# ServiceNow IT Operations Management Reviews **Vendor:** ServiceNow **Category:** [AIOps Tools](https://www.g2.com/categories/aiops-platforms) **Average Rating:** 4.4/5.0 **Total Reviews:** 417 ## About ServiceNow IT Operations Management ServiceNow IT Operations Management (ITOM) is a comprehensive solution designed to enhance the visibility, health, and optimization of an organization's IT infrastructure. By integrating advanced automation and artificial intelligence, ITOM enables proactive management of IT operations, reducing downtime and improving service delivery. Key Features and Functionality: - ITOM Visibility: Automates the discovery of IT assets across on-premises, cloud, and hybrid environments, providing a unified view of the infrastructure. Service Mapping identifies dependencies between IT components, facilitating impact analysis and change management. - ITOM Health: Consolidates and correlates events from various monitoring tools, enabling IT teams to prioritize and respond to critical incidents promptly. Operational Intelligence leverages AI and machine learning to detect patterns and anomalies, allowing for proactive issue resolution. - ITOM Optimization: Manages cloud resources effectively by providing visibility and control over public, private, and hybrid cloud environments. Automates provisioning, lifecycle management, and cost optimization of IT resources supporting application services. Primary Value and Solutions Provided: ServiceNow ITOM addresses the challenges of managing complex IT environments by offering a unified platform that enhances operational efficiency and service reliability. It enables organizations to transition from reactive to proactive operations, minimizing the risk of outages and optimizing resource utilization. By automating routine tasks and providing real-time insights, ITOM empowers IT teams to focus on strategic initiatives, ultimately driving business growth and resilience. ## ServiceNow IT Operations Management Pros & Cons **What users like:** - Users find ServiceNow IT Operations Management remarkably **user-friendly and efficient** , simplifying daily IT processes and operations. (51 reviews) - Users value the **clear visibility** of ServiceNow IT Operations Management, enhancing control and efficiency in IT infrastructure management. (44 reviews) - Users value the **effective monitoring** capabilities of ServiceNow ITOM, enhancing IT operations and incident management efficiency. (39 reviews) - Users value the **automation capabilities** of ServiceNow IT Operations Management, enhancing visibility and efficiency in IT operations. (31 reviews) - Users value the **flexibility** of ServiceNow IT Operations Management, enabling seamless integration and efficient automation in operations. (20 reviews) - Issue Resolution (18 reviews) - Data Management (17 reviews) - Easy Integrations (17 reviews) - Issue Detection (17 reviews) - Useful (17 reviews) **What users dislike:** - Users find **learning difficulties** in configuring ServiceNow, especially for those lacking technical expertise in customizing the platform. (29 reviews) - Users find the **complexity** of implementing ServiceNow ITOM leads to challenges in configuration and usability. (27 reviews) - Users struggle with the **setup complexity** of ServiceNow ITOM, finding implementation and configuration to be daunting challenges. (25 reviews) - Users find the **licensing and implementation costs** of ServiceNow IT Operations Management to be quite high, posing challenges. (24 reviews) - Users find the **steep learning curve** challenging, requiring experienced assistance for effective setup and use. (24 reviews) - Complex Setup (22 reviews) - Users find a **steep learning curve** for ServiceNow ITOM, making initial setup and configuration challenging for new users. (22 reviews) - Complex Configuration (19 reviews) - Configuration Difficulty (17 reviews) - Pricing Issues (12 reviews) ## ServiceNow IT Operations Management Reviews ### 1. Centralized Asset Clarity with Some Setup Challenges **Rating:** 3.5/5.0 stars **Reviewed by:** Ashlee K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like that ServiceNow IT Operations Management provides a central database management tool, giving us great clarity into all of our assets. We find the CMDB a valuable feature, especially since we can integrate it with OKTA to enhance its value and functionality. **What do you dislike about ServiceNow IT Operations Management?** The setup of the CMDB was a little cumbersome to start and a bit labor-intensive. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management provides us with a central database management tool and great clarity into all our assets. ### 2. Excellent IT Visibility and Automation for More Reliable Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Ashmit R. | Account Executive, Enterprise (> 1000 emp.) **Reviewed Date:** March 08, 2026 **What do you like best about ServiceNow IT Operations Management?** ServiceNow IT Operations Management provides excellent visibility into IT infrastructure and helps organizations proactively identify and resolve issues. The automation features, event management, and cloud monitoring capabilities improve operational performance and ensure better service reliability. **What do you dislike about ServiceNow IT Operations Management?** While ServiceNow ITOM is very powerful, the initial setup and configuration can be a bit complex for new users. The platform is very feature-rich, but sometimes the interface can feel a little overwhelming for beginners. