Db2 vs. ServiceNow IT Service Management

I have primarily used it as the basis for a SIS - but I have migrated more than a few systems from there database systems to DB2 (Filemaker, MySQL, etc.). DB2 does have a better structural approach, as opposed to Filemaker, which allows for more data consistency, but this can also lead to an inflexibility that can sometimes be counterintuitive when attempting to compensate for the flexibility of the work environment as Schools tend to have an all in one approach.

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We found that ServiceNow's ITSM product is overall a great product to use in all areas of IT. Whether it be Security, Infrastructure, or Networking, nothing is too complicated to bring into ServiceNow for processing. Being able to use flows to automate task creation and auto assign has helped to fill process gaps that existed with our previous product.

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• While we query a large set of data, the results are generally available within a minute or so.
• Always reliable - I have never experienced an application going down.
• It is easy to write queries and find tables and columns.
• We can log in smoothly without any headaches.

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• Integration
• Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
• Reporting. Great store of MIS reports and will let you to create custom reports
• Visual Task Boards - use it as Kanban boards

• Learning curve for DB resources - Improvements to UI or native command line built-ins can help with increasing efficiencies for DB resources
• Better resource utilization monitoring and recommendations
• Continue to adopt support for modern frameworks and languages making it easier for organizations to see making Db2 the easy first choice

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• Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
• Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
• It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
• I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.

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The DB2 database is a solid option for our school. We have been on this journey now for 3-4 years so we are still adapting to what it can do. We will renew our use of DB2 because we don’t see. Major need to change. Also, changing a main database in a school environment is a major project, so we’ll avoid that if possible.

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Excellent rating for exceptional service provided for efficiency and efficient output given by it. It helped both client as well business to coordinate better for the requirements they work. It help to generate reports for real time progress on task. It helps to keep active watch on progress made by all parties

You have to be well versed in using the technology, not only from a GUI interface but from a command line interface to successfully use this software to its fullest.

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The basic actions of creating, updating and tracking requests is easy to udnerstand and use. Only a short onboarding training is needed to train the users of how to use it properly. However, the UI/UX experience can feel bloated with the many options it offers when you start to customize the tool to your company needs. It is also not the best looking user interface compared to more modern web applications.

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I have never had DB2 go down unexpectedly. It just works solidly every day. When I look at the logs, sometimes DB2 has figured out there was a need to build an index. Instead of waiting for me to do it, the database automatically created the index for me. At my current company, we have had zero issues for the past 8 years. We have upgrade the server 3 times and upgraded the OS each time and the only thing we saw was that DB2 got better and faster. It is simply amazing.

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We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.

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The performances are exceptional if you take care to maintain the database. It is a very powerful tool and at the same time very easy to use. In our installation, we expect a DB machine on the mainframe with access to the database through ODBC connectors directly from branch servers, with fabulous end users experience.

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For a massive system, page loads are reasonably quick, including searches.

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Easily the best product support team. :) Whenever we have questions, they have answered those in a timely manner and we like how they go above and beyond to help.

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I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.

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the material was very clear and all subjects have been handled

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To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.

db2 work well with the application, also the replication tool can keep it up

While implementation the focus always should be on customizing features which are out of box to minimize the debts following the main features like Incidents, Requests, Change & Problem Statement. It should be strictly ensured to maintain right data quality, eliminating any duplicates or wrong workflows and incorrect reportings. Strong security and goverance to be implemented.

DB2 was more scalable and easily configurable than other products we evaluated and short listed in terms of functionality and pricing. IBM also had a good demo on premise and provided us a sandbox experience to test out and play with the product and DB2 at that time came out better than other similar products.

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Having used other ticketing/asset tools in the past with other companies. This time, we opted for ServiceNow, primarily because of the company's scale. Once you start hiring a lot of employees, you need a robust tool with some maturity. We wanted to split the IT team into back-office and front-office teams. We needed proper permissions and auto-escalation. Also, approval flows for certain requests (mostly hardware and file access requests). All of this is part of the standard ServiceNow package. Some of the cheaper alternatives we felt were more suited for very small businesses or teams.

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By
using DB2 only to support my IzPCA activities, my knowledge here
is somewhat limited.

Anyway,
from what I was able to understand, DB2 is extremely scallable.

Maybe the information below could serve as an example of scalability.

Customer have an huge mainframe environment, 13x z15 CECs, around
80 LPARs, and maybe more than 50 Sysplexes (I am not totally sure about this
last figure...)

Today
we have 7 IzPCA
databases, each one in a distinct Syplex.

Plans
are underway to have, at the end, an small LPAR, with only one DB2 sub-system,
and with only one database, then transmit the data from a lot of other LPARs,
and then process all the data in this only one database.

The
IzPCA collect process (read the data received, manipulate it, and insert rows
in the tables) today is a huge process, demanding many elapsed
hours, and lots of CPU.

Almost
100% of the tables are PBR type, insert jobs run in parallel, but in 4 of the 7
database, it is a really a huge and long process.

Combining
the INSERTs loads from the 7 databases in only one will be impossible.......,,,,

But,
IzPCA recently introduced a new feature, called "Continuous
Collector".

By
using that feature, small amounts of data will be transmited to the central
LPAR at every 5 minutes (or even less), processed immediately,in
a short period of time, and with small use of CPU,
instead of one or two transmissions by day, of very large amounts of data and
the corresponding collect jobs occurring only once or twice a day, with long
elapsed times, and huge comsumption of CPU

I
suspect the total CPU seconds consumed will be more or less the same in
both cases, but in the new method it will occur in small bursts
many times a day!!

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ServiceNow works as an enterprise solution.

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• Negative: Difficult and manual deployment
• Negative: Missing assistants from common monitoring metrics
• Positive: Stability
• Positive: Performance
• Positive: Resiliency and high availability (HADR)
• Positive: Data Replication (Q-Rep)
• Positive: Interaction with storage subsystems for backups (TSM, SVC)
• Positive: Gigantic monitoring features in the form of table functions

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• Personally as an end-user, I feel like my issues have been resolved more quickly/don't tend to get as lost when using previous tools.
• Having a centralized place where all questions are asked and all issues are resolved means I don't have to spend time searching for the appropriate team. I can just create a ticket and it's channeled to the appropriate team for me.

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