Platform9 Managed OpenStack vs. ServiceNow IT Operations Management

If you're having OnPremise Infrastructure and you want to use OpenStack in that case Platform9 Managed OpenStack is recommended to use it will cut down all the complexities of setting up and managing OpenStack IaaS. Platform9 also offers setting up OpenStack on Cloud Such as AWS, GCP, and Azure but wouldn't recommend using this kind of offering as Openstack performs well when underneath virtualized infrastructure is backed directly hypervisors not cloud providers.

Incentivized

[...] 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

• It removes all the Openstack complexities and provides a simple UI to the end user.
• Reduced the pain of System Administrator and Engineers.
• Highly responsive support.

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.

• User interface and User experience are not upto the mark. UI needs lots of improvements.
• We need to do entire setup from the scratch.
• Nothing as such other than UI Improvements.

Incentivized

• 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

As previously mentioned, the learning curve is pretty steep as there is a lot of "buttons and knobs" in this component.

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

• Platform9 simplified scaling in and out hypervisors now adding capacity takes very less time than other OpenStack environments.
• Platfrom9 Managed Openstack gives us feeling of having our own private cloud!
• It has increased the availability of our infrastructure which resulted lessen downtime on workloads deployed on top of it.
• Overall it benefited us in all means.

Incentivized

• Increased business value: We have managed to eliminate custom solutions and the accompanying infrastructure, lowering the overall cost and effort of managing legacy solutions. Centralizing our service-desk operations within ServiceNow IT Operations Management streamlines licensing and maintenance for increased simplicity and cost savings.
• Reduced service-desk management effort: The automation features we have put in place have decreased the amount of work our helpdesk agents need to do, especially for boring or repetitive tasks. AI and machine-learning capabilities have enhanced inherent decision-making, minimized the risk of human error, and allowed our helpdesk agents to dedicate their time to tasks that require their expertise. For instance, our automation accurately routes incidents 80 percent of the time, resulting in significant time and effort saved.
• Reduced mean time to resolution: As we incorporate new features and update the agent support experience, we are consistently seeing a decrease in resolving incidents. In our pilot project, ServiceNow IT Operations Management Predictive Intelligence lowered MTTR by over 10 percent, on average. Using this data, we are expanding the use of Predictive Intelligence across a larger scope for Global Helpdesk.

Incentivized