ServiceNow IT Operations Management Reviews & Product Details

I really appreciate the flexibility and robustness of the platform. Having worked with many ITSM tools throughout my career, I can confidently say that ServiceNow is the most effective and well-designed solution I’ve used. One of my favourite features is the Dashboard, which makes it easy to present clear, meaningful information to different audiences. Review collected by and hosted on G2.com.

What I like least is that, depending on how certain service elements are configured internally, it can introduce unnecessary bureaucracy for end users. However, this is not a limitation of the tool itself, but rather a result of internal business processes. Review collected by and hosted on G2.com.

This is a best solution on the market to fulfill the ultimate goal of having a service-aware CMDB populated by ITOM Visibility. While competition exist, the significant difference is ability to create relationships between CIs and to upstream service that the infra components contribute to deliver. ITOM Health serves to detect service-impacting issues from the monitoring and to determine the real root cause and impact leveraging the topology in the CMDB. Again, while competition exist, this is the most accomplished and integrated solution that natively connects to ITSM processes, the best yet I have seen in my career. Review collected by and hosted on G2.com.

The price is a hesitate factor for sure, but can be outweighted by savings from limiting outages and saving human labour. Not easy to implement too but again stands well compared to the other solutions. Review collected by and hosted on G2.com.

I really like how ServiceNow IT Operations Management allows me to see all the dashboards right in front of me. It presents all the information straight to me in one accessible view, which I find incredibly helpful. I enjoy the ability to click through and easily open tickets that are assigned to my team. This feature streamlines my workflow considerably, helping me manage my tasks more efficiently. Having all the information available at once without needing to search through multiple areas is a standout feature for me. The ability to have everything consolidated makes my work much easier and more straightforward. Review collected by and hosted on G2.com.

I dislike how difficult navigation can be on ServiceNow IT Operations Management. The user interface feels very cumbersome and unattractive, making it challenging to find what I need quickly. Having separate dashboards for tasks and subtasks adds to the complexity since I prefer having everything in one place. This often results in me needing multiple tabs open to manage related subtasks, which I find inefficient. Additionally, the vast majority of functions seem unnecessary for my use case, cluttering the interface rather than enhancing it. Review collected by and hosted on G2.com.

I have found ServiceNow IT Operations Management remarkably user-friendly and easy to access. It's been a crucial tool in my daily IT processes, particularly within the healthcare industry. The setup was very straightforward, which saved me a lot of time and effort. I appreciate how it streamlines incident management, service request management, problem management, and change management, making my day-to-day activities much more manageable. The platform's features, like the SOW, workspace, the now versus feature, and instant summarization, are incredibly practical and beneficial. The entire IKSM processes through ServiceNow are convenient to use, ensuring everything from logging in to ticket handling is smooth and efficient. These features and the overall ease of use and convenience are reasons why I would buy it again and recommend it to others. Review collected by and hosted on G2.com.

I find that ServiceNow IT Operations Management could be more cost-effective. Review collected by and hosted on G2.com.

I like the way ServiceNow IT Operations Management structures its products for Visibility as it provides a logical and intuitive organization that really makes sense. Additionally, I appreciate how the products work well together, creating a seamless and efficient ecosystem that enhances operational effectiveness and helps me achieve my objectives with greater ease. Review collected by and hosted on G2.com.

I don't like how Discovery is complicated to implement and its security concerns. The initial setup process is very complicated, which makes it challenging to get started smoothly. I would prefer a better implementation of JEA to ensure it works for all patterns, and there's a need to rewrite everything in patterns from WMI to PowerShell. Review collected by and hosted on G2.com.

ServiceNow is a reliable and user-friendly platform that empowers organizations to streamline their operations and improve service delivery across various departments. Its consistent performance and cloud-based infrastructure ensure minimal downtime, making it a dependable solution for critical business functions. The platform is designed with ease of use in mind, featuring an intuitive interface, customizable dashboards, and low-code tools that require little to no technical expertise, allowing users to navigate and perform tasks efficiently. Additionally, ServiceNow offers mobile accessibility and seamless integration with other systems, enhancing flexibility and productivity for both in-office and remote teams. Overall, its combination of reliability, simplicity, and scalability makes ServiceNow a valuable asset for modern businesses seeking to automate workflows and improve user experiences. Review collected by and hosted on G2.com.

it also has some downsides that organizations should consider. One of the main drawbacks is its high cost, especially for small to mid-sized businesses, as licensing, customization, and maintenance expenses can add up quickly. Additionally, while the platform is user-friendly once configured, the initial setup and customization can be complex and may require skilled developers or consultants. Some users also report that performance can slow down with heavy data loads or complex workflows. Lastly, frequent updates—while important for security and features—can sometimes cause compatibility issues with existing customizations, requiring additional maintenance and testing efforts. Review collected by and hosted on G2.com.

I started as a complete newbie on the platform, but I didnt have a hard time adapting to its features. I was able to quickly learn how to manage tickets, requests, incidents, and more on ServiceNow.

ServiceNow helps streamlines related tickets, making it easier to track and resolve issues efficiently. Integrating ServiceNow with internal applications improved how management monitors and approves changes and ensures that every step, from implementation and scheduling to testing and outages, is well documented.

As I grew more familiar with the platform, I was able to assist many customers effectively using its notification features and detailed ticket history is also great for understanding the full lifecycle of a ticket, which helps prevent repeated problems and improves resolution quality.

Overall, ServiceNow has been a great tool in my development and in delivering better support with my role and for the management. Review collected by and hosted on G2.com.

One think that I can think of right now is sometimes the UI is a bit cluttered for beginners. I do have experience with UI and quite techy but for a complete new users for the applications like business users, it might be a bit hard. They most of the time forgot to fill out some details and have to communicate or reach out to them to have all informations correct but aside from that, its an overall strong tool for the management and as a ticketing system Review collected by and hosted on G2.com.

The discovery of our assets and their association with applications, as well as the complete dependency mapping service, is currently part of our roadmap. We are also focused on maintaining all IT assets and configuration items, keeping them up to date through ongoing discovery. Review collected by and hosted on G2.com.

Discovery is straightforward enough, but moving on to the next steps can be challenging since they demand more technical expertise. It's also not possible to maintain these steps with the official ServiceNow developer at all times. Review collected by and hosted on G2.com.

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.

ServiceNow ITOM is great because it automates discovery and service mapping, provides end-to-end visibility, uses AI for event correlation and proactive issue resolution, and simplifies multi-cloud management. It also integrates seamlessly with ITSM for workflow automation and faster remediation. Review collected by and hosted on G2.com.

ServiceNow ITOM can be complex to implement, requires significant configuration and expertise, and its licensing costs are high. Some users also find performance issues with large-scale environments and integration challenges with non-ServiceNow tools. Review collected by and hosted on G2.com.