--- title: ServiceNow IT Operations Management Reviews meta_title: 'ServiceNow IT Operations Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 485 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: 485 scale: '5' date_modified: '2026-10-01' 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:** 485 **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. 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. ### 2. 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. ### 3. 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%. ### 4. 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.) 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 Google using a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **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. ### 5. Effortless ITSM and EUC with ServiceNow **Rating:** 5.0/5.0 stars **Reviewed by:** jaime 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 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. ### 6. Revolutionized Our Asset Management **Rating:** 5.0/5.0 stars **Reviewed by:** sammy z. | 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 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. ### 7. Streamlined Incident and Change Management **Rating:** 5.0/5.0 stars **Reviewed by:** Shannon H. | Lead Product Owner, 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 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. ### 8. Solid Product with Excellent Cloud Connectivity **Rating:** 5.0/5.0 stars **Reviewed by:** Omar 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 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. ### 9. Easy to Use and Quickly Makes Work Easier **Rating:** 4.5/5.0 stars **Reviewed by:** Udita M. | Trainee Junior Data Analyst, 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:** June 22, 2026 **What do you like best about ServiceNow IT Operations Management?** It’s easy to use and access, and it helps in no time. It really makes the work easier. **What do you dislike about ServiceNow IT Operations Management?** Sometimes it shows error while working it's become little hectic **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It helps us in clinical management for access and other components ### 10. Flexible CMDB and Discovery Management with ITOM **Rating:** 4.0/5.0 stars **Reviewed by:** Sushma S. | ServiceNow Programmer, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **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 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 ### 11. Efficient IT Management with Smart Alerts **Rating:** 5.0/5.0 stars **Reviewed by:** Kokila R. | Quality Engineering Analyst, 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:** 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. ### 12. 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.) **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:** 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. ### 13. Enhances IT Visibility, Challenges in Cloud Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Wasim 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 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. ### 14. ITOM (CMBD/DISCOVERY) **Rating:** 4.5/5.0 stars **Reviewed by:** Norman S. | ServiceNow Admin/ITOM/CMDB **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?** 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. ### 15. Great solution to monitor your infrastructure **Rating:** 5.0/5.0 stars **Reviewed by:** Angelique F. **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?** 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. ### 16. It's easy once you get used to it. **Rating:** 3.0/5.0 stars **Reviewed by:** Byunghoon O. **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 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?** 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. ### 17. Cant wait **Rating:** 4.0/5.0 stars **Reviewed by:** Megan F. **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?** 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. ### 18. ITOM...its what you put in it **Rating:** 3.0/5.0 stars **Reviewed by:** Alexis W. **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?** 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 ### 19. A must have **Rating:** 4.5/5.0 stars **Reviewed by:** Adam R. | IT Quality Control Technician **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 07, 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 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 ### 20. CMDB **Rating:** 4.0/5.0 stars **Reviewed by:** Barb 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 06, 2026 **What do you like best about ServiceNow IT Operations Management?** CMDB with use of the CSDM structure provides great structure for ITSM processes **What do you dislike about ServiceNow IT Operations Management?** The Service Mapping has limitations for companies who can't discover everything and thus require both discovered and manual relationships. AWS integration isn't straight forward and if not careful can bring your instance to it's knees **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Faster incident resolution, better planned changes and self serve audit information ### 21. User-Friendly Interface, Excellent for IT Management **Rating:** 5.0/5.0 stars **Reviewed by:** David H. | 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 love the user interface of ServiceNow IT Operations Management because it's very user-friendly, even for someone new to IT. I enjoy the ticketing system and also the ability to add notes and discuss solutions with end users. **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 for incidents, requests, and knowledge management. It's user-friendly, even for newcomers to IT. ### 22. IT Business Analyst **Rating:** 5.0/5.0 stars **Reviewed by:** Tyler H. | Senior IT Business Analyst **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?** Its strong shift from reactive firefighting to proactive, intelligent operations—powered by AIOps, automation, and unified visibility **What do you dislike about ServiceNow IT Operations Management?** Complexity, cost, and dependency on strong foundational data and expertise. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management (ITOM) primarily solves the challenges of complexity, reactivity, and lack of visibility in modern hybrid IT environments. It shifts IT operations from constant firefighting to proactive, intelligent management. ### 23. ITOM Brings Structure and Smarter Change Planning **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and 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 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?** ITOM has given our organization much more structure. It has forced us to really think about how our CIs are related in our organization, which really helps us to plan our changes more effectively. **What do you dislike about ServiceNow IT Operations Management?** The integration with our discovery source (Ninja one) was not extremely easy to setup. Having a standard setup for the discovery sources would be great. The one with Intune was very easy. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** The ability to see our organizational devices and how everything is related is extremely beneficial to us. It allows us to see how everything in our org is related. ### 24. Robust IT Visibility with Easy Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Yakub A. | IT consultant, Small-Business (50 or fewer 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 like the robustness and the end-to-end IT visibility that ServiceNow IT Operations Management provides. The visibility works perfectly for me, and it assists in service mapping. The initial setup was easy with the guided setup. **What do you dislike about ServiceNow IT Operations Management?** N/A **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management assists in CMDB data ingestion and governance, providing robust end-to-end IT visibility and aiding in service mapping. ### 25. Review 3 **Rating:** 5.0/5.0 stars **Reviewed by:** Mick 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 05, 2026 **What do you like best about ServiceNow IT Operations Management?