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ServiceNow Discovery Room for Improvement

SN
Specialist (US IT Recruiter) at a tech services company with 1,001-5,000 employees

The solution lacks the capability of discovering the devices which are not in the network. That is an area where they could improve upon. In the next release, we are actually looking for a solution for the devices which don't come into the network. Nowadays, because of this pandemic, most of the users are logging in from home, and we don't have any way to discover those assets. We are looking for a solution that can help us to discover those kinds of user devices.

During the initial setup, we get some errors and the solution doesn't exactly understand what they mean or how to fix them. They need to have more of an explanation so that we can accurately go about fixing the errors as they arise.

Technical support has not been helpful when we have come across problems. They take too long to respond and then don't provide helpful information.

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Sr. Servicenow Developer at a retailer with 10,001+ employees

When you switch versions, for example, when you go from Paris to Quebec they will introduce many new things and occasionally things break when they do that. You usually find out after the fact when you stumble into it.

I currently have an issue that we just stumbled into, where our bucket wasn't populating correctly from my own Google cloud. They're trying to figure out how to fix that.

They should include support for Google Cloud.

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Support Engineering Manager at Microsoft

The solution needs to improve the cost of the solution. There are a few different solutions and they do act the same and have the same types of capabilities, however, the cost is quite high.

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Learn what your peers think about ServiceNow Discovery. Get advice and tips from experienced pros sharing their opinions. Updated: November 2021.
552,305 professionals have used our research since 2012.
RM
Sr. Automation Consultant (ITOM/ITAM, Cloud, DevOps at a tech services company with 51-200 employees

They can expand on the plugins for some of the other tools.

In the next release, they can automate some of the workflows similar to what they have with TAM Pro.

With the integration, they can include some of the commonly used tools such as SCCM. They can benefit from bringing in other tools for their workflows.

We are hoping that they explore or leverage some of their existing tools such as Tanium for the purposes of discovery and monitoring.

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Practice Leader, Solutions architect at a tech services company with 51-200 employees

The patterns are the biggest area where improvement could be made. If there's no pattern for application X, then you can't discover that particular application. That is a drawback of the product. ServiceNow gives the URL or specifies an application they can discover and devices they can discover. But if the customer has something else, then it's a challenge. One of my customers had an NAS device and it couldn't discover it. If you don't have the back end of ServiceNow, then unfortunately it doesn't work.

None of this applies to iPhones. ServiceNow claims it can discover iPhones but the data is very limited. It's really not applicable.

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MC
Consultant at a tech services company with 11-50 employees

The service mapping component is less developed than it is in other solutions, and is in need of improvement. For example, BMC uses a more sophisticated mechanism to make the link between the services and the infrastructure.

This solution is a little more difficult to manage because you have two CMDBs.

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Technical Architect at Sysintegra Ptv Ltd.

In terms of improvement, I would like for it to be possible to use without coding. I would like dropdown ootion so that every customer can modify easily as per requirements and can understand it. They shouldn't need to learn Java or another scripting.

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AS
CEO at a tech services company with 11-50 employees

On the Software Asset Management part of it, I expect additional reconciliation and Discovery features there.

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Learn what your peers think about ServiceNow Discovery. Get advice and tips from experienced pros sharing their opinions. Updated: November 2021.
552,305 professionals have used our research since 2012.