ServiceNow IT Operations Management Reviews

As an implementation expert and former CIO, I handled implementation from an IT best practice perspective for different companies.

The features I have found most valuable in ServiceNow IT Operations Management include the ticketing process, as we replaced another tool with this ITSM tool to create a single platform, helping us centralize all ticketing processes, workflow processes, and new user registration initially for 3,000 people. We built numerous workflows including user registration and customer registration forms, with the purpose of having a single tool with a single process, a single alert, follow-up, dashboards, and analytics.

To streamline IT processes, we started by streamlining all ticketing processes and then all non-IT processes, enabling a single dashboard for the user, the IT team, and our partners who are implementing the same support partners, growing from three companies to close to 17 companies now using the same tool. Even for a SaaS product, we use this tool for end-to-end management, providing real-time visibility of workflow, work processes which were defined, and ticketing—resolved, not resolved, and where it is.

The impact of ServiceNow IT Operations Management's configuration management on service quality has been significant, as we implemented a common platform for the Adani Group, which is a large company, and we have Adani Wilmar with close to eight or nine separate business units covering oil, gas, steel, and real estate, all having different features and functionality, while keeping the overall process and configuration the same to reduce the run maintenance cost of the overall group company and within Adani, ensuring a single source of truth.

ServiceNow IT Operations Management can be improved by focusing on adoption, as some companies still use other tools, and we had to onboard them initially, addressing challenges such as data migration and consistency, especially since we have 14,000 users in my group company utilizing this for multiple purposes, emphasizing workflows defined so that onboarding processes can be streamlined into a single tool.

To improve ServiceNow IT Operations Management, I believe incorporating natural language processing is essential, allowing users to type queries such as 'I need this' and receive responses based on AI and data. Furthermore, enhancing analytics is crucial, as we have seven years of data providing a substantial history of past ITSM and non-ITSM business tickets that can help predict and reduce the volume of calls.

I have been working with ServiceNow IT Operations Management for close to eight years.

ServiceNow IT Operations Management's predictive AIOps capability helps in maintaining service availability by enabling us to check whether similar tickets were raised in the past or what solutions were provided when users raise tickets, including non-IT tickets, supported by an exception dashboard focusing on exceptions, allowing us to achieve very high target and closure rates compared to other tools, all while benefiting from a single tool, single maintenance, and reduced license costs.

Regarding pricing, while I initially felt the prices were high when we moved, I now see that it is reasonable considering that we are not just using an ITSM tool; we are improving processes and communication across a single platform for incident, ticket management, workflow management, and follow-up, making it justifiable, especially now that we have added more functionality and features across departments, simplifying processes such as vendor and customer onboarding.

I have used ServiceNow Orchestration.

Regarding the platform's centralized dashboard, when we started, we built a centralized dashboard for our own requirement, creating separate dashboards for management, operations, and vendors who logged into our system based on what they needed to see, focusing on exceptions or criticality, thus reducing the time for follow-ups and multiple calls while ensuring real-time visibility and keeping recordings in the system.

My experience with ServiceNow IT Operations Management's real-time analytics has impacted our problem resolution processes since, with the system being a single platform, all the dashboards built by us are real-time with logs and details, providing real-time status visible to all partners, users, the IT team, and the business team, eliminating the need for historical data and separate meetings for dashboard insights.

I purchased my ServiceNow IT Operations Management through a partner. I would rate this product an 8 out of 10.

I look at ServiceNow IT Operations Management as well as ITSM. I do implementation for ITSM and ITAM, HAM, SAM. I work with both Hardware Asset Management and Software Asset Management.

Feature-wise, it is a very good tool, especially when it comes to upgrades. Upgrades are seamless. You will not even notice an upgrade is happening. Sometimes there is a small delay in the site, and mostly all these upgrades happen after office hours, making it seamless. Compared to many other tools such as OT or BMC or any other competitors in Gartner's top two or three competition against ServiceNow IT Operations Management, their upgrade processes are very frustrating.

ServiceNow IT Operations Management configuration management, specifically the CMDB, is good enough and flexible enough, compared to OT or BMC.

ServiceNow IT Operations Management has not been very popular in these regions for multiple reasons. One is that for SMB customers, ServiceNow IT Operations Management is not very affordable. It is affordable for organizations with a minimum of 5,000 users plus. It is the only scenario where it makes sense for somebody to invest, whereas everybody can opt for ManageEngine which is three or four times cheaper and does the basic functions. I personally know one or two places where they were using ServiceNow IT Operations Management and they moved away because of the cost.