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management provides excellent visibility into IT infrastructure and helps organizations proactively identify and resolve issues. The automation features, event management, and cloud monitoring capabilities improve operational performance and ensure better service reliability. ### 3. Great for Visualizing Team Bottlenecks, but Licensing Costs Can Add Up **Rating:** 3.5/5.0 stars **Reviewed by:** Tamara R. | ServiceNow Adminstrator, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** It helps with visualizing bottlenecks within teams and supports process management. **What do you dislike about ServiceNow IT Operations Management?** The costs of licensing and maintaining it don’t seem to match the payoff. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It has improved the insight on processes within our ITIL and approval groups and users. ### 4. Facilitated Workflow, Needs Metric Clarity **Rating:** 5.0/5.0 stars **Reviewed by:** Eric S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I find that ServiceNow IT Operations Management facilitates better process workflows for policy exceptions. Although it requires some customization for workflows, I think it's rather intuitive. I also find the workflow creation process very valuable, especially with the help of ServiceNow champions who assist with collecting requirements and submitting them. **What do you dislike about ServiceNow IT Operations Management?** It takes some effort to get the appropriate service metrics. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management facilitates better process workflows for policy exceptions and supports valuable workflow creation. ### 5. Ease of Use with Powerful Tracking Capabilities **Rating:** 4.5/5.0 stars **Reviewed by:** Diana F. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the ease of use of ServiceNow IT Operations Management. I also appreciate having one central location with historical data, which is helpful for tracking IT incidents and requests. The AI features are promising, and the setup was easy. **What do you dislike about ServiceNow IT Operations Management?** not sure yet still working to implement **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for tracking IT incidents and requests, providing one central location with historical data, and benefiting from its ease of use and easy setup. ### 6. ServiceNow ITOM Delivers Comprehensive, Real-Time Visibility Across Hybrid Infrastructure **Rating:** 5.0/5.0 stars **Reviewed by:** Debashish P. | Scholar Trainee, Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2026 **What do you like best about ServiceNow IT Operations Management?** ServiceNow IT Operations Management is best known for delivering comprehensive, real-time visibility into complex hybrid IT infrastructure, supported by automated discovery and mapping. **What do you dislike about ServiceNow IT Operations Management?** There’s nothing I dislike about ITOM. In my experience, although ServiceNow ITOM is widely regarded as a powerful enterprise tool, it’s often criticized for its high cost, implementation complexity, and steep learning curve. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management (ITOM) helps cut through the chaos of siloed, complex hybrid IT infrastructures by delivering a single, real-time view of services. It reduces outages with AI-driven proactivity and automates many manual tasks. As a result, it improves efficiency, lowers Mean Time to Resolution (MTTR), and supports more proactive infrastructure management. ### 7. Effortless Operations but Pricey **Rating:** 4.5/5.0 stars **Reviewed by:** Harpreen A. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like ServiceNow IT Operations Management for its ability to solve complex issues effectively. I find the SLA implementation particularly useful. I also value the incident management and ticket management features as they help us in managing operations smoothly. Furthermore, the initial setup was easy for us. **What do you dislike about ServiceNow IT Operations Management?** Cost is high **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for incident and ticket management, helping in managing operations and solving complex issues effectively. Its SLA implementation stands out. ### 8. Centralized Visibility with Complex Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Subashree V. | Associate Instructor, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the centralized visibility and automation in ServiceNow IT Operations Management because it helps me monitor infrastructure and manage alerts effectively. The event correlation and intelligent alerting features are particularly useful as they reduce duplicate notifications by grouping related data together, which improves my team's efficiency. **What do you dislike about ServiceNow IT Operations Management?** The initial setup and configuring are complex. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to monitor infrastructure, manage alerts, and resolve issues before they impact users. It helps reduce alert noise, detects issues faster, improves incident response, and keeps systems running smoothly by reducing duplicate notifications. ### 9. Powerful Discovery and Event Management, Needs Better Service Mapping **Rating:** 4.0/5.0 stars **Reviewed by:** Meena A. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I love the discovery and event management aspects of ServiceNow IT Operations Management. Discovery is great for keeping our CMDB updated and ensuring our ITSM process runs smoothly. Event management is effective in managing alerts and threats. **What do you dislike about ServiceNow IT Operations Management?** I wish service mapping was more easy to understand like discovery. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps me manage IT infrastructure issues. Discovery keeps our CMDB updated and supports our ITSM process, while event management handles alerts and threats. ### 10. Effortless CMDB Management and Service Mapping **Rating:** 5.0/5.0 stars **Reviewed by:** Hashim A. