What needs improvement with ServiceNow IT Operations Management?


Please share with the community what you think needs improvement with ServiceNow IT Operations Management.

What are its weaknesses? What would you like to see changed in a future version?

ITCS user
33 Answers

author avatar
Top 5Real User

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.

author avatar
Top 10Consultant

The pattern part can be improved. Patterns are used in the Discovery feature. Although it is easy to create new patterns and modify the existing ones, it would be better if this solution can have more out-of-the-box patterns. In terms of new features, they can include artificial intelligence, something like machine learning.

author avatar
Top 5LeaderboardReal User

In providing for customers, I think that the cost of ServiceNow is quite high. I think it would be good if they could offer an entry-level version or do something with the pricing. That would help quite a lot of customers at the moment. It can only be used easily by enterprise customers because they can afford the costs. The middle of a market and the SME (Small and Medium Enterprise) market might not be able to afford to use it. It is not that I would like to see a scaled-down version as I do not know how that would work. It would be an advantage for the price to come down to make it more of a reasonable investment for small to medium-sized businesses. I also think the ServiceNow app store can use a few more apps. The offerings are currently a little limited. The user interface is okay. The aesthetics are not 100%, but it is functional. That does not mean it could not be improved.

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