Regarding ServiceNow IT Operations Management's orchestration, specifically Integration Hub, I have not really used Integration Hub in any of my projects so far. I have done some minimum integrations. It has not been extensively used because to use the Integration Hub, you need to have an additional license. Usually, it comes with a basic license. An additional license needs to be purchased for many of its orchestration purposes, so not many buy it. The customer capacity for buying in the UAE and Middle East versus Europe is different, and when it comes to Africa, it is very different.

We are the review site that provides and collects feedback on different products. We never used Jira because it was not an ITSM tool. It was just for projects, testing, and release management. Jira was used as a development tool for managing development and releasing products. Now they have changed their strategy, but when discussing ITSM, I will not consider Jira.

Their marketing strategy includes conducting many events. Their strategy towards partners in this part of the world is not very partner friendly. I am willing to help if it benefits someone.

On a scale of 1-10, I rate ServiceNow IT Operations Management a 7 out of 10.

On-premises

Other

We are customers of ServiceNow IT Operations Management, using it for the ticketing systems and user management and change management. Change management and user management are the major use cases for us with ServiceNow IT Operations Management.

We quite rarely use the configuration management part of ServiceNow IT Operations Management, but we sometimes have to. User management and change management are continuously required, and we have to generate tasks for those, but the configuration management part is used quite rarely.

The main and best thing about ServiceNow IT Operations Management is that it helps to organize user management tickets in an organized form. You don't have to go after the work, and you can always see the process where you are and the tasks you have to do on a special day. It's an organized way of managing your own work, especially when it comes to changes. I used Service Manager at my previous employer, but ServiceNow IT Operations Management is much better than that.

The predictive AIOps capability helps to maintain service availability for us with ServiceNow IT Operations Management.

It's a kind of organized way that gives us a schedule to organize our work with ServiceNow IT Operations Management. I can't really tell you an example since I'm so used to it that I can't imagine how we would organize our work in another way, and I appreciate it very much.

We use the centralized dashboard in ServiceNow IT Operations Management.

When it comes to the dashboard of ServiceNow IT Operations Management, I appreciate that I can see everything on the same page. I can organize the most important things, and in my case, change management and user management are the most important. On the dashboard, I can keep these two at the top of the screen and always see new changes or tickets that indicate my intervention, and that's what I really appreciate about the dashboard. We don't have too many incidents in our system, so I focus mainly on new tickets that require my attention, and the dashboard helps me see what to do.

We don't use the orchestration part of ServiceNow IT Operations Management here.

The CMDB part of ServiceNow IT Operations Management is a little bit too complicated, and it is a bit slow at our company. Sometimes, especially when it comes to user management and audits, we need detailed lists about changes and user management from ServiceNow IT Operations Management, and that can take a lot of time. That is the only issue I can list about ServiceNow IT Operations Management.

I have been working here for five years, and this company has used ServiceNow IT Operations Management for quite a long time, more than 10 years.

The technical support for ServiceNow IT Operations Management is good at our company.

Negative

I used Service Manager at my previous employer, but ServiceNow IT Operations Management is much better than that.

I work with ServiceNow IT Operations Management.

I don't really use the real-time analytics aspects of ServiceNow IT Operations Management, but my boss utilizes that part for lists and analytics, especially regarding work and ticket numbers. It is useful mainly for our management.

I am a SWIFT administrator in the company.

I would rate ServiceNow IT Operations Management an eight.

I am working on ServiceNow IT Operations Management. We are majorly using it for the discovery process, event management process, service mapping, and health log analytics. We are using it for some automation use cases. For example, we have recently completed AD user creation. We are working on DL creation and DL modification automation and similarly, we are working on some other use cases in the Identity and Access Management area and cloud area.

ServiceNow IT Operations Management provides out-of-the-box dashboards. Along with the dashboard, it also provides the Operations Workspace, which is very useful for operations teams. There is a functionality called Performance Analytics, which we are also using to develop some dashboards for the senior leadership and operations team where they can perform trend analysis of alerts and events happening across the infrastructure and application landscape. These dashboards are really useful here.

ServiceNow IT Operations Management's biggest plus point is that it is a platform. ITOM is just one module that ServiceNow IT Operations Management offers, but they provide seamless integration of ITOM with their other modules such as ITSM, where we can leverage the AIs for discovery, perform impact analysis, which essentially helps to enhance the overall IT operations and reduce the downtime and MTTR.

