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ServiceNow IT Operations Management

Score9 out of 10

45 Reviews and Ratings

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What is ServiceNow IT Operations Management?

Built on the Now Platform, the ServiceNow IT Operations Management bundle is designed to help users gain visibility across infrastructure and apps, maintain service health, and optimize cloud delivery and spend.

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Categories & Use Cases

Who Buys & Uses ServiceNow IT Operations Management

ServiceNow IT Operations Management Reviews

What users are saying about ServiceNow IT Operations Management.
View all ServiceNow IT Operations Management reviews

Leading IT management tool

Incentivized
Verified User
Team Lead in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

In my org we are using ServiceNow for automation of IT access where if any new or existing user specific access then the service is working very fast and accurate in the form of ticket management system. User raised a ticket via ServiceNow, select the application and access as per the customization and bingo automation designed in the way to assign it asap without any manual work.

Pros

  • New employee onboarding
  • Automation access task
  • Knowledge article

Cons

  • AI for ticket logging
  • Knowledge article
  • report limitation

Return on Investment

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

Usability

Alternatives Considered

Salesforce Service Cloud and Microsoft SharePoint

Other Software Used

Salesforce Service Cloud, Microsoft SharePoint, Slack, Microsoft Teams, Snagit

SNOW ITOM - Excellent module for IT Ops from SNOW

Incentivized
Verified User
Professional in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

The SNOW ITOM is used mainly for below use cases: 1) Discovery of assets 2) Service mapping - apps to low level (till servers) 3) Reporting data 4) Comliance requirements We are exploring other features that can be leveraged (we know of them) in the coming future. Once the vanila implementation is now in place, work is progressing with next set of feature activation.

Pros

  • Discovery of assets
  • Service mapping
  • Comliance
  • Reporting data feed

Cons

  • ease of customisation
  • annual cost of the module too high
  • Learning new features - quick help is difficult to find

Return on Investment

  • Discovery of assets to enhance visibility of assets
  • Service mapping - again to provide right visibility

Usability

Alternatives Considered

Dynatrace

Other Software Used

Dynatrace

Modernizing Help Desk experience with ServiceNow IT Operations Management

Incentivized
Andrei GugView profile
Major Incident Manager in Information Technology at Roche (10,001+ employees employees)

Use Cases and Deployment Scope

ServiceNow IT Operations Management refers to the processes that IT employs to oversee services, assistance, and implementation in order to establish uniformity, service quality, and dependability. IT teams usually have management departments that develop policies on managing and resolving services and support. These policies and procedures are designed to address the needs of both the client and the organization and comply with SLAs.

Pros

  • Predict issues
  • Minimize user impact
  • Automate workflows across teams

Cons

  • Limited visibility
  • Too much noise
  • Slow reporting

Return on Investment

  • Increased business value: We have managed to eliminate custom solutions and the accompanying infrastructure, lowering the overall cost and effort of managing legacy solutions. Centralizing our service-desk operations within ServiceNow IT Operations Management streamlines licensing and maintenance for increased simplicity and cost savings.
  • Reduced service-desk management effort: The automation features we have put in place have decreased the amount of work our helpdesk agents need to do, especially for boring or repetitive tasks. AI and machine-learning capabilities have enhanced inherent decision-making, minimized the risk of human error, and allowed our helpdesk agents to dedicate their time to tasks that require their expertise. For instance, our automation accurately routes incidents 80 percent of the time, resulting in significant time and effort saved.
  • Reduced mean time to resolution: As we incorporate new features and update the agent support experience, we are consistently seeing a decrease in resolving incidents. In our pilot project, ServiceNow IT Operations Management Predictive Intelligence lowered MTTR by over 10 percent, on average. Using this data, we are expanding the use of Predictive Intelligence across a larger scope for Global Helpdesk.

Usability

Other Software Used

Google Sheets, Google Drive, Google Analytics, Google Jamboard, Google Slides

ServiceNow IT Operations Management - The Right Tool For The Right Job

Incentivized
Verified User
Analyst in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We use ITOM to understand our infrastructure, both on-prem and in the cloud. There are a few business cases that we utilize this software for. However the primary usage would the using ServiceNow Discovery to map out our server infrastructure. We also utilize the ability to map out our applications which service both the business and IT.

Pros

  • Automated discovery
  • Network / application mapping
  • Administration

Cons

  • The learning curve is pretty steep. Training modules on this would certainly help

Return on Investment

  • Makes it MUCH easier to understand impact between application and server
  • Makes it easier to understand impact from a change and what all it affects

Usability

Alternatives Considered

BMC Helix Configuration Management Database (CMDB) and BMC Helix Discovery

Other Software Used

Microsoft Teams, Microsoft Power BI

Standard and complete ops management platform for enterprise applications

Incentivized
Dushyant Pathak
Software Engineer in Information Technology at Deutsche Bank (10,001+ employees employees)

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

  • 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

Cons

  • 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%

Other Software Used

New Relic, Grafana, Elasticsearch

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