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ServiceNow IT Operations Management

ServiceNow IT Operations Management

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.

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Learn from top reviewers

ServiceNow IT Operations Management - The Right Tool For The Right Job

Rating: 10 out of 10
October 31, 2024
IncentivizedVetted ReviewVerified User
We use ITOM to understand our infrastructure, both on-prem and in the cloud. There are a few business cases that we utilize this software for. However the primary usage would ...
Continue reading
Verified user
Analyst
ServiceNow IT Operations Management1 year of experience

Modernizing Help Desk experience with ServiceNow IT Operations Management

Rating: 9 out of 10
October 30, 2024
IncentivizedVetted ReviewVerified User
ServiceNow IT Operations Management refers to the processes that IT employs to oversee services, assistance, and implementation in order to establish uniformity, service quali...
Continue reading
Andrei Gug
Contributor - Information Technology
Major Incident Manager
Roche
ServiceNow IT Operations Management5 years of experience

Standard and complete ops management platform for enterprise applications

Rating: 8 out of 10
January 3, 2024
IncentivizedVetted ReviewVerified User
We use ServiceNow IT Operations Management to coordinate with business application monitoring, incident resolution and communication and access control. Our enterprise applica...
Continue reading
Dushyant Pathak
Engineer - Information Technology
Software Engineer
Deutsche Bank
ServiceNow IT Operations Management3 years of experience

ITOM saved my license(s)

Rating: 9 out of 10
February 23, 2022
IncentivizedVetted ReviewVerified User
We use it to scan the network, across specific segments, however, we decided to abandon nodes collection by discovery tool, and instead, we collect data from sccm and JAMF and...
Continue reading
Gal Avraham
Director - Information Technology
Manager, IT and Information Security Division
NSO Group
ServiceNow IT Operations Management3 years of experience

ServiceNow ITOM

Rating: 10 out of 10
May 8, 2021
Vetted ReviewVerified User
We use ServiceNow ITOM in addition to our ServiceNow ITSM deployment and it is being used across the entire university. It is the primary platform for our IT Ops team. The key...
Continue reading
Verified user
Director
ServiceNow IT Operations Management7 years of experience
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Pricing

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ServiceNow IT Operations Management

ServiceNow IT Operations Management

N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

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Alternatives Pricing

ExtraHop Performance Platform

ExtraHop Performance Platform

$5.04
Per Hour
What is ExtraHop Performance Platform?

ExtraHop in Seattle, Washington offers an IT operations analytics platform via the ExtraHop Performance Platform, providing a dynamic, real-time view of all transactions in the IT environment, every team from NetOps to SecOps can spot and solve problems fast.

Liongard

Liongard

$29
per month per customer environment
What is Liongard?

Liongard is an IT automation and analytics platform for MSPs, designed to unlock the intelligence hidden deep within IT systems to give MSPs an operational advantage that delivers both higher profits and an exceptional customer experience, providing automatic documentation of customers' systems and…

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Product Details

What is ServiceNow IT Operations Management?

ServiceNow IT Operations Management is a solution to help move IT operations from a reactive team to one that works intelligently for the business. Designed so users gain visibility across infrastructure and apps, maintain service health, and optimize cloud delivery and spend.

ServiceNow IT Operations Management Competitors

ServiceNow IT Operations Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Splunk IT Service Intelligence (ITSI) and IBM Cloud Pak for AIOps are common alternatives for ServiceNow IT Operations Management.

The most common users of ServiceNow IT Operations Management are from Enterprises (1,001+ employees).
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Comparisons

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Reviews From Top Reviewers

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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.

View all reviews
(1-5 of 5)

Modernizing Help Desk experience with ServiceNow IT Operations Management

Rating: 9 out of 10
Incentivized
October 30, 2024
AG
Andrei Gug
Major Incident Manager
Roche (Pharmaceuticals, 10,001+ employees)
Vetted Review
Verified User
ServiceNow IT Operations Management
5 years of experience
View profile
Use Cases and Deployment Scope
ServiceNow IT Operations Management refers to the processes that IT employs to oversee services, assistance, and implementation in order to establish uniformity, service quality, and dependability. IT teams usually have management departments that develop policies on managing and resolving services and support. These policies and procedures are designed to address the needs of both the client and the organization and comply with SLAs.
Pros
  • Predict issues
  • Minimize user impact
  • Automate workflows across teams
Cons
  • Limited visibility
  • Too much noise
  • Slow reporting
Likelihood to Recommend
[...] 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.
Return on Investment
  • 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.
Usability
8
ServiceNow IT Operations Management assists your organization in actualizing proactive operations by anticipating issues before they affect users or the business, averting problems, streamlining workflows, and revolutionizing how your teams work together. ServiceNow IT Operations Management solutions offer actionable insights for your infrastructure, enabling you to utilize pre-built capabilities to accelerate value delivery and maintain 24/7 digital service operations across your entire IT environment.
Other Software Used