Technically, there are no challenges. It provides many out-of-the-box functionalities along with customization options. The licensing is complex. As they have added Assist for Generative AI and Agent AI functionalities, sometimes it takes considerable time and discussion with different stakeholders in ServiceNow IT Operations Management to understand how the licensing part will work. There are different SKUs also, which makes it tricky. Other than that, everything is fine.

It has been used for almost five years.

It is working fine. It provides Health Log Analytics functionality, which helps us collect logs from different sources, such as storage, servers, and applications. It helps us create custom dashboards and provides excellent search functionality where we can search for any issues or errors that have occurred and take corrective action before it impacts the users.

It scores a perfect 10. There are no challenges in scalability.

The vendor support rates between five to six because it takes a lot of time to get issues resolved, whether minor or major. For minor issues, the team takes a month's time to provide a fix.

Positive

I am not working with SolarWinds now. I moved to ServiceNow IT Operations Management.

It is definitely high-priced compared to other products available in the same domain in the market.

We are implementing AIOps, which is in progress. Once that is complete, I will be in a better situation to comment on that.

It is hosted on SaaS, so it is very simple. We just need to enable the plugin and do some basic configuration to get started. When we talk about ITOM, whether it's event management, service mapping, or discovery, this is a journey that takes time depending on the number of devices and applications available in the client environment.

ServiceNow IT Operations Management Configuration Management provides a huge database for the CMDB, where we store all the CI after discovering from the ServiceNow IT Operations Management Discovery module. We have configured the service maps, which provide the architecture view of the entire application and infrastructure landscape. If an issue occurs on the database, it will be easy for operations teams to identify that there is a database issue and because of that, application transactions are getting impacted, thereby affecting users. This kind of impact analysis is provided in one view and it doesn't necessarily take much time to figure out which team needs to be involved for the resolution.

Overall rating: 9 out of 10.

Public Cloud

Other

We use ServiceNow IT Operations Management for IT Operations Management, including Discovery, service mapping, Certificate Inventory, ITOM Health (which is Event Management), and Gen AI. We use ITOM Visibility to help us identify the impact of different applications in service mapping. ITOM Discovery is used for scanning all the infrastructure running in our organization and populating that to CMDB. ITOM Health, an event management tool, can predict any outage proactively. Certificate Inventory predicts when the certificate is going to expire and sends alerts to different teams or owners to remind them of the renewal process. ServiceNow IT Operations Management also has a direct impact on ITSM processes, helping automate processes and predict and resolve IT issues proactively.

ITOM Visibility assists in service mapping and determining the impact of different applications. ITOM Discovery scans the infrastructure and updates the CMDB. ITOM Health is an event management tool that predicts outages. Certificate Inventory manages certificate expiration. ServiceNow IT Operations Management influences ITSM processes by automating them and aiding in detecting and resolving IT issues to improve performance, reliability, and uptime.

I find it hard to say what needs improvement, because it is a very powerful tool made up of a suite of tools.

I have worked with ServiceNow IT Operations Management since 2019. We started with proof of concept.

The deployment process of ServiceNow IT Operations Management took about six months for us, due to people and process factors. Although the solution can be implemented very quickly within a week, training and onboarding factors extend the timeframe.

Since it is a Platform as a Service (PaaS) or Software as a Service (SaaS) solution, I consider the stability to be very high, rating it ten out of ten.

ServiceNow IT Operations Management is highly scalable. It integrates with every single tool, even external tools.

I believe that technical support could improve a bit. I would rate it a six.

Neutral

I previously worked with BMC tools from 2008 to 2021, after which we moved to ServiceNow.

I found the initial setup to be quite easy, between eight and nine on a user-friendly scale.

For the overall solution of ServiceNow IT Operations Management, I will say nine. I rate the overall solution at nine out of ten.

Hybrid Cloud

Other

Our primary use case is leveraging ServiceNow IT Operations Management for IT infrastructure management. We've used event management primarily for a lot of the infrastructure for the health to bring it into a single pane of glass, facilitating discovery by integrating Intune and SCCM.

ServiceNow IT Operations Management brought together Intune and SCCM or MECM really well. It provided out-of-the-box integrations, requiring only minimal effort, typically a couple of days, to massage those systems into a seamless operation. 

Additionally, the performance analytics of ServiceNow was especially beneficial for setting thresholds, aggregating, and correlating infrastructure data.

