.

I would advise customers that this is a very useful setup. We get a lot of real incidents, apart from false incidents. Also, ServiceNow has its pro application setup related to AI ops. So, as per the customer, if we need to figure out any issue, we can initially use the standard ServiceNow application. After that, if we separate ServiceNow using AI ops, we can get many features. It is machine learning and AI-based. After that, we can get a lot of features.

In normal ServiceNow, we have to search for routers and other things, but we can get these things automatically from the system in AI operations. So, there is a set of things we can advise the customer in such a way.

My company implements the solution both on-premises and in the cloud for clients. 

The solution is used to discover assets, their dependencies , service mapping and implement all required ITSM modules including CMDB and Asset Management on a single platform.

The solution allows you to subscribe to the all required ITSM modules , asset discovery and service mapping on a single platform, its guided setup provides easy implementation process and I found these features most valuable.

The out-of-the-box reporting feature has room for the improvement, it can be make more user friendly as other tools. 

Troubleshooting can be confusing if you are not well versed in scripting.

I have been using the solution for two years. 

The solution is stable and new versions are released twice per year. 

I found the solution scalable, it is now highly recognized in the industry and there are many compatible products available. 

For example, CyberArk and SCCM provides out-of-the-box integration with the solution. 

For one client, we wanted to clean the CMDB excluding few records so we contacted technical support. Rather than assist us with the task, they provided written steps for completing the task without losing data. We would have preferred a higher level of assistance. 

For some errors I face, I have not found proper resolution in the available documents or through the community. 

Neutral

Few of our clients previously used BMC Remedy and BMC Discovery but moved to ServiceNow for it's one plateform solution feature.

The initial setup is easy once you get used to it. 

Initially, I found the solution's setup to be a bit more complicated than BMC Remedy and BMC Discovery. 

As I learned more of the solution's features, I became confident with installation and deployment. ServiceNow is a cloud based solution and you need to install a MidServer application to interact it with clients environment and data centers in cloud and on-premise. You can install more than one MidServers for an environment to cover all the assets and DMZ's as per the requirement. It's guided setup for step by step installation instructions gives an easy approach to implement it.

I implement the solution for clients. 

The solution offers yearly licenses and a subscription model for add-on features. 

I recommend any solution only after proper assessment of clients environment and requirements and if you are looking for implementing asset discovery, service mapping, CMDB and most of ITSM module on a single place then ServiceNow is good to choose for. 

I rate the solution a seven out of ten. 

The auto remediation feature has been most valuable. They have also introduced an AOP feature of ServiceNow that we are keen to explore. They have also come up with a lot of anomaly detection and self healing through orchestration.

Even though they call it low code there are a lot of customizations needed, especially from an ITOM standpoint. We have the opportunity to pick elementary data but there is a lot of scope when it comes to training bots and the ML capability. I think this solution still needs to mature, especially from an ITOM perspective. It is still very difficult to train the bots to to detect anomalies.

The ML capability also needs improvement. 

I have been using this solution for three years. 

This is a stable solution. I would rate it seven out of ten for stability. 

This is a scalable solution. 

The availability of the contact center for high priority tickets is really good. If you are an ITOM user and you depend on a particular vendor to get a response, especially when it comes to new product features, there is a lag. 

Positive

For us, the initial setup was straightforward but this does depend on your organization. If you don't have a proper CMDB set up, whether it is internal or outside ServiceNow, the ITOM implementation may not be very easy. 

This solution offers good value but comes at a very high premium. Pricing could be reduced by 10 to 20%.

I would rate this solution an eight out of ten.