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like how we can map CI to create a relationship and then a service map. We can map business service, business application, technical service offerings, and service instances. The initial setup was very easy as most of the features are out-of-the-box. **What do you dislike about ServiceNow IT Operations Management?** Its OOB capabilities **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for CMDB management and discovery. It helps us map CIs to create relationships and service maps, including business services, applications, and technical services. ### 11. Automates Discovery, Struggles with Dynamic IPs **Rating:** 4.5/5.0 stars **Reviewed by:** Joshua H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I use ServiceNow IT Operations Management for managing our CMDB. I appreciate that it gives an automatically updating database, which works automatically through discovery. I think it's pretty cool how it handles things automatically. **What do you dislike about ServiceNow IT Operations Management?** It has problems with some device types, particularly with managing servers when the IP is not static. It will sometimes not update the correct CI. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management provides an automatically updating database and uses discovery to work automatically. ### 12. Effortless Setup, But Data Overload Hinders Usability **Rating:** 5.0/5.0 stars **Reviewed by:** Ajay S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the ease of implementation and the hands-off approach of ServiceNow IT Operations Management. The initial setup was extremely easy, and the implementation time was just a few weeks. **What do you dislike about ServiceNow IT Operations Management?** The volume of data is overwhelming, making it difficult to sift through. Additionally, I'm unsure if I am scanning everything or not. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for auditability and visibility to CIs, making it easier to scan and keep track of changes. ### 13. Effortless Enhancement and Release Management **Rating:** 5.0/5.0 stars **Reviewed by:** Dinash D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like that the enhancement forms in ServiceNow IT Operations Management are easy to use. The simplicity of status updates and work notes makes it easier for me to keep track of things and ensure that everything is on track without issues. The initial setup was also easy, which I appreciate. **What do you dislike about ServiceNow IT Operations Management?** Automation of workflow process **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps me with tracking and release management, and ensures everything stays on track without issues. ### 14. Centralized, User-Friendly with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Tahseen I. | Manager - Finance Automation, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the centralization that ServiceNow IT Operations Management offers. The UI is easy to use and better than Excel or Microsoft products. The initial setup wasn't too bad; our IT department was able to complete it quickly. **What do you dislike about ServiceNow IT Operations Management?** I think implementation could be better. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for record management for our payroll teams. It centralizes our data, and the UI is easy to use, better than Excel or Microsoft products. ### 15. Sleek Design with Easy Setup, Needs Better Customization **Rating:** 5.0/5.0 stars **Reviewed by:** Pat D. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like ServiceNow IT Operations Management for its sleek design and how it gathers all the right information in one place. The initial setup was easy peasy. **What do you dislike about ServiceNow IT Operations Management?** I would like to choose more custom layouts and views. I may want to choose different panes and customize the fields I see. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to manage our service desk operations and enforce standard processes, ensuring a predictable experience for our associates. ### 16. Enhances Incident Management with Operational Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Leila A. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I love how ServiceNow IT Operations Management increases our team's operational efficiencies. It helps solve any incidents from falling between the cracks and ensures that they land in the hands of the right person. **What do you dislike about ServiceNow IT Operations Management?** Better UX making it easier on the eyes **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to ensure alerts and incidents are addressed by the right person, preventing them from falling through the cracks. It also boosts our team's operational efficiencies. ### 17. Effective Incident Management with High Recommendation **Rating:** 5.0/5.0 stars **Reviewed by:** joseph s. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like that ServiceNow IT Operations Management gets the job done. The tool makes my life easier, and I couldn't imagine tracking all that information any other way. **What do you dislike about ServiceNow IT Operations Management?** nothing to share here **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for incident management, tracking all information and the cause and dimensions of an incident. It makes my life easier, and I couldn't imagine tracking all that information any other way. It gets the job done. ### 18. Comprehensive IT Management with Iterative Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Ernest L. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I find it easy to manage individual pieces with ServiceNow IT Operations Management. **What do you dislike about ServiceNow IT Operations Management?** Some teams do not take ownership, so it is hard to keep it updated. It took a few months to get the setup right and was iterative. