Datadog vs. ServiceNow IT Operations Management

A one-stop solution for everything you need. Multiple functionalities are tailored to meet specific business needs. Logs are essential for any business, and Datadog manages logs effectively. Rum sessions are something new to me and have given us a new perspective on how to reverse engineer issues that we see for our customers.

Incentivized

[...] is changing the way our internal support staff (not only in the IT field) work and enhancing the experience for employees seeking IT assistance through ServiceNow IT Operation Management. We have moved the usual and personalized IT tools and functions from [...] service-desk to ServiceNow IT Operations Management. These advancements have sparked innovation in various aspects of our IT support management, such as enhancing accessibility, managing incidents, optimizing IT workflows and procedures, enforcing service level agreements (SLAs), incorporating AI/ML technology, utilizing virtual agents, streamlining automation, and sharing knowledge throughout the support team via data visualization, monitoring, and reporting. In brief, our collaboration with ServiceNow IT Operations Management is enhancing the effectiveness of our internal system and benefiting our shared clients.

Incentivized

• Create Dashboards as per application, environments, and Custom metrics in one panel.
• Log aggregation, one-stop Application monitoring tools for the whole infrastructure.
• Playbooks, SLA definition, success and error quotas, request visualizations.
• DB monitoring, Serverless stack monitoring.
• Alerting of Production incidents so we can quickly resolve the issues on time.

Incentivized

• 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

Incentivized

• Alert windows cause lag in notifications (e.g. if the alert window is X errors in 1 hour, we won't get alerted until the end of the 1 hour range)
• I would appreciate more supportive examples for how to filter and view metrics in the explorer
• I would like a more clear interface for metrics that are missing in a time frame, rather than only showing tags/etc. for metrics that were collected within the currently viewed time frame

Incentivized

• Scan network is limited to their discovery tool, which is costly
• Integration to jamf and ubunto tools
• Agents TCO
• integration to password management tools which are critical for successful scans

Incentivized

Datadog's user interface is quite friendly and easy to navigate. With menus clearly categorized, and ability to bookmark important dashboards, one can easily find what they're looking for. For dashboards, ability to move and resize visualizations and group them, is really helpful to organize dashboards. Automatic suggestions from Datadog for important visualizations based on the metrics and logs would provide another level of ease of use.

Incentivized

ServiceNow's IT Operations Management (ITOM) includes
features such as discovery, service mapping, event management, automation, and
a user interface designed to be navigable. Users can bookmark important areas
for quick access. Provides very good visibility of assets. The UI is little
difficult but once got used to is very good to use.

Incentivized

The support team usually gets it right. We did have a rather complicate issue setting up monitoring on a domain controller. However, they are usually responsive and helpful over chat. The downside would be I don’t think they have any phone support. If that is important to you this might not be a good fit.

Incentivized

I selected Datadog because of its features and the wide range of integration support. As I already told it supports more that 600+ integrations which helps and organization to keep everything in a single place and also its AI feature which is reducing the time for root cause analysis. Its custom dashboards features which helps us to visualize the data in a more attractive way.

Incentivized

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.

• Saved us (time & money) from developing our own monitoring utilities that would pale in comparison
• Alerts allow us to remedy issues before our customers even know about them
• Tracking resource usage over time allows us to better plan for future needs, before it becomes a pain-point.

Incentivized

• Saved 20% time than last year for customer issues management
• Estimated time of resolving issue increased
• Nearly 1000+ article got created on 1 year

Incentivized