There is room for improvement in service mapping within ServiceNow ITOM. When we have more time, we'll look to extend that and apply it to business-critical services like email.

I have been working with ServiceNow IT Operations Management since I was with Keystone Management Solutions, approximately 15 years ago when I first started working in Australia.

We have used it extensively, and it has reliably supported our IT management processes.

ServiceNow ITOM scales very well to small and medium businesses. Its pricing point allows us to get value across different scales, making it suitable for various organizations.

We deal largely with partners, so we haven't had direct interaction with ServiceNow's technical support. Our partners handle most of this communication as part of a managed service arrangement.

As a discovery tool, I have worked with Ivanti, which also offers client management and patch management. 

However, ServiceNow's sophisticated dashboards and performance analytics provided significant advantages over Ivanti.

The initial setup aligned with our operations and infrastructure, aligning them well into a cohesive system. We did require a couple of days of effort to refine integrations, but it was not a significant issue.

We worked with third-party partners for implementation. The partners facilitated the process and managed integration well.

Our ROI since implementing ServiceNow ITOM has been significant. It reduced staffing needs from four full-time staff to fewer due to automation, reducing manual processes significantly, and feeding data through ServiceNow increased overall efficiency.

We obtained discovery licenses at about seven dollars Australian per unit, which we found to be reasonable and competitive. The pricing model offers scaling where not everything consumes a license equally, providing more value across different business areas.

We did not evaluate other options as we already had ServiceNow in use with the project portfolio management suite.

I would definitely recommend ServiceNow IT Operations Management to others. It scales well for small and medium businesses. The system's cost-efficiency, especially with the different licensing scales, provides additional value. 

I would rate the solution a solid nine out of ten, as there's always room for improvement in any product. The overall product rating is nine.

We are utilizing ServiceNow IT Operations Management to discover our assets on our network.

ServiceNow IT Operations Management is able to connect to our assets on our network using the Microsoft Fabric and identify these assets, populating them in the CMDB. It responds promptly when we call to open a ticket. The issue resolution is also efficient.

ServiceNow's pricing is expensive. A more streamlined configuration process tailored to use cases and industry would be beneficial. We needed some external help to configure the initial setup, which implies it might be a complex process.

I have used ServiceNow for IT Operations Management for four or five years.

We had some assistance from outside to configure the deployment.

Customer service is excellent. They respond promptly when we call to open a ticket and solve our issues effectively.

Neutral

We previously used Dell KACE but switched to ServiceNow because Dell KACE was outdated and not meeting our needs for a full-blown ITSM solution.

The initial setup involved some complexity, and we needed help from outside to configure it.

ServiceNow's pricing is expensive. We consider it a Tier 1 product, but it requires significant investment.

I would recommend ServiceNow IT Operations Management depending upon the size of the organization and the ability to spend. It is a Tier 1 product. If we rate the overall solution, I would give it anywhere from seven to eight.

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 efficient alert management. We are able to provide more outputs to customers with limited resources and costs.

ServiceNow IT Operations Management is beneficial for the discovery of all CIs in our environment. The auto-ticketing feature helps with the integration of the monitoring tool with the ticketing tool.

We are facing difficulties with service mapping of CIs from the end users, and are seeking help from third-party vendors. It would be helpful to have more knowledge articles or FAQs for some regular tasks.

I have been working with ITOM, event management for five to six months.

I would rate the stability between eight point five to nine out of ten.

I would rate the scalability at eight out of ten.

The response time of technical support could be improved.

Positive

I have switched from Nagios as I have moved to a new role and domain.

I can rate the pricing at six out of ten, as the pricing is reasonable.

Previously, I was using BMC Helix and switched due to ServiceNow being more user-friendly, better pricing, and a better GUI.

I'd rate the solution eight out of ten. 

Other

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 ten years.

The solution is pretty stable. There is some slowness, but I don't know if it is due to the complexity of the implementation or the proxy configuration.

ServiceNow IT Operations Management is a scalable solution. Around 18,000 users are using the solution in our current organization. More than 30,000 users worked with the solution in another company I worked at.

The solution's technical support depends on the people you contact. I have had great support because of our implementation. Certain account managers are really good, while others are not so good. We also have the impact team.

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.

ServiceNow IT Operations Management is an easy-to-use platform. I don't know if you will be able to justify the cost, but it's a good tool to start with. It's also very modern, scalable, and integratable.

Overall, I rate the solution a nine 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.

Public Cloud

Microsoft Azure