ServiceNow pricing bucks tradition for incident response


Clients of ServiceNow’s Lightstep Incident Response will shell out for usage relatively than buyers, as the seller faces off with rivals in several groups.

The SaaS featuring draws from ServiceNow’s acquisition of observability seller Lightstep past yr, but Lightstep experienced not promoted an incident response device. Parts from ServiceNow’s IT service management (ITSM) and IT operations management resources from its broader Now Platform are built-in into the new item to create incident management workflows, but the LightStep merchandise isn’t going to have to have shopping for the Now system to use. Contrary to the larger system, Lightstep self-company incident reaction SaaS also isn’t priced in accordance to the number of men and women who use it — it can be no cost up to 30 times for up to two managed companies, and fees $40 for each month for every energetic managed service right after that.

Pay-as-you-go SaaS pricing just isn’t new to the market place, but it is fairly new for ServiceNow, as it faces the exact strain to appeal to fashionable DevOps teams as other founded IT vendors, together with Splunk.

“Most of the distributors are eager to go that route now because that’s exactly where the software program field is going,” mentioned Andy Thurai, vice president and principal analyst at Constellation Analysis. “[ServiceNow] has understood that the model has changed — it really is not tickets-primarily based. It really is event-based mostly, incident-based mostly now, and they’re seeking to build device sets to cater to that.”

Lightstep Incident Response’s early adopters involve at minimum a single firm outside the common ServiceNow purchaser base. Assembly, an staff recognition software program startup in Santa Monica, Calif., signed up to use the item all through an early availability time period in late 2021 Assembly is just not a Now System consumer. The 50-personnel enterprise also viewed as the greatest-acknowledged incident reaction seller, PagerDuty, which available additional options these as wonderful-grained warn routing, but Lightstep Incident Response conquer it on cost.

“They protected the fundamental principles very well, from getting notified when an incident takes place and where you want to react, and you can have a team collaborate on it and do a write-up-mortem,” reported Muthu Gurumoorthy, CTO and co-founder at Assembly. “For a junior developer coming into the platform, it was significantly less difficult [than PagerDuty] to recognize.”

Incident reaction battleground brews all-around automobile-remediation

Lightstep Incident Response is continue to an early-stage product at this position, with further integrations into the Now System prepared that will permit for automatic incident remediation, together with prepared integrations into DevOps pipelines by means of Atlassian’s Jira concern monitoring software, among the other individuals.

Atlassian, in unique, has specifically challenged ServiceNow more than the previous 18 months with its very own forays into business company administration, traditionally a territory ServiceNow dominates. Atlassian has added its personal configuration management database (CMDB) and attacked ServiceNow’s ITSM dependent on its complexity and rate. Atlassian’s Opsgenie acquisition and Jira Company Administration solution now provide tie-ins to software program growth workflows, closing the suggestions loop concerning manufacturing functions and builders increasingly liable for troubleshooting their have apps.

Right here, ServiceNow can perhaps mix Lightstep’s observability tooling and its own AIOps automation within just the Incident Reaction support as it matures, whilst Atlassian doesn’t have its have observability tooling in-home. This could also enable ServiceNow stand out versus PagerDuty, which acquired Rundeck for incident response workflow automation in 2020 and Splunk, which acquired incident response IP with VictorOps in 2018.

It can be too quickly to explain to no matter whether ServiceNow’s incident response system will pay off, but analysts claimed no vendor has still sewn up the industry for automatic incident reaction that brings together workflow tooling with observability knowledge.

“Edition a person has minimal capabilities, but based mostly on what I have seen, they have a superior roadmap and a excellent course,” Thurai mentioned. “The mentality of incident reaction utilised to be, ‘wake somebody up in the center of the night to solve the problem,’ but [there are opportunities around] company-possession-based mostly routing of incidents and vehicle remediation of incidents. …I never believe any of the competition are there nonetheless.”

Competitive issues as IT disciplines converge

Splunk, which has experienced its very own struggles with the shift from organization licensing to shell out-as-you-go designs, has integrated VictorOps, now termed Splunk On-Contact, with its Splunk Organization and Splunk Cloud solutions and additional integrations with Jira, Microsoft Groups and Slack, but the product or service hasn’t manufactured waves.

“I will not listen to a ton about it, even on Splunk calls,” reported Jim Mercer, an analyst at IDC. “When I assume of this room, the initial factor I assume of is PagerDuty.”

As many IT disciplines converge amid electronic transformation and DevOps “you make it, you operate it” procedures, Lightstep Incident Response will also operate up from observability resources this kind of as AppDynamics, which also provides AIOps-pushed automatic remediation for incident response, New Relic, Datadog and Dynatrace, Mercer reported.

Assembly works by using Datadog, and Gurumoorthy claimed he hopes to see enhanced integration among that and Lightstep Incident response, which presently demands handbook work to set up.

“We use Datadog extensively, and it would be difficult to swap,” he explained. “But we may consider Lightstep [observability] and ServiceNow if we see [integration] enhancement.”

Even though ServiceNow has held Lightstep independent from the Now System, it may perhaps also deliver contemporary customers into it, or extend present shopper utilization, according to Mercer.

“If you happen to be a ServiceNow consumer, but you’ve bought contemporary groups carrying out observability and so forth, and you want to tie it all alongside one another, this undoubtedly provides you with an enticing alternative,” he reported.

Beth Pariseau, senior information author at TechTarget, is an award-profitable veteran of IT journalism. She can be attained at [email protected] or on Twitter @PariseauTT.