What I like most is how it brings everything into one place. The Discovery and Event Management tools give us a clear view of what’s happening across our environment. It’s made tracking issues and dependencies much easier, especially when dealing with incidents. Also, having everything tied into the CMDB helps a lot when trying to understand the bigger picture. Review collected by and hosted on G2.com.

It can be pretty complex to set up, especially at the beginning. There’s a bit of a learning curve, and you really need someone who knows what they’re doing to configure things properly. Some parts still feel overly technical, and not everything is intuitive right away. Review collected by and hosted on G2.com.

I would like best about ServiceNow in IT Operations Management (ITOM) is how it brings real visibility and control to IT infrastructure in a way that’s both smart and scalable.

With best features like:

Discovery – it automatically maps out devices, apps, and services across the environment

AIOps – uses machine learning to reduce noise, detect anomalies, and prevent outages before they happen

Service Mapping – connects infrastructure to business services, so you see the impact of incidents, not just symptoms

Automation – replaces manual tasks with workflows, saving time and reducing errors

It transforms IT from reactive to proactive and predictive. The result? Fewer disruptions, faster resolution, and happier users — all while cutting down on operational costs.

Want a more personalized answer? I can tailor this based on whether you're an engineer, admin, or manager using ServiceNow ITOM. Review collected by and hosted on G2.com.

What I dislike about ServiceNow IT Operations Management (ITOM) is that while it’s incredibly powerful, it can be complex and resource-intensive to set up and maintain — especially without strong in-house expertise.

Initial Configuration Overhead: Setting up Discovery, Service Mapping, and CMDB requires deep technical knowledge and careful planning — it's not a plug-and-play experience.

Data Quality Issues: The value of ITOM hinges on clean, accurate data. But if your CMDB is messy or outdated, it can cause more confusion than clarity.

Licensing Costs: ITOM licensing (especially for Discovery, Event Management, and Cloud Management) can be expensive, and pricing isn’t always transparent.

Integration Complexity: While integrations are possible, they often require custom scripts or third-party tools, increasing maintenance efforts. Review collected by and hosted on G2.com.

ServiceNow ITOM provides excellent real-time visibility into infrastructure and services. The Discovery and Event Management features help detect issues before they affect end users. I especially appreciate how Service Mapping gives a clear view of dependencies, making root-cause analysis faster and more accurate. Review collected by and hosted on G2.com.

Initial configuration can be complex, especially with MID server setup and credential management. The learning curve is a bit steep without proper training or experience. Also, licensing costs can be a concern for smaller teams. Review collected by and hosted on G2.com.

ServiceNow ITOM offers real-time visibility, automated discovery, and intelligent event management, enabling proactive issue resolution and accurate CMDB maintenance. Its AI-driven alerting reduces noise and improves efficiency, while seamless integration with incident and change workflows enhances service reliability. It’s a powerful tool for modern, scalable IT operations. Review collected by and hosted on G2.com.

ServiceNow ITOM can be complex to configure initially, requiring significant setup time and expertise. Licensing costs are high, especially for smaller teams. Some modules lack out-of-the-box flexibility, leading to customizations. Integration with third-party monitoring tools sometimes needs additional effort. The learning curve can be steep for non-technical users. Review collected by and hosted on G2.com.

ServiceNow is very easy to use and gives freedom to set your portal according to your ease like ITAM ITSM tabs.

It is very easy to manage all IT assets Review collected by and hosted on G2.com.

As far I I have used it, if anyone fully learned this tool there are only pros to use this system, but some users require a proper learning platform for that servicenow need to introduce their own learning platform for new users Review collected by and hosted on G2.com.

It combines multiple former platforms we used into one connected solution that provides the granularity we need. It allows us to investigate issues and successes in new ways previously unknown to us. Review collected by and hosted on G2.com.

The setup for it is atrocious for the cost, especially since our vendor for ServiceNow uses the best practices suggested by ServiceNow, it feels like a constant reinventing of the wheel to get going. Review collected by and hosted on G2.com.

We have been using servicenow ITSM, Itom, ServiceNoe SecOps from 5 years. The way ServiceNOW IT Operations Management module maintains its CMDB assets is good. Review collected by and hosted on G2.com.

Too expensive and Their licensing model is bad. First ITOM came with agentless asset inventory model. However, that wasn't scanning the assets properly. Again they came up with agents. Now agents came with additional license. Review collected by and hosted on G2.com.

Applicational operational support tool at customer location for Production support incident creation and management.all incidents information at single point Review collected by and hosted on G2.com.

Few manual process to be automated .tool uses to perform action based on the specific issues at high level like db restart and application servers management Review collected by and hosted on G2.com.

What I like best about ServiceNow IT Operations Management is how it transforms complex, fragmented IT environments into a clear, connected view. The automated discovery and service mapping give real-time visibility into all infrastructure and application dependencies, while AI-powered event management reduces alert noise and speeds up root cause identification. This proactive, single-pane-of-glass approach not only improves service reliability but also empowers teams to focus on strategic work instead of firefighting. Review collected by and hosted on G2.com.

While ServiceNow IT Operations Management is powerful, its initial setup and configuration can be complex, especially for organizations without prior ServiceNow experience. Discovery, service mapping, and integrations often require careful planning and skilled resources, which can extend implementation timelines. Additionally, licensing and module costs can be significant, so smaller teams may need to carefully prioritize which features to deploy first. Review collected by and hosted on G2.com.

Best thing about ITOM is its use case for managing the risk that occur in our systems and ease of finding out solutions for problems that occur weekly in our systems Review collected by and hosted on G2.com.

Mainly the high cost of implementing it to our systems and using all the features that comes with it isn’t used enough. Because we don’t have set amount of people specializing in ITOM, it’s hard to maintain all the updates and service map validations. Review collected by and hosted on G2.com.