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for discovery and service mapping with the CMDB, helping my team see the big picture of the environment and making it easier to manage individual pieces. ### 19. Complete solution for managing ITOM **Rating:** 4.5/5.0 stars **Reviewed by:** Dave C. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** ServiceNow ITOM solutions does a great job at connecting our CIs horizontally to each other, and vertically to our business services, so we always know the status of any of our services and where issues may lie. We can proactively determine failure points as well. **What do you dislike about ServiceNow IT Operations Management?** ITOM licensing is confusing. It's much more confusing for service providers. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** We use it internally to manage and monitor our internal network that provides services to customers. ### 20. Flexible, Intuitive, and Time-Saving Built-In Analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** It's flexible and intuitive. I also like built in analytics, as it saves a lot of time. **What do you dislike about ServiceNow IT Operations Management?** Sometimes it can be difficult to know what happened to services that have been updated well still supporting the legacy options. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Currently it's functional, but we personally have data issues. As a long time customer there has been a lot of customizations that are difficult to track. Especially when the work has been contracted out. ### 21. Powerful product **Rating:** 5.0/5.0 stars **Reviewed by:** Victor v. | Senior ServiceNow Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** It keeps track of all the assets through discovery **What do you dislike about ServiceNow IT Operations Management?** It’s hard to manage how clean the data is **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It keeps track of ownership of the various products ### 22. Convenient and Customizable with Minor Usability Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Steven H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the convenience and customizability of ServiceNow IT Operations Management. It's great because we're able to make changes to the process without breaking anything major and can shift very quickly. **What do you dislike about ServiceNow IT Operations Management?** The main complaints I hear from users is that the overrides are difficult to use. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for SLA tracking for problems, CAB/eCab, and RCA. It's convenient and customizable, allowing quick process changes without major disruptions. ### 23. Centralized Insights with ServiceNow IT Operations **Rating:** 3.5/5.0 stars **Reviewed by:** Robert B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I use ServiceNow IT Operations Management to get visibility into what's going on, and I appreciate that it surfaces the information in a central pane. I like the central consistency it offers, and I think the initial setup was straightforward. **What do you dislike about ServiceNow IT Operations Management?** It's hard to find information. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to gain visibility into operations. It surfaces information in a central pane, solving the problem of hard-to-find information. ### 24. Effortless Reporting and Centralized Information Hub **Rating:** 5.0/5.0 stars **Reviewed by:** Ofmara P. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like how ServiceNow IT Operations Management provides accurate reporting on what's going on and keeps all our information in one place. Its ease of use and flexibility make it accessible to various users and managers. Setting it up was very easy, especially with the help of a third party. **What do you dislike about ServiceNow IT Operations Management?** Nothing **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to provide accurate reporting and keep all our information in one place. ### 25. Convenient Asset Management but CMDB Needs Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Matthew S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like that ServiceNow IT Operations Management makes things more convenient for me. I also value the Discovery feature. **What do you dislike about ServiceNow IT Operations Management?** The CMDB data is not great, and the data management or overhead can be challenging for a small team since the data needs attention. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for asset management, making things more convenient despite needing better CMDB data and handling data management for our small team. ### 26. Full Visibility with Simple Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Manisha S. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I use ServiceNow IT Operations Management for infrastructure visibility, and I really appreciate how it shows me dependencies for upstream and downstream configuration items. I like that it gives me full visibility and that the initial setup was very simple. **What do you dislike about ServiceNow IT Operations Management?** I think ServiceNow IT Operations Management could use more connectors, especially for observability. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management shows me dependencies, providing infrastructure visibility and managing upstream and downstream CI. ### 27. Robust Workflows and Asset Organization in ServiceNow **Rating:** 5.0/5.0 stars **Reviewed by:** Denae S. | Senior Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** Organization of assets and ability to create robust workflows. **What do you dislike about ServiceNow IT Operations Management?** More technical skill is required to make things happen and it can be a bit difficult to understand what the best route to take should be. As ServiceNow has evolved more things have become embedded into the platform so this will resolve over time. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Monitoring of our systems, infrastructure and assets. Providing a portal for associate requests with automated workflows. ### 28. Efficient Operations with Minor Upgrade Setbacks **Rating:** 5.0/5.0 stars **Reviewed by:** Aiswarya P. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the ability to put together dashboards. Dashboards helped me put together live metrics and measure my team's performance, making it very valuable for our operations. **What do you dislike about ServiceNow IT Operations Management?** every platform upgrade removes most of my accesses and needs to be reissued again **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps us efficiently solve and reshape our operations. I use it to put together live metrics and measure my team's performance with dashboards. ### 29. Centralizes Alerts, Simple Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Julie D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like that ServiceNow IT Operations Management centralizes everything, making it easier to consolidate alerts from different systems into one view. I love the workflows, which are a standout feature for me. **What do you dislike about ServiceNow IT Operations Management?** I think it could be a bit more user-friendly, with less clicking around. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for consolidating alerts from different systems into one view. It centralizes everything, and I love the workflows. ### 30. Insightful and Efficient, Needs Custom Flexibility **Rating:** 3.5/5.0 stars **Reviewed by:** Erick L. | Senior Supply Planner - ANZ, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the good layout for IT process design in ServiceNow IT Operations Management. It provides lots of great insights, like tracking idle working hours, which helps me to improve efficiency. **What do you dislike about ServiceNow IT Operations Management?** The capacity planning could have more flexible options like based on division and cost center. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management lets me plan ahead of schedule and provides great insights like idle working hours, which helps improve efficiency. ### 31. A powerhouse at your fingertips **Rating:** 5.0/5.0 stars **Reviewed by:** Vladimir S. | Director, Project management **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** ServiceNow ITOM has completely transformed our infrastructure management by shifting us from a reactive "firefighting" mode to a proactive, AI-driven powerhouse. By leveraging automated event correlation, we have significantly reduced noise, allowing our team to focus on resolving critical issues before they impact users. **What do you dislike about ServiceNow IT Operations Management?** Nothing really, so far so good, can't complain **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** The tight integration between ITOM and ITSM workflows ensures that our operational intelligence directly drives faster ### 32. Flexible Visibility Tool with Manual Setup Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** pooja s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the flexibility of ServiceNow IT Operations Management. **What do you dislike about ServiceNow IT Operations Management?** Some steps to implement are manual and can be improved. Manual steps such as implementing event management involve multiple steps which can be improved for monitoring tools. The initial setup was not very easy. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for automated event and alert integration, CI discovery, and visibility into the health of critical CIs. ### 33. Necessity for any Organization **Rating:** 5.0/5.0 stars **Reviewed by:** Danny K. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** ITOM provides a detailed insight into the organization’s IT infrastructure and drives key decisions across the enterprise **What do you dislike about ServiceNow IT Operations Management?** As with ITAM, there is a learning curve with building out ITOM. But this is a necessary evil to fully understand the platform/organization/solution. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It helps us make key decisions across the enterprise, communicate application availability clearly, and maintain a holistic, end-to-end view of our apps and services. ### 34. Significantly Reduced Our Incident Count **Rating:** 5.0/5.0 stars **Reviewed by:** Tuan N. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like ServiceNow IT Operations Management for its ability to group incidents effectively. This feature has really helped me minimize the incident count by 60 percent since implementation. **What do you dislike about ServiceNow IT Operations Management?** I think ServiceNow IT Operations Management is less prescriptive and needs to be more self-learning. Also, the initial setup was convoluted. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps a lot with grouping incidents, minimizing incident count by 60%. ### 35. Service-Aware CMDB population and outage prevention **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 13, 2025 **What do you like best about ServiceNow IT Operations Management?** This is a best solution on the market to fulfill the ultimate goal of having a service-aware CMDB populated by ITOM Visibility. While competition exist, the significant difference is ability to create relationships between CIs and to upstream service that the infra components contribute to deliver. ITOM Health serves to detect service-impacting issues from the monitoring and to determine the real root cause and impact leveraging the topology in the CMDB. Again, while competition exist, this is the most accomplished and integrated solution that natively connects to ITSM processes, the best yet I have seen in my career. **What do you dislike about ServiceNow IT Operations Management?