ServiceNow IT Operations Management - The Right Tool For The Right Job

Rating: 10 out of 10
Incentivized
October 31, 2024
Verified User
Analyst in Information Technology
Insurance Company, 1001-5000 employees
Vetted Review
Verified User
ServiceNow IT Operations Management
1 year of experience
Use Cases and Deployment Scope
We use ITOM to understand our infrastructure, both on-prem and in the cloud. There are a few business cases that we utilize this software for. However the primary usage would the using ServiceNow Discovery to map out our server infrastructure. We also utilize the ability to map out our applications which service both the business and IT.
Pros
  • Automated discovery
  • Network / application mapping
  • Administration
Cons
  • The learning curve is pretty steep. Training modules on this would certainly help
Likelihood to Recommend
It is very well suited to situations where you need to map out both your server infrastructure as well as application landscapes
Return on Investment
  • 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
Usability
8
As previously mentioned, the learning curve is pretty steep as there is a lot of "buttons and knobs" in this component.
Alternatives Considered
I find from terms of how each product functions vs the above, that they both are very similar. Scheduled scans, maintenance and the ability to configure what you're concerned about. Both tools really have what you need.
Other Software Used

Standard and complete ops management platform for enterprise applications

Rating: 8 out of 10
Incentivized
January 03, 2024
DP
Dushyant Pathak
Software Engineer
Deutsche Bank (Financial Services, 10,001+ employees)
Vetted Review
Verified User
ServiceNow IT Operations Management
3 years of experience
Use Cases and Deployment Scope
We use ServiceNow IT Operations Management to coordinate with business application monitoring, incident resolution and communication and access control. Our enterprise applications catering to thousands of users are onboarded onto ServiceNow IT Operations Management and any downtime with the application can be tracked using the ServiceNow IT Operations Management dashboard. With the help of ServiceNow IT Operations Management, we're able to stay on top of production incidents and have a streamlined process of access control.
Pros
  • 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
Cons
  • 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
Likelihood to Recommend
ServiceNow IT Operations Management is critical for high impact high uptime enterprise applications where an outage of a certain service could impact multiple others leading to revenue loss. At the same time, situations where user incident resolution needs to be tracked at multiple levels. It's an overkill for lean teams, where often a user can directly reach out to the team and get a bug fixed.
Return on Investment
  • 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%
Other Software Used

ITOM saved my license(s)

Rating: 9 out of 10
Incentivized
February 23, 2022
GA
Gal Avraham
Manager, IT and Information Security Division
NSO Group (Information Technology & Services, 501-1000 employees)
Vetted Review
Verified User
ServiceNow IT Operations Management
3 years of experience
View profile
Use Cases and Deployment Scope
We use it to scan the network, across specific segments, however, we decided to abandon nodes collection by discovery tool, and instead, we collect data from sccm and JAMF and other scanners and discovery tools we have.
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.
Pros
  • license management
  • Integrate with other tools
  • Dashboards
  • Change Management - impact analysis
Cons
  • 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
Likelihood to Recommend
ServiceNow is an integrated package.
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.
Most Important Features
  • Project portfolio
  • CAB
  • Agile dev
Return on Investment
  • Saved license allocated to inactive users
  • Allow better negotiation
Alternatives Considered
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!!
Other Software Used

ServiceNow ITOM

Rating: 10 out of 10
May 08, 2021
Verified User
Director in Information Technology
Higher Education Company, 1001-5000 employees
Vetted Review
Verified User
ServiceNow IT Operations Management
7 years of experience
Use Cases and Deployment Scope
We use ServiceNow ITOM in addition to our ServiceNow ITSM deployment and it is being used across the entire university. It is the primary platform for our IT Ops team. The key business problems it addresses are:
  • 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
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
We have taken advantage of the single platform for different IT disciplines over the past few years and now we are doing more and more with the integrations. Our teams are looking at the same information which stops the blame game a lot. Their newest AIOps has been a very nice surprise as we've tried another tool for about 2 years and it required us to hire outside consultants to try and build what we needed. So far, ServiceNow found a lot of things we didn't know to look for. It's not perfect in fixing everything, but really has provided a lot of visibility and troubleshooting.
Most Important Features
  • AIOps and event management
  • Discovery and Service Mapping
  • Cloud provisioning
Return on Investment
  • 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.
Alternatives Considered
  • BMC Helix ITSM (Remedy) and Splunk IT Service Intelligence (ITSI)
BMC was our legacy system before deploying ServiceNow. It's time had passed for us as it couldn't really keep up with our move to cloud and the number of services we were using. The cost kept getting higher, especially with all of the customization we had to do. Over the years, just got unwieldy. We still use Splunk for raw data and log analysis, but we upgraded to ServiceNow event management and the Loom system log analytics. We had Loom before ServiceNow bought them, but it's nice it's all on one platform for us. Splunk at times had so much info, we didn't know where to start, but ServiceNow gives us a great starting point.
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