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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TrueSight Operations Management (discontinued)
Score 8.1 out of 10
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TrueSight Operations Management was an IT infrastructure monitoring and management application. The product reached End of Life in July of 2023.
[...] 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.
I'm using Entuity, and using BMC Operations Management to manage events is a must. Assign, acknowledging, close events, send notifications, and use REST API for external/internal connectors is a big plus! However, I'll not recommend it for small companies, due to the infrastructure and the huge amount of features it has.
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
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.
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.
We have done extensive comparisons between the products and some where quickly eliminated for lacking functionality or support for key technologies. The features that really pushed TrueSight to the top over other full suites from CA, ScienceLogic, SolarWinds, HP, Foglight and IBM was a mix of deal-breaking gaps for us in areas including support of iSeries, QoS reporting, integration options to other platforms and advanced analytics with event management
