May 08, 2021
Director in Information TechnologyHigher Education Company, 1001-5000 employees
Score 10 out of 10
Overall Satisfaction with ServiceNow IT Operations Management
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- Discovery across our diverse infrastructure of on-prem and cloud solutions and feeds into the CMDB to reduce out of date data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.
- 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.
Do you think ServiceNow IT Operations Management delivers good value for the price?
Are you happy with ServiceNow IT Operations Management's feature set?
Did ServiceNow IT Operations Management live up to sales and marketing promises?
Did implementation of ServiceNow IT Operations Management go as expected?
Would you buy ServiceNow IT Operations Management again?
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.