--- title: ServiceNow IT Operations Management Reviews meta_title: 'ServiceNow IT Operations Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 483 reviews by the users' company size, role or industry to find out how ServiceNow IT Operations Management works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 483 scale: '5' date_modified: '2026-09-13' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # 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:** 483 **AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality. ## 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 Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users appreciate the **ease of use** of ServiceNow IT Operations Management, enhancing customer support and operational efficiency. (51 reviews) - Users value the **visibility** provided by ServiceNow IT Operations Management, enhancing transparency and driving productivity across the organization. (44 reviews) - Users value the **visibility and insights** provided by ServiceNow IT Operations Management, enhancing infrastructure and application management. (39 reviews) - Users value the **time-saving automation** in ServiceNow IT Operations Management, enhancing transparency and operational control. (31 reviews) - Users praise the **exceptional flexibility** of ServiceNow IT Operations Management, enhancing case resolution and documentation efficiency. (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 face a **steep learning curve** with ServiceNow IT Operations Management due to its complexity and numerous features. (29 reviews) - Users find the **complexity** of ServiceNow IT Operations Management to be a significant barrier, hindering effective setup and usage. (27 reviews) - Users find the **setup complexity** to be a challenge, requiring significant effort and expertise to navigate effectively. (25 reviews) - Users find ServiceNow IT Operations Management to be **expensive** , which may limit accessibility for smaller organizations. (24 reviews) - Users face a **steep learning curve** with ServiceNow IT Operations Management, making effective use challenging and time-consuming. (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. Robust Asset Management with Minor Setup Complexities **Rating:** 4.0/5.0 stars **Reviewed by:** Dana B. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the several options for different types of assets in ServiceNow IT Operations Management. I also appreciate its simple configuration. The modernization and new features are definitely a plus. **What do you dislike about ServiceNow IT Operations Management?** Service mapping needs improvement for better data handling, and there is a need to include more asset types like networks. The initial setup can be complex, particularly regarding how to best configure unique scenarios. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for managing IT assets and discovering IT assets easily. ### 2. Effective IT Service Prioritization, Needs Better CMDB **Rating:** 3.0/5.0 stars **Reviewed by:** Steven D. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like how ServiceNow IT Operations Management helps us organize effectively and is great for prioritizing IT incidents and changes. It's also utilized for prioritizing IT services for our end-users, which is a significant advantage. **What do you dislike about ServiceNow IT Operations Management?** CMDB configurations are not great or effectively implemented and is critical for the IT Ops to work effectively as well as enable us to automate IT tasks. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to organize effectively and prioritize IT services for our end users. ### 3. ITOM **Rating:** 4.0/5.0 stars **Reviewed by:** Jacinta S. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 30, 2026 **What do you like best about ServiceNow IT Operations Management?** ITOM is an excellent platform for streamlining infrastructure management and reducing operational complexity. **What do you dislike about ServiceNow IT Operations Management?** ITOM can be complex to configure and requires significant ongoing administration. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It centralises IT operations, reducing manual effort through automation and improving service reliability. ### 4. Enhances Team Connectivity, Needs Improved Ticket Descriptions **Rating:** 4.0/5.0 stars **Reviewed by:** Raul B. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the visualizations and connectivity between teams in ServiceNow IT Operations Management. They allow me to track and follow up on tickets across the organization. **What do you dislike about ServiceNow IT Operations Management?** I think the ticket descriptions on the user-facing side could be better. It's difficult to track tickets on the client side without descriptions. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for incidents and service management, and I like the visualizations and connectivity between teams. It helps track and follow up tickets across the organization. ### 5. Effortless Event Management with Seamless Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Vikram M. | Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like how ServiceNow IT Operations Management allows for consolidation and tagging with config. The integration is simple, and there are spokes available, which makes things easier. I also appreciate the drag-and-drop functionality, adding a level of convenience when managing things. The initial setup was quite comfortable, which was a relief. **What do you dislike about ServiceNow IT Operations Management?** Multiple sources of events could sometimes lead to duplicate **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to consolidate events from multiple monitoring sources, which helps with event correlation. ### 6. Effortlessly Manages and Monitors IT with AI Boost **Rating:** 5.0/5.0 stars **Reviewed by:** Maynor A. | Vice President, IT, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 19, 2026 **What do you like best about ServiceNow IT Operations Management?