We also use ServiceNow. 

We were previously using one of the big house APM suites. We were using HP OpenView, so Operations Manager would have been the single pane of glass, so to speak, and we chose to move away from the HP product as far as our monitoring goes and dealing with system-generated alerts, simply because it took too much time and effort to manage the APM platform. It wasn't stable, it was complicated, it wasn't user-friendly, so we restructured our whole APM program platform, and VictorOps became one of the pieces of that.

We used SCOM before.

It was email2form, which was not a professional tool. From time to time the tool didn't work and when it was down it was a big issue for us. If tool wasn't working, we didn't actually have a phone alert, so we didn't know that there was a critical situation. With VictorOps, whenever there is a critical incident we have a phone alert.

I was in touch with the support center of the previous tool and they were terrible. Now with VictorOps, we create support tickets (via VictorOps as well), and the response time from support is always very good. I usually have updates within 24 hours of logging a ticket, which is something that I appreciate, and need.