Overview
What is ServiceNow IT Operations Management?
Built on the Now Platform, the ServiceNow IT Operations Management bundle is designed to help users gain visibility across infrastructure and apps, maintain service health, and optimize cloud delivery and spend.
Standard and complete ops management platform for enterprise applications
ITOM saved my license(s)
ServiceNow ITOM
Reviewer Pros & Cons
Pricing
What is ServiceNow IT Operations Management?
Built on the Now Platform, the ServiceNow IT Operations Management bundle is designed to help users gain visibility across infrastructure and apps, maintain service health, and optimize cloud delivery and spend.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
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What is ServiceNow IT Operations Management?
ServiceNow IT Operations Management Competitors
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Comparisons
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Reviews and Ratings
(41)Community Insights
- Pros
- Cons
- Recommendations
Easy Navigation and Impressive User Interface: Users have consistently found the platform easy to navigate, praising its impressive user interface. Many reviewers have described the user interface as very good, highlighting its intuitiveness and visually appealing design.
Seamless Integration with Other Tools: The platform's seamless integration with other tools has been highly praised by users. Reviewers appreciate the wide array of integration options available, allowing them to easily connect ServiceNow with their existing software ecosystem.
High Market Share and Wide Adoption: Users have expressed their appreciation for ServiceNow's high market share compared to its peers. This indicates that it is a well-established and widely adopted solution in the industry, instilling confidence among customers in its reliability and effectiveness.
Dull User Interface: Some users have found the user interface of ServiceNow to be dull and feel it could be improved for a better user experience. Several users have experienced frequent stoppages of the mid server, resulting in the undiscovery of configuration items and making it difficult to continue with discovery, service mapping, and other events. A few users mentioned compatibility issues with Hyper-V virtual machines while using ServiceNow. One user mentioned that they would like more options for how they are notified about incidents, tasks, sources, and costs - suggesting email, text or instant messenger notifications. Some users also mentioned bottlenecks at scale causing slowness on the web UI. Additionally, querying large data sometimes took longer and killing a running query was difficult for one user. They also encountered queries expiring which resulted in null data.
Users highly recommend ServiceNow for ticket management, incident management, and service desk operations due to its market-leading position and effectiveness. They emphasize the importance of utilizing the reminder tool in ServiceNow to prevent SLA breaches and creating shortcuts to save time. Additionally, users suggest using filters for efficient ticket management. Lastly, they appreciate ServiceNow's ability to solve ITSM/ITBM/ITOM problems and its straightforward math and reporting capabilities. With a high market share and positive user reviews, ServiceNow is a reliable choice for organizations seeking an efficient and effective solution for their IT management needs.
Reviews
(1-3 of 3)- The centralized dashboard allows us to keep track of production incidents as they come in, and allow us to view and sort them based on severity, making sure it's tracked
- The read/edit access and role granting process is straightforward, meaning that only the right people can change /update the statuses of incidents without unintended consequences
- With AI driven classification, it's easy to track outage impacts
- With the introduction of AIOps, we hope triaging outage impact can become more proactive
- The UI could be greatly enhanced and simplified for daily operations
- ServiceNow API access licenses are usually very limited bottlenecking use cases to build dashboards out from it
- With the regular use of ServiceNow IT Operations Management platform, our incident resolution time has gone down by over 90% over the past year
- Our access and role granting process has been streamlined leading to increased developer hours by around ~90 PM
- With the enablement of AIOps driven impact prediction, we expect an improvement of user communication time by over 90%
ITOM saved my license(s)
We analyze the data and also manage software licenses across the organization.
It serves both IT and Cyber Security as we not only manage licenses but also gain better visibility on users end point allocation.
In addition to that, we consider using the network and services map as part of our change management process.
We do use ServiceNow CAB, and the service map could be a great resource for impact analysis.
- license management
- Integrate with other tools
- Dashboards
- Change Management - impact analysis
- Scan network is limited to their discovery tool, which is costly
- Integration to jamf and ubunto tools
- Agents TCO
- integration to password management tools which are critical for successful scans
ITOM discovery input becomes CI's that can be managed in ITSM ticketing functionality,
ITBM change management (CAB), Service mapping etc.
The Network discovery really depends on their tool, which is a pain...
The server's discovery, relay on predefined IP ranges, so you actually need to know what you're scanning, or what you're looking for, which is a bit of a paradox (because you expect the discovery to tell you that).
This is something we are still debating with and right now have decided to put more focus on software management (licenses in particular) is greater pain.
- Project portfolio
- CAB
- Agile dev
- Saved license allocated to inactive users
- Allow better negotiation
Prioir to that we used JIRA for agile development and SysAid for ticketing.
So we started with converting SysAid. We went live with Vanilla ITSM. Then we could have a basis for ITOM.
However, we needed to migrated from JIRA to ITSM.
Only then we felt mature enough to examine ITOM, which required quite a lot of resources.
You need networking, motoring, IT and Cyber security team members in your project!!
ServiceNow ITOM
- Discovery across our diverse infrastructure of on-prem and cloud solutions and feeds into the CMDB to reduce out of date data
- Service mapping to highlight the CIs associated with business services to help with prioritization
- Event management and AIOps to find and fix problems faster with less human interaction
- Automation tie in with ITSM to help make ticket management easier and faster
- In platform expertise and workflows, so we don't allows have to build everything from scratch.
- Tight integration within ServiceNow (especially ITSM) but also brings information and data in from other sources, so I don't feel we are stuck in a proprietary hole.
- Increased investment in AIOps and automation
- Relatively fast time to value with out-of-the-box capabilities and automation.
- A lot of flexibility in the licensing options which can get overwhelming.
- They are just starting to get into helping with DevOps so I don't have as much experience there but it's a challenge for us.
- Pricing negotiations - although that can be pretty much every vendor.
- AIOps and event management
- Discovery and Service Mapping
- Cloud provisioning
- Eliminated a lot of manual processes with automation and sharing information across team.
- Cleaned up our CMDB from well below 40% accurate to well over 90%.
- AIOps finding anomalies and tying them to service maps.
- BMC Helix ITSM (Remedy) and Splunk IT Service Intelligence (ITSI)