** I like how ServiceNow IT Operations Management cuts through all the alerts spam with AI grouping, so we get clear views of our servers without the chaos, helping us fix stuff faster. I am pleased with all the features provided by ServiceNow. Also, the initial setup was super easy, and managing it is even easier. **What do you dislike about ServiceNow IT Operations Management?** I am pleased with all the features. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps us manage and monitor servers, solves alert fatigue, prioritizes incidents, automates routine resolutions, and cuts through alert spam with AI grouping. It provides clear views of our servers without chaos, helping us fix stuff faster. ### 7. Robust CMDB Management, Needs Better Intuitiveness **Rating:** 4.0/5.0 stars **Reviewed by:** Kathy Y. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the ability to discover and update the CMDB with ServiceNow IT Operations Management. The service graph connectors make it easier to connect with systems of record and bring configuration data to the CMDB. **What do you dislike about ServiceNow IT Operations Management?** Service mapping is not very intuitive, and the initial setup required some work and incremental tuning. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to keep our CMDB up to date and easily connect with systems of record to bring configuration data to the CMDB. ### 8. Adaptable and Fast **Rating:** 5.0/5.0 stars **Reviewed by:** Rado P. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the adaptability, agility, and speed of ServiceNow IT Operations Management. It helps our team deploy patches at scale, ensuring that end user experience remains high at all times. **What do you dislike about ServiceNow IT Operations Management?** pricing for ITOM SUs - other competitors are going hard after us **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for asset discovery and to ensure timely SRE activities. It enhances our team's adaptability, agility, and speed, allowing us to deploy patches at scale and keep end-user experiences high. ### 9. Centralized Asset Clarity with Some Setup Challenges **Rating:** 3.5/5.0 stars **Reviewed by:** Ashlee K. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 10. Excellent IT Visibility and Automation for More Reliable Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Ashmit R. | Account Executive, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **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. ### 11. 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.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 12. Facilitated Workflow, Needs Metric Clarity **Rating:** 5.0/5.0 stars **Reviewed by:** Eric S. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Thank You page:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **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. ### 13. Ease of Use with Powerful Tracking Capabilities **Rating:** 4.5/5.0 stars **Reviewed by:** Diana F. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 14. 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.) **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **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. ### 15. Effortless Operations but Pricey **Rating:** 4.5/5.0 stars **Reviewed by:** Harpreen A. | Mid-Market (51-1000 emp.) **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 16. Centralized Visibility with Complex Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Subashree V. | Associate Instructor, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **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. ### 17. Good but not for everyone **Rating:** 4.0/5.0 stars **Reviewed by:** Partha Sarathi S. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 30, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Operations Management?** The cutting-edge ecosystem capability is impressive. **What do you dislike about ServiceNow IT Operations Management?** difficult to implement. ROI conversations make the solution capability look bad. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It helps surface structures and lets you visualise them clearly, with operations right at your fingertips. ### 18. Clear, Easy-to-Use Platform That Streamlines Admin and Routing Tasks **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 15, 2026 **What do you like best about ServiceNow IT Operations Management?** The platform is very clear and easy to use. I have noticed a decrease in additional admin organising and routing tasks, as ServiceNow streamlines this for me. This has noticeably reduced alerts received that are not necessarily appropriate for my role. **What do you dislike about ServiceNow IT Operations Management?** Due to the huge amounts of data, it can sometimes be a little slow to load and use. Reporting can take a while to configure correctly or as desired. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It helps me observe that team members are achieving SLAs and highlights members who may need further training or improvement in certain areas. ### 19. Ease of use **Rating:** 4.0/5.0 stars **Reviewed by:** Talal T. | Service Availability Manager **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 29, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Operations Management?** Helps identify pain points and solutions that support our stakeholders **What do you dislike about ServiceNow IT Operations Management?** Not much its been a great tool for my use cases **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Providing business units with services and insights to manage their ops teams ### 20. 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.) **Validated Reviewer:** Validated through Google One Tap using a business email account **Source: Thank You page:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **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. ### 21. ServiceNow ITOM **Rating:** 4.5/5.0 stars **Reviewed by:** Sibu R. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 30, 2026 **What do you like best about ServiceNow IT Operations Management?** An integrated platform that helps Ina streamlined Operating model helping delivery, management and maintenance with the required governance.. **What do you dislike about ServiceNow IT Operations Management?** Nothing in particular at this stage to report. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Delivery management and maintenance enabling refined operations. ### 22. Effortless CMDB Management and Service Mapping **Rating:** 5.0/5.0 stars **Reviewed by:** Hashim A. | Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 23. Automates Discovery, Struggles with Dynamic IPs **Rating:** 4.5/5.0 stars **Reviewed by:** Joshua H. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 24. Effortless Setup, But Data Overload Hinders Usability **Rating:** 5.0/5.0 stars **Reviewed by:** Ajay S. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 25. Effortless Enhancement and Release Management **Rating:** 5.0/5.0 stars **Reviewed by:** Dinash D. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 26. 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.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 27. Sleek Design with Easy Setup, Needs Better Customization **Rating:** 5.0/5.0 stars **Reviewed by:** Pat D. | Mid-Market (51-1000 emp.) **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 28. Enhances Incident Management with Operational Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Leila A. | Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 29. Effective Incident Management with High Recommendation **Rating:** 5.0/5.0 stars **Reviewed by:** joseph s. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 30. Comprehensive IT Management with Iterative Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Ernest L. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 31. Complete solution for managing ITOM **Rating:** 4.5/5.0 stars **Reviewed by:** Dave C. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 32. Flexible, Intuitive, and Time-Saving Built-In Analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 33. Effortless UI/UX and Cloud Discovery Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Nakul B. | Masters Student, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 04, 2026 **What do you like best about ServiceNow IT Operations Management?** I like cloud discovery operations and ease of using UI/UX **What do you dislike about ServiceNow IT Operations Management?** Data structure is tooo complex it takes time **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Ticketing tool makes it alot easy to handle operations ### 34. Powerful product **Rating:** 5.0/5.0 stars **Reviewed by:** Victor v. | Senior ServiceNow Administrator, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 05, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **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 ### 35. Convenient and Customizable with Minor Usability Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Steven H. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 36. Centralized Insights with ServiceNow IT Operations **Rating:** 3.5/5.0 stars **Reviewed by:** Robert B. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 37. Effortless Reporting and Centralized Information Hub **Rating:** 5.0/5.0 stars **Reviewed by:** Ofmara P. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 38. Convenient Asset Management but CMDB Needs Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Matthew S. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 39. Full Visibility with Simple Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Manisha S. | Small-Business (50 or fewer emp.) **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 40. ServiceNow ITOM Automation Keeps Asset Data Up to Date **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 19, 2026 **What do you like best about ServiceNow IT Operations Management?** The most helpful feature of ServiceNow ITOM is that it keeps us maintain all kinds of assets as they are updated using automation. **What do you dislike about ServiceNow IT Operations Management?** Something that I dislike is that it has a margin of error depending on the way it is configured or fetching the data from the CMDB could be made more efficient. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow ITOM helps us maintaining all the assets and monitors the health of all those assets. ### 41. Robust Workflows and Asset Organization in ServiceNow **Rating:** 5.0/5.0 stars **Reviewed by:** Denae S. | Senior Software Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Thank You page:** Invitation from G2. This reviewer was offered a nominal incentive as thanks for completing this review. **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. ### 42. Efficient Operations with Minor Upgrade Setbacks **Rating:** 5.0/5.0 stars **Reviewed by:** Aiswarya P. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 43. Centralizes Alerts, Simple Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Julie D. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 44. Insightful and Efficient, Needs Custom Flexibility **Rating:** 3.5/5.0 stars **Reviewed by:** Erick L. | Senior Supply Planner - ANZ, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 45. A powerhouse at your fingertips **Rating:** 5.0/5.0 stars **Reviewed by:** Vladimir S. | Director, Project management **Validated Reviewer:** Validated through LinkedIn **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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 ### 46. Amazing Product **Rating:** 4.0/5.0 stars **Reviewed by:** anubhav v. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 30, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Operations Management?** Discovers all assets and provides visibility **What do you dislike about ServiceNow IT Operations Management?