ServiceNow IT Operations Management Reviews & Product Details

The ability to provide a clear view of IT infrastructure, it assists in promptly identifying and resolving issues before they affect users, I also like how SNOW can easily reduce manual work through automating tasks improving efficiency. Review collected by and hosted on G2.com.

When setting up SNOW and customizing it for new users to fit their needs it isn't exactly an intuitive tool it is a very complex system that can be time consuming. Review collected by and hosted on G2.com.

We have tried several times, with other platforms, to implement ITOM. All the previous attempts were either unsuccessful, or did return any value for the investment. Immediately after getting Discovery and Service Mapping up, we have started to see dramatic improvements in several areas, the largest being the insights to the change management process. The success in the early parts of the implementation have pushed us further into adopting more of the ITOM offerings. Review collected by and hosted on G2.com.

We have not experienced any downsides, yet. We are very fresh in the implementation, but we did not have any issues that have delayed or sidetracked us. Review collected by and hosted on G2.com.

Service Now CMDB is the perfect platform and vehicle to push our organization past historical barriers. Asset Management, Security and Comprehensive change management initiatives create a constellation of tasks, due diligence and roll up your sleeves work that is impossible to navigate in an organization with constant growth. The ability to discover our assets and map them with minimal effort helps us navigate the constellation and accelerates deliverables in many disparate initiatives that need this foundational metadata. Service Now increases our delivery curve bring multiple products forward at once. Review collected by and hosted on G2.com.

Additional licensing required for Discovery. Review collected by and hosted on G2.com.

ServiceNow does an excellent job with the UI and navigation. It is very easy to get new user's up to speed on where to find the most important pieces of their day to day. You can easily save or bookmark the important pieces for quick reference. As a day to day user I enjoyed using ServiceNow and found it made work quick and efficient. Review collected by and hosted on G2.com.

ServiceNow could be overwhelming at times when looking deeper into the apps features or hierarchies. I only reached this level of confusion once I took over as a team lead and needed to look deeper into the functionality. Review collected by and hosted on G2.com.

ITOM provides a seamless way for our IT professionals to collaborate and respond quickly to company needs. With ITOM we not only have a way to create visibility to our IT Tier 1 support team, but also provides dashboards and analytics to the management team allowing them to make real time decisions. Review collected by and hosted on G2.com.

Some things are more difficult to configure or needs greater hands on experience to customize the platform to the companies needs. Review collected by and hosted on G2.com.

Having all our IT processes together and being able to run Change, Incident, Requests with our CMDB is the way to ensure we have visibility of what is happening in our IT environment.

I like the versatility and the possibility to automate workflows and customize them to fit our needs.

Integrations are easy to implement, and ServiceNow customer support is usually very easy to use and it has a huge amount of documentation. Review collected by and hosted on G2.com.

I would say that it comes with many features which take time to adopt, and in the other hand some features require a higher level of entitlement.

The licensing for users is too expensive and the fact that every user to do some tasks requires ITIL license makes it complicated to implement some features. Review collected by and hosted on G2.com.

The most powerful aspect if the ITOM solution is the relational data that is collected. It’s not just a “flat list” of devices. It also provides information on how these devices are connected and related giving great insight into dependency factors that are not always “well known” or shared by the folks that implemented the solution. It gives a wholistic picture of the IT landscape allowing for greater risk analysis and root cause analysis. Review collected by and hosted on G2.com.

Discovery of some network devices are not classified properly, and altering these/configuring them to discover properly is not always a “straightforward” process. Review collected by and hosted on G2.com.

IT Operations Management enables you to understand your estate at an intimate level. This enables us to be more proactive in our support of our colleagues at the University. It also enables us to help keep our kit up to date and replace them before issues occur. Review collected by and hosted on G2.com.

The cost :(

If we could have a discounted rate in HE (I know we do already, but a bigger one would be amazing) Review collected by and hosted on G2.com.

ServiceNow ITOM provides unparalleled visibility and control across the entire IT estate. The Discovery and Service Mapping capabilities ensure accurate CMDB health, while Event Management and AIOps enable proactive issue detection and automated remediation. The platform's ability to break down silos and align IT services with business priorities is a game-changer for operational efficiency. Review collected by and hosted on G2.com.

Initial setup and configuration can be complex without experienced resources. The power of the platform is vast, but it requires strong governance and alignment with internal processes to maximize value. However, once properly implemented, it delivers exceptional outcomes. Review collected by and hosted on G2.com.

ITOM offers a great way to bring transparency and fluidity to your organization. The ability to automate and run reports/Dashboards helps to create visibility to the pain points the organization is experiencing and also what the strong areas are. It helps to drive productivity and enhance efficiency. Review collected by and hosted on G2.com.

It would be nice to click and have things auto-populate, like Discovery but for ITOM. Connecting the dots we don't necessarily remember. Review collected by and hosted on G2.com.