ServiceNow IT Operations Management Reviews

“Wonderful service discovery feature”

Pros

It works really well when there's a need to track configuration items such as laptops, servers, networking devices software and pretty much any other asset. The standout feature for me is service discovery since it automatically finds all the virtual machines in our cloud environment and brings them into ServiceNow. That makes it much easier to monitor them, keep inventory accurate and stay on top of performance.

Cons

At times, it can feel confusing because the platform is so broad. Configuration items also have to be mapped carefully using dependency maps and relationship CI editors so keeping everything structured correctly takes extra attention.

“end-to-end visibility”

Pros

Having end-to-end visibility across the entire IT infrastructure in one platform is a big advantage. It gives organizations a way to spot issues proactively, cut down on downtime and automate operational workflows with AI-driven insights and event management.

Cons

The platform pulls in data from multiple sources but IRE is not enforced across every integration and that can lead to problems over time.

“Top-tier IT Operations Management platform”

Pros

Over the years, this IT Operations Management platform has come a long way. The added out-of-the-box patterns and probes have made deployment faster and helped speed up CMDB setup. Its visibility, monitoring and log analytics features, together with event management and service mapping, are the pieces that really create confidence in the CMDB as a reliable single source of truth for customers. At the same time, it does need proper administration to avoid issues so ongoing improvement and continued workflow development are still necessary to fully support the business case. Even with that, the platform connects these capabilities in a very cohesive way.

Cons

Licensing and subscription management for ITOM still depends too much on account executives. The newer workspaces come with an improved interface and some genuinely useful functionality but their response time still needs to be faster.

“better teamwork”

Pros

It helps teams collaborate better across the organization.

Cons

Training can take time for people who aren't already familiar with the platform.

“powerful IT operations toolkit”

Pros

It covers IT operations really well and includes all the essential capabilities you'd expect.

Cons

The features keep improving so there really aren't any notable distractions or issues to point out.

“Solid reporting”

Pros

The platform is very user-friendly and the reporting capabilities are one of its strongest points. It works really well overall although it is expensive.

Cons

Getting the security team onboarded is not very simple and that creates problems. It ends up causing quite a few delays.

“connected IT operations”

Pros

Having CMDB, change management and service tickets tied together in one platform is a big advantage. Since everything is already connected, it also has strong potential to work well with AI tools.

Cons

If the goal is to make it the official source of truth for the entire IT organization, getting ITOM to a reliable baseline that includes all of our systems is still challenging.

“Flexible system”

Pros

The platform is user-friendly and flexible enough to be configured around our specific needs which has been a big plus.

Cons

Setting it up took longer than expected and we would have benefited from more guidance on how to fully unlock and optimize the available features.

“Happy with it”

Pros

Creating CI relationships has been really helpful for improving MTTD and making response times better.

Cons

At this point I don't have any real complaints. I've been happy with the service mapping and discovery features.