ServiceNow IT Operations Management Reviews & Product Details

ServiceNow ITOM offers a broad feature set for enterprise-grade IT ops: CMDB integration, incident automation, and discovery work decently once configured. The real-time visibility into infrastructure health is valuable at scale. The workflows are highly customizable, and its alignment with ITIL is a plus for larger orgs. Once set up, it centralizes operational control effectively across teams. Review collected by and hosted on G2.com.

ServiceNow feels clunky compared to modern platforms like Jira. The UI is dated, unintuitive, and slow, navigating it often feels like using legacy software. Basic tasks take more clicks than necessary. Its extensibility is a double-edged sword: while powerful, it demands significant configuration, and even minor tweaks often require admin-level access. The learning curve is steep and hampers productivity. Mobile UX is particularly underwhelming. In short: powerful backend, weak frontend! Review collected by and hosted on G2.com.

The ServiceNow IT Operations Management product is easy to use and implement into your company. ServiceNow offers detailed documentation on configuring and exploring its tools. It's a great product we use everyday in managing company assets through the CMDB and discovery. Depending on your needs, ServiceNow provides fast and reliable support for product specific issues. It offers great depth and breadth of use cases and is compatible with multiple integrations for Discovery, Alert Management, and ServiceNow continuously offers support for new 3rd party services on every release. Review collected by and hosted on G2.com.

One of the things to note about ServiceNow is the potential vendor lock-in. You might experience some issues trying to integrate a feature into your company's use cases when the features you're looking for are in another software or service. You may also find yourself trying to change your processes to better match ServiceNow's out-of-the-box capabilities and may struggle to integrate or migrate from your current software or service. It all depends on your flexibility and how you weigh the pros and cons when utilizing ServiceNow. Review collected by and hosted on G2.com.

The dashboard that visualize everything with proper graph which is easy to use and I've use it every single day! Easy to integrate or changes and the customer support is also amazing! Review collected by and hosted on G2.com.

Sometimes I have faced systemic issue like loading time is higher or waiting is longer for the support. But, they tried to resolve it as soon as possible. Review collected by and hosted on G2.com.

Unified Visibility into Hybrid Environment, with multiple products and pro active issue detections reduce the downtime and outages.

Provide Service Aware Operations Review collected by and hosted on G2.com.

More Licencing Cost like Service Mapping and Cloud Accelerate which is barrier for the smaller organizations.

Need to provide the Depth Knowledge Articles or Docs to understand more about ITOM. 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.

I’ve noticed the new AIOps features help a lot, it flags issues early and even recommends fixes. The updated service mapping is quicker to set up, which saves time when managing changes. Review collected by and hosted on G2.com.

It still takes some effort to set up, especially for new users. Managing the licensing across modules can be a bit confusing tooI, ithink that part could be more straightforward Review collected by and hosted on G2.com.

It helps with managing tickets effectively. Easy to create reports and graphs. Easy to manage big data and make it simple and understandable in operations level Review collected by and hosted on G2.com.

There’s a lot of navigation. You need to get familiar with lot of things before you can efficiently use all the tools available in servicenow operations management 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.