** The price is a hesitate factor for sure, but can be outweighted by savings from limiting outages and saving human labour. Not easy to implement too but again stands well compared to the other solutions. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow ITOM help to solve outages, automate resolution tasks, and resolves lack of visibility by using AIOps and CMDB population automation. This benefits you with more reliable services and faster issue resolution. ### 36. Effortless ITSM and EUC with ServiceNow **Rating:** 5.0/5.0 stars **Reviewed by:** jaime s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I love how easy it is to use ServiceNow IT Operations Management. I value the features like change management, asset management, and problem incidents because they are crucial for my work. Additionally, the initial setup process was easy, which I appreciated. **What do you dislike about ServiceNow IT Operations Management?** Logging tickets for end users **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for ticket and incident management, making these processes smoother and more efficient. ### 37. Revolutionized Our Asset Management **Rating:** 5.0/5.0 stars **Reviewed by:** sammy z. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I really like the auto discovery feature and the ability to pull in every asset for our entire company using ServiceNow IT Operations Management. **What do you dislike about ServiceNow IT Operations Management?** not much. it can do what we ask it to do **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for a comprehensive 360 view of all our company assets and its auto discovery to pull in every asset across the enterprise. ### 38. Streamlined Incident and Change Management **Rating:** 5.0/5.0 stars **Reviewed by:** Shannon H. | Lead Product Owner, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like ServiceNow IT Operations Management for its ability to orchestrate and allow other systems to communicate effectively with it. Setting it up was great, and it has made reporting issues much easier for end users. **What do you dislike about ServiceNow IT Operations Management?** I don't dislike anything **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for incident and change management. It solves the problem of ease of reporting issues for end users. ### 39. Solid Product with Excellent Cloud Connectivity **Rating:** 5.0/5.0 stars **Reviewed by:** Omar H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like ServiceNow IT Operations Management's ability to connect to the cloud. The mid server technology is also good. The initial setup was great. **What do you dislike about ServiceNow IT Operations Management?** there nothing I don't like **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for discovery and service mapping, which helps in finding our infrastructure. I like its ability to connect to the cloud and the efficiency of its mid-server technology. ### 40. Flexible CMDB and Discovery Management with ITOM **Rating:** 4.0/5.0 stars **Reviewed by:** Sushma S. | ServiceNow Programmer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** ITOM is more flexible to manage CMDB and discovery **What do you dislike about ServiceNow IT Operations Management?** we have to integratins with third party systenms **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** duplication data, Need more features to refine data ### 41. Efficient IT Management with Smart Alerts **Rating:** 5.0/5.0 stars **Reviewed by:** Kokila R. | Quality Engineering Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 10, 2026 **What do you like best about ServiceNow IT Operations Management?** I like how ServiceNow IT Operations Management brings visibility, smart alerting, and automation together to help resolve issues faster and keep systems running reliably. The setup was great because the documentation was clear and the workflow was well guided. **What do you dislike about ServiceNow IT Operations Management?** It can feel complex to configure at first, and improving usability and setup speed would make it easier for teams to adopt and manage. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps my IT team monitor, understand, and fix issues faster by providing clear visibility, smart alerts, and automation. It solves problems like system outages, alert overload, lack of visibility, and slow incident resolution, ensuring smooth service operations. ### 42. Simple Integration with Robust Community Support **Rating:** 4.5/5.0 stars **Reviewed by:** Yogesh P. | Ansible Administrator L1, Small-Business (50 or fewer emp.) **Reviewed Date:** March 02, 2026 **What do you like best about ServiceNow IT Operations Management?** I like that ServiceNow IT Operations Management is simple to use. Its vast community support is a huge plus, with many tutoring videos available that help me every step of the way whenever I get stuck. The initial setup was pretty easy, making the process smooth and hassle-free. **What do you dislike about ServiceNow IT Operations Management?** I think all plugins should be already installed at once. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to integrate Ansible with my DevOps system and automate jobs using REST APIs. It's simple and has vast community support, with helpful tutorials available. I wish all plugins were pre-installed. ### 43. Enhances IT Visibility, Challenges in Cloud Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Wasim N. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like ServiceNow IT Operations Management for its capability to discover and create mappings. This feature allows us to optimize our event management effectively. **What do you dislike about ServiceNow IT Operations Management?** I find the ability to auto classify some cloud CIs lacking, and setting up cloud discovery was challenging. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to gain visibility and optimize event management with its discovery and mapping capabilities. ### 44. Streamlines Workflow, Reduces Downtime, Complex Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Rishikesh K. | Research Assistant, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2026 **What do you like best about ServiceNow IT Operations Management?** I like ServiceNow IT Operations Management for its central easy workflow management, which helps me automate tasks and resolve incidents faster. I also find it easy to integrate, as it brings data from different places to one place. **What do you dislike about ServiceNow IT Operations Management?** I find ServiceNow IT Operations Management complex to set up. It would be better with guided setup options and better documentation. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to manage workflows and monitor systems, which reduces downtime and automates operational processes. ### 45. ITOM (CMBD/DISCOVERY) **Rating:** 4.5/5.0 stars **Reviewed by:** Norman S. | ServiceNow Admin/ITOM/CMDB **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** Most of the setup and Discovery process is fairly intuitive to setup and use. The keys to success here is planning, team participation and execution and review of the plan and data. **What do you dislike about ServiceNow IT Operations Management?** Kubernetes setup was very challenging. Eventually figured it out and once setup it is working great. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Cmdb ci discovery and assignment. Service mapping and csdm setup for business services. ### 46. Great solution to monitor your infrastructure **Rating:** 5.0/5.0 stars **Reviewed by:** Angelique F. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** Discovery is a wonderful agentless tool to keep up with what's in your infrastructure. Service Mapping has been a great resource to find Impacted Services on changes and outages. **What do you dislike about ServiceNow IT Operations Management?** Some elements such as Event Management are not intuitive when trying to stand it up **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Service Mapping is helping us make sure changes to infrastructure do not negatively impact business critical services. ### 47. It's easy once you get used to it. **Rating:** 3.0/5.0 stars **Reviewed by:** Byunghoon O. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** ServiceNow IT Operations Management is highly effective because it provides comprehensive visibility into the entire IT infrastructure through automated discovery and service mapping **What do you dislike about ServiceNow IT Operations Management?** High Complexity: The platform has a steep learning curve, requiring specialized expertise to configure and manage effectively. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ITOM eliminates "blind spots" by automatically discovering and mapping all IT assets and their relationships across on-premises and cloud environments. ### 48. Cant wait **Rating:** 4.0/5.0 stars **Reviewed by:** Megan F. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** So far, we haven’t been able to utilize this to its fullest extent. However, we have been able to use it effectively when it comes to management oversight. **What do you dislike about ServiceNow IT Operations Management?** Getting user adoption. We are actively working on this but it has been an uphill battle. Nothing we cant overcome. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Essentially the same as listed above. However looking forward to the journey. ### 49. ITOM...its what you put in it **Rating:** 3.0/5.0 stars **Reviewed by:** Alexis W. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** For Event Management, we have a centralized place for alerts and connected to ITSM a more streamlined MIM process during outages. **What do you dislike about ServiceNow IT Operations Management?** ITOM is what you make of it. So now with AI it can approve but if you dont have it and dont maintain it, you will regress. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Availability management and uptime notifications as well as automated remediation where possible ### 50. A must have **Rating:** 4.5/5.0 stars **Reviewed by:** Adam R. | IT Quality Control Technician **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** The ability to access anything from ticket statuses to KPIs. The ability to transform the data at your fingertips to get the knowledge and angle you need **What do you dislike about ServiceNow IT Operations Management?** At times the customizations are endless. Which can cause a bit of a developer block. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Ability to gather KPIs, create dashboards, and see statuses of our tickets, problem records, change requests, etc ## ServiceNow IT Operations Management Discussions - [What is operations ServiceNow?](https://www.g2.com/discussions/what-is-operations-servicenow) - [WHAT IS IT operations management software?](https://www.g2.com/discussions/what-is-it-operations-management-software) - [What are the key IT services provided by ServiceNow?](https://www.g2.com/discussions/what-are-the-key-it-services-provided-by-servicenow) - [Which functions are included in IT Operations Management?](https://www.g2.com/discussions/which-functions-are-included-in-it-operations-management) - [View ServiceNow IT Operations Management pricing details and edition comparison](https://www.g2.com/products/servicenow-it-operations-management/reviews?