** ServiceNow IT Operations Management (ITOM) is best known for providing comprehensive, end-to-end visibility across hybrid IT infrastructure, enabling proactive issue resolution, and automating manual tasks. **What do you dislike about ServiceNow IT Operations Management?** High licensing costs, steep learning curve, and complex, resource-intensive implementation. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management (ITOM) solves critical infrastructure visibility gaps, manual workflow inefficiencies, and reactive incident management by providing a unified, AI-driven platform. ### 26. Seamless Startup with Powerful Connectivity **Rating:** 0.0/5.0 stars **Reviewed by:** Marcus C. | Enterprise (> 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 that ServiceNow IT Operations Management has offerings right out of the box, which makes the product accessible. I enjoy all of it, and I found the initial setup to be pretty seamless. **What do you dislike about ServiceNow IT Operations Management?** Could make knowledge more accessible **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management provides visibility and insights, with offerings right out of the box making it accessible. ### 27. Streamlined Vendor Integration with Seamless Ops Management **Rating:** 4.0/5.0 stars **Reviewed by:** Chandra Udhaya K. | 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 use ServiceNow IT Operations Management for day-to-day operations and I like the metrics feature, especially related to SLA, as they provide more insights and actions. The initial setup was smooth. **What do you dislike about ServiceNow IT Operations Management?** Highlighting the process gaps **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for vendor integrations, and I find the metrics related to SLA provide more insights and actions. ### 28. Clunky UI Detracts from Otherwise Useful Features **Rating:** 1.5/5.0 stars **Reviewed by:** Lana L. | Technology Analyst **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** October 29, 2025 **What do you like best about ServiceNow IT Operations Management?** I really like how ServiceNow IT Operations Management allows me to see all the dashboards right in front of me. It presents all the information straight to me in one accessible view, which I find incredibly helpful. I enjoy the ability to click through and easily open tickets that are assigned to my team. This feature streamlines my workflow considerably, helping me manage my tasks more efficiently. Having all the information available at once without needing to search through multiple areas is a standout feature for me. The ability to have everything consolidated makes my work much easier and more straightforward. **What do you dislike about ServiceNow IT Operations Management?** I dislike how difficult navigation can be on ServiceNow IT Operations Management. The user interface feels very cumbersome and unattractive, making it challenging to find what I need quickly. Having separate dashboards for tasks and subtasks adds to the complexity since I prefer having everything in one place. This often results in me needing multiple tabs open to manage related subtasks, which I find inefficient. Additionally, the vast majority of functions seem unnecessary for my use case, cluttering the interface rather than enhancing it. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to streamline my workflow by tracking tickets and accessing dashboards easily, simplifying help desk tasks and improving work transparency. **Official Response from Michael Hansen:** > Thank you for your candid feedback, Lana. It sounds like the number of features offered under ServiceNow ITOM can be distracting if you are just working on one specific use case. I've passed that along to our product engineers. They have been working on our UI, particularly the Express List view, to create a broad but focused view. We hope you have the opportunity to explore those additional use cases in your future career. We need your experience, judgment, and critical thinking. We'd love to count you among one of our Certified Implementation Specialists. Please visit ServiceNow University at https://learning.servicenow.com/lxp/en/pages/career-journey?id=journey . ### 29. Streamlined and User-Friendly IT Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Saj K. **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: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** October 29, 2025 **What do you like best about ServiceNow IT Operations Management?** I have found ServiceNow IT Operations Management remarkably user-friendly and easy to access. It's been a crucial tool in my daily IT processes, particularly within the healthcare industry. The setup was very straightforward, which saved me a lot of time and effort. I appreciate how it streamlines incident management, service request management, problem management, and change management, making my day-to-day activities much more manageable. The platform's features, like the SOW, workspace, the now versus feature, and instant summarization, are incredibly practical and beneficial. The entire IKSM processes through ServiceNow are convenient to use, ensuring everything from logging in to ticket handling is smooth and efficient. These features and the overall ease of use and convenience are reasons why I would buy it again and recommend it to others. **What do you dislike about ServiceNow IT Operations Management?** I find that ServiceNow IT Operations Management could be more cost-effective. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to streamline daily IT tasks, like incident and problem management. It's user-friendly and simplifies ticket handling, especially helpful in healthcare. The ease of use and convenient processes enhance efficiency. ### 30. Useful **Rating:** 3.5/5.0 stars **Reviewed by:** Wen W. | システムエンジニア **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 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I think it's easy to implement because someone can use some of the features provided by OOTB. **What do you dislike about ServiceNow IT Operations Management?** For example, if you customize a workflow and something goes wrong, contacting Now Support might result in them being unhelpful in providing a solution. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I can help solve customers' problems. As a result, I believe customer satisfaction will improve. ### 31. Fast Resolution with Easy Workflows, but High License Cost **Rating:** 5.0/5.0 stars **Reviewed by:** Varun 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 the increased end-to-end visibility that ServiceNow IT Operations Management provides. I also appreciate the faster resolution of tickets due to easy workflows. These features help me with managed network services. **What do you dislike about ServiceNow IT Operations Management?** License Price **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps with faster problem resolution and increased end-to-end visibility. It supports quicker ticket resolution thanks to easy workflows. ### 32. Powerful Visibility Tool with Complex Implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Milan K. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 12, 2025 **What do you like best about ServiceNow IT Operations Management?** I like the way ServiceNow IT Operations Management structures its products for Visibility as it provides a logical and intuitive organization that really makes sense. Additionally, I appreciate how the products work well together, creating a seamless and efficient ecosystem that enhances operational effectiveness and helps me achieve my objectives with greater ease. **What do you dislike about ServiceNow IT Operations Management?** I don't like how Discovery is complicated to implement and its security concerns. The initial setup process is very complicated, which makes it challenging to get started smoothly. I would prefer a better implementation