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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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Recent Reviews

TrustRadius Insights

Easy Navigation and Impressive User Interface: Users have consistently found the platform easy to navigate, praising its impressive user …
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ServiceNow ITOM

10 out of 10
May 08, 2021
We use ServiceNow ITOM in addition to our ServiceNow ITSM deployment and it is being used across the entire university. It is the primary …
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Reviewer Pros & Cons

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Pricing

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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

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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 Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(40)

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.

Reviews

(1-3 of 3)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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
  • 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
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.
  • 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%
February 23, 2022

ITOM saved my license(s)

Gal Avraham | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
  • license management
  • Integrate with other tools
  • Dashboards
  • Change Management - impact analysis
  • 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
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.
  • Project portfolio
  • CAB
  • Agile dev
  • Saved license allocated to inactive users
  • Allow better negotiation
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!!
May 08, 2021

ServiceNow ITOM

Score 10 out of 10
Vetted Review
Verified 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 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
  • 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.
  • 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.
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.
  • AIOps and event management
  • Discovery and Service Mapping
  • Cloud provisioning
  • 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.
  • 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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