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-05-29+12%3A43%3A10+-0500&secure%5Bsession_id%5D=891a9fc1-24a5-4c32-8b1d-5c7395063823&secure%5Btoken%5D=5f5999224e01da04feeb0d903307090a83f53bb9945afe872fafd460b75f8672&format=llm_user) ## ServiceNow IT Operations Management Integrations - [Access Management Workflow and Governance](https://www.g2.com/products/access-management-workflow-and-governance/reviews) - [AWS Lambda](https://www.g2.com/products/aws-lambda/reviews) - [Azure Portal](https://www.g2.com/products/azure-portal/reviews) - [Azure Virtual Machines](https://www.g2.com/products/azure-virtual-machines/reviews) - [BigFix Inventory](https://www.g2.com/products/bigfix-inventory/reviews) - [Bucher + Suter Connects](https://www.g2.com/products/bucher-suter-connects/reviews) - [Cisco DNA Center](https://www.g2.com/products/cisco-cisco-dna-center/reviews) - [Cisco Meraki](https://www.g2.com/products/cisco-meraki/reviews) - [Cloudera Data Platform](https://www.g2.com/products/cloudera-cloudera-data-platform/reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - [DX NetOps](https://www.g2.com/products/dx-netops/reviews) - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) - [Elasticsearch](https://www.g2.com/products/elastic-elasticsearch/reviews) - [ExtraHop](https://www.g2.com/products/extrahop/reviews) - [Flexera One](https://www.g2.com/products/flexera-one/reviews) - [Forescout Platform](https://www.g2.com/products/forescout-platform/reviews) - [Google Cloud Asset Inventory](https://www.g2.com/products/google-cloud-asset-inventory/reviews) - [Google Cloud Platform Security Overview](https://www.g2.com/products/google-cloud-platform-security-overview/reviews) - [HCL Notes](https://www.g2.com/products/hcl-notes/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Jamf Discovery](https://www.g2.com/products/jamf-discovery/reviews) - [LogicMonitor](https://www.g2.com/products/logicmonitor/reviews) - [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) - [Microsoft Intune Enterprise Application Management](https://www.g2.com/products/microsoft-intune-enterprise-application-management/reviews) - [Microsoft SharePoint](https://www.g2.com/products/microsoft-sharepoint/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [monday Work Management](https://www.g2.com/products/monday-com/reviews) - [NetScaler](https://www.g2.com/products/netscaler/reviews) - [NETSCOUT Network & Application Observability](https://www.g2.com/products/netscout-network-application-observability/reviews) - [New Relic](https://www.g2.com/products/new-relic/reviews) - [Oracle Cloud Data Management](https://www.g2.com/products/oracle-oracle-cloud-data-management/reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) - [Palo Alto Cortex XSIAM](https://www.g2.com/products/palo-alto-cortex-xsiam/reviews) - [Parallels Mac Management for Microsoft SCCM](https://www.g2.com/products/parallels-mac-management-for-microsoft-sccm/reviews) - [Qualys PM](https://www.g2.com/products/qualys-pm/reviews) - [Red Hat Ansible Automation Platform](https://www.g2.com/products/red-hat-ansible-automation-platform/reviews) - [runZero](https://www.g2.com/products/runzero/reviews) - [SailPoint](https://www.g2.com/products/sailpoint/reviews) - [Scale GenAI Platform](https://www.g2.com/products/scale-genai-platform/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [SolarWinds Observability](https://www.g2.com/products/solarwinds-worldwide-llc-solarwinds-observability/reviews) - [Splunk AppDynamics](https://www.g2.com/products/splunk-appdynamics/reviews) - [Splunk Enterprise](https://www.g2.com/products/splunk-enterprise/reviews) - [Sumo Logic](https://www.g2.com/products/sumo-logic/reviews) - [Tanium](https://www.g2.com/products/tanium/reviews) - [Tanium Inc.](https://www.g2.com/products/tanium-inc/reviews) - [Tenable OT Security](https://www.g2.com/products/tenable-ot-security/reviews) - [VMware vSphere](https://www.g2.com/products/vmware-vsphere/reviews) - [VMware Workstation Pro](https://www.g2.com/products/vmware-workstation-pro/reviews) - [Vulcan](https://www.g2.com/products/vulcan/reviews) - [Zabbix](https://www.g2.com/products/zabbix/reviews) ## ServiceNow IT Operations Management Features **Functionality** - Artificial Intelligence - Machine Learning - Systems Monitoring **Monitoring** - Performance Baselines - Performance Analysis - Performance Monitoring - AI/ML Assistance - Multi-System Monitoring **Reliability Objectives & Service Operations - AI SRE Tools** - Intelligent On-Call Workflows - Error Budget Tracking - SLI & SLO Management - Service Health Modeling & Reporting **Analysis** - Threat Detection **Issue Resolution** - Root Cause Identification - Proactive Identification - Resolution Guidance **Response** - Dashboards and Visualization - Incident Alerting - Root Cause Analysis (RCA) **AI Detection & Signal Quality - AI SRE Tools** - Cross-Telemetry Correlation - Change-Aware Detection - Adaptive Anomaly Detection - Alert Correlation & Noise Reduction **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management **Management** - System Integration - Alerting - Reporting **Agentic AI - Application Performance Monitoring (APM)** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Investigation & Root Cause Analysis - AI SRE Tools** - Guided Incident Investigation - Live Debugging in Production - AI Root Cause Analysis - Runtime-Verified Root Cause Analysis **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management **Generative AI** - AI Text Generation - AI Text Summarization **Automation & Platform Controls - AI SRE Tools** - Automated Runbook & Workflow Execution - Human-in-the-Loop Remediation - Integration, APIs & Secure Access Controls - AI-Assisted Code Fix Generation **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - AIOps Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Performance** - Real User Monitoring (RUM) - Second by Second Metrics **Functionality** - Synthetic Monitoring - Dynamic Transaction Mapping - Load Balancing - Cloud Observability ## Top ServiceNow IT Operations Management Alternatives - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) - 4.5/5.0 (1,231 reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - 4.4/5.0 (694 reviews) - [BigPanda](https://www.g2.com/products/bigpanda/reviews) - 4.5/5.0 (113 reviews)