** Can be tricky to manage credentials and manage OT assets **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Providing visibility to all the assets in the environment ### 47. Powerful CI & Asset Management with Relationship Mapping **Rating:** 4.0/5.0 stars **Reviewed by:** Sharath M. | Principle Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 26, 2026 **What do you like best about ServiceNow IT Operations Management?** You can manage all CIs and assets, along with their relationships. **What do you dislike about ServiceNow IT Operations Management?** Maintaining ITOM isn’t easy, and building the architecture can be challenging, especially when you have a large instance. It’s not always straightforward. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use midservers to securely handle internal integrations. ### 48. Flexible Visibility Tool with Manual Setup Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** pooja s. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 49. Necessity for any Organization **Rating:** 5.0/5.0 stars **Reviewed by:** Danny K. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 05, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **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. ### 50. Significantly Reduced Our Incident Count **Rating:** 5.0/5.0 stars **Reviewed by:** Tuan N. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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%. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-09-14+02%3A29%3A36+-0500&secure%5Bsession_id%5D=df7eed77-3ded-470e-b216-4c12aa524f66&secure%5Btoken%5D=27345218bc6d9172f98008dcee2fc806b792cf8d5ebdf433826bd7d5d652fc73&format=llm_user) ## ServiceNow IT Operations Management Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Functionality** - Artificial Intelligence - Machine Learning - Systems Monitoring - IT Monitoring - Performance Monitoring **Monitoring** - Performance Baselines - Performance Analysis - Transaction Monitoring - AI/ML Assistance - Multi-System Monitoring - Generative AI - Container Monitoring **Reliability Objectives & Service Operations - AI SRE Tools** - Intelligent On-Call Workflows - Error Budget Tracking - SLI & SLO Management - Service Health Modeling & Reporting **AI & Conversational Intelligence - Enterprise AI Chatbots** - Retrieval-Augmented Generation (RAG) - Natural Language Understanding - Multi-Turn Conversations - Contextual Response Generation **Analysis** - Threat Detection **Issue Resolution** - Root Cause Identification - Proactive Identification - Resolution Guidance **Response** - Dashboards and Visualization - Incident Alerting - Root Cause Analysis (RCA) - Trend Analysis - Data Visualization **AI Detection & Signal Quality - AI SRE Tools** - Cross-Telemetry Correlation - Change-Aware Detection - Adaptive Anomaly Detection - Alert Correlation & Noise Reduction **Knowledge & Data Integration - Enterprise AI Chatbots** - Real-Time Data Retrieval - API & Custom Data Connectors - Knowledge Base Integrations - CRM & ERP Integrations **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management - IT Asset Management - Activity Tracking **Management** - System Integration - Alerting - Reporting **Agentic AI - Application Performance Monitoring (APM)** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making - Third-Party Integrations **Investigation & Root Cause Analysis - AI SRE Tools** - Guided Incident Investigation - Live Debugging in Production - AI Root Cause Analysis - Runtime-Verified Root Cause Analysis **Security, Governance & Compliance - Enterprise AI Chatbots** - Audit Logging - Role-Based Access Controls - Data Residency Controls - Response Guardrails **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management - Remote Monitoring & Management - Configuration Management - Task Management - License Management - Capacity Management - Compliance Management - Service Level Agreement (SLA) Management - Incident Management **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **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 **Administration & Deployment - Enterprise AI Chatbots** - Workflow Automation - Escalation Workflows - Conversation Analytics - Multi-Channel Deployment **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - AI/Machine Learning - Third-Party Integrations **Agentic AI - AIOps Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Root Cause Analysis - AI Copilot - Application Security - Reporting/Analytics - Data Aggregation - Incident Management - Alerts/Notifications **Additional Functionality** - Audit Trail - Single Sign On - Security Tools - Server Monitoring - Generative AI - Self Service Portal - Event Logs - Maintenance Scheduling - Data Import/Export - Personalization and Recommendation - AI Copilot - IT Reporting - Alerts/Notifications - Access Controls/Permissions - Issue Auditing - Dashboard - API - Real-Time Notifications - Real-Time Monitoring - Workflow Automation **Performance** - Real User Monitoring (RUM) - Performance Metrics **Functionality** - Database Monitoring - Dynamic Transaction Mapping - Load Balancing - Cloud Observability - Server Monitoring **Additional Functionality** - Real-Time Data - Email Alerts - Bottleneck Identification - API - Uptime Reporting - Resource Management - Dashboard Creation - Data Import/Export - Baseline Manager - Issue Tracking - Drag & Drop - Reporting/Analytics - Alerts/Notifications - Prioritization - Collaboration Tools - Real-Time Reporting - Application Management - SSL Security - Incident Management - Access Controls/Permissions - Status Tracking - Audit Management - Customizable Reports - Diagnostic Tools - Single Sign On - Workflow Management - AI Copilot - Activity Tracking - Event Logs ## Top ServiceNow IT Operations Management Alternatives - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) - 4.5/5.0 (1,235 reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - 4.4/5.0 (715 reviews) - [BigPanda](https://www.g2.com/products/bigpanda/reviews) - 4.5/5.0 (152 reviews)