Great tool! The market leader for a reason!
February 19, 2019
Great tool! The market leader for a reason!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceNow
We are using ServiceNow in a proof of concept that includes the ITOM and ITSM products. We worked with a ServiceNow partner to set up the instance and connect the mid-server required for ITOM to the instance. The product is very powerful and is able to scan the network for devices and provide data on those devices.
- It does a great job building a CMDB based on data scanned by ITOM. We have looked at lots of competing products and they all require a ton of manual interaction to build a CMDB. The ServiceNow product is the most automated solution we have found.
- The ITSM product is best of breed and provides all the bells and whistles including chat and automated actions like password reset and machine reboot.
- The service mapping feature is very nice as it will map the root URL of your applications and create relationships needed to build the visual topology map.
- It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
- The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
- The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
- We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
- The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
- The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.
- Ivanti Service Manager (powered by Heat), Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) and BMC Remedy
ServiceNow leads the industry for a reason, they are simply the best in the space. The tool is modern, hosted, updated regularly, and has over 1000 out of the box connectors for other popular products. The tool really does it all and provides a ton of functionality to end users and technical users alike.