ServiceNow IT Operations Management Reviews

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. 

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. 

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.

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 solution on a daily basis for configuration management, capture of configuration management, consumption, and addition.

We use the solution for everything, including procurement, asset management, and services that particularly fall under ITIL whenever change management occurs.

From my perspective as an asset manager, the most valuable feature of the solution is the configuration management portion, where I can actively add something to the database. The solution gives us the ability to create our own tailored reports. We can create our own dashboards within the system that display everything we currently have within the configuration management database.

The solution needs to add mobilization, where we can connect mobile devices or wireless devices to do wireless scanning and bring assets into the database.

I have been using ServiceNow IT Operations Management since January 2022.

I rate the solution a nine out of ten for stability.

ServiceNow IT Operations Management is a scalable solution. Around 600 users use the solution in our organization.

I rate the solution an eight out of ten for scalability.

The solution’s initial setup is simple.

The solution has improved our incident response time. Since we have everything in that one centralized database, someone can quickly submit an incident issue whenever there's an issue, and we can quickly respond to that incident. ServiceNow IT Operations Management supports our cloud resource management well.

The solution's dashboard and reporting tools have improved our decision-making process. We create all types of dashboards for everyone who needs visibility of what's currently going on within the system.

We are using the web-based and cloud-based versions of ServiceNow IT Operations Management. It was easy to integrate ServiceNow IT Operations Management with the current systems we already had on-premises.

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

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.