Item: ServiceNow IT Operations Management
Rating: 8
Author: Dushyant Pathak

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 and Cons

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

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%

Key Insights

Do you think ServiceNow IT Operations Management delivers good value for the price?

Yes

Are you happy with ServiceNow IT Operations Management's feature set?

Yes

Did ServiceNow IT Operations Management live up to sales and marketing promises?

Yes

Did implementation of ServiceNow IT Operations Management go as expected?

Yes

Would you buy ServiceNow IT Operations Management again?

Yes

Other Software Used

New Relic, Grafana, Elasticsearch

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.

Standard and complete ops management platform for enterprise applications

Overall Satisfaction with ServiceNow IT Operations Management