ServiceNow IT Operations Management Reviews and Ratings

Use Cases and Deployment Scope

As someone who bridges the gap between core infrastructure and the contact center, I’ve found ServiceNow ITOM to be the "secret sauce" for moving away from constantly fighting fires as they arise. While most teams use ServiceNow just for the help desk (ITSM), the ITOM suite is what actually lets the contact center stay ahead of technical outages by having an easy overview of platform health. It’s not just a simple tool; it’s an insurance policy for your Customer Experience.

Likelihood to Recommend

If you’re integrating with a CCaaS platform, don't just stop at "Ticket Sync." Focus on the Service Mapping. Knowing which technical components support which "Customer Journeys" is the biggest value-add you can provide to your customers' businesses. Trust me, they will know the value added.

Use Cases and Deployment Scope

We used ServiceNow as our ITIL platform for incident, change, problem, and release management practices. We also use ServiceNow as our knowledge base for reporting, including a dashboard, and we use the API to export the data. We also use ServiceNow CMDB as our data source. ServiceNow also allows our customers to open incidents and requests through their dedicated portal.

Likelihood to Recommend

ServiceNow IT Operations Management is well-suited for incident management, serving as a proactive, intelligent engine that enhances the incident response time. It suits teams that need to move away from reactive troubleshooting by leveraging AI and machine learning to analyze events, predict potential issues, and reduce "noise" (false positives). It is well-suited to improving the accuracy of the Configuration Management Database (CMDB), as its discovery and mapping capabilities automatically identify infrastructure components and their dependencies, reducing manual errors.

Use Cases and Deployment Scope

The SNOW ITOM is used mainly for below use cases: 1) Discovery of assets 2) Service mapping - apps to low level (till servers) 3) Reporting data 4) Comliance requirements We are exploring other features that can be leveraged (we know of them) in the coming future. Once the vanila implementation is now in place, work is progressing with next set of feature activation.

Likelihood to Recommend

ServiceNow ITOM (IT Operations Management) is a suite of

tools to enhance IT operations and transition from reactive to proactive

service management. It allows organizations to gain visibility into IT

infrastructure, automate workflows to increase efficiency and minimize impact.

ITOM is often used alongside ITSM (IT Service Management) to enhance overall IT

maturity.

ServiceNow ITOM includes several key modules that helps to

provide comprehensive IT operational services. We started with below ones:

1) Discovery of assets

2) Service mapping - apps to low

level (till servers)

3) Reporting data

4) Compliance requirements

Use Cases and Deployment Scope

In my org we are using ServiceNow for automation of IT access where if any new or existing user specific access then the service is working very fast and accurate in the form of ticket management system. User raised a ticket via ServiceNow, select the application and access as per the customization and bingo automation designed in the way to assign it asap without any manual work.

Likelihood to Recommend

Ticket creation function you don't need to arrange many things as few things are customizable according to your org, Another main thing is customization and integration is part is easy compare to other application available in the market, We can create our own page too if we don't standard template.

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.

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

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.

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.

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.

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.

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.

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.

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:

<ul><li>Discovery across our diverse infrastructure of on-prem and cloud solutions and feeds into the CMDB to reduce out of date data</li><li>Service mapping to highlight the CIs associated with business services to help with prioritization</li><li>Event management and AIOps to find and fix problems faster with less human interaction</li><li>Automation tie in with ITSM to help make ticket management easier and faster</li></ul>

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.