IBM Concert vs. ServiceNow IT Operations Management

[...] is changing the way our internal support staff (not only in the IT field) work and enhancing the experience for employees seeking IT assistance through ServiceNow IT Operation Management. We have moved the usual and personalized IT tools and functions from [...] service-desk to ServiceNow IT Operations Management. These advancements have sparked innovation in various aspects of our IT support management, such as enhancing accessibility, managing incidents, optimizing IT workflows and procedures, enforcing service level agreements (SLAs), incorporating AI/ML technology, utilizing virtual agents, streamlining automation, and sharing knowledge throughout the support team via data visualization, monitoring, and reporting. In brief, our collaboration with ServiceNow IT Operations Management is enhancing the effectiveness of our internal system and benefiting our shared clients.

Incentivized

• 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.

• 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

Incentivized

We achieved in financial what we are aiming for, as our targets are fulfilled, we solved many issues using ServiceNow, Creation of knowledge article improved, Ticket system got customized, overall survey from the customer is 4 out of 5, customization is done without any hustle and integration was very easy.

Incentivized

We wanted it integrated with ITSM and ITBM. 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!!

Incentivized

• Makes it MUCH easier to understand impact between application and server
• Makes it easier to understand impact from a change and what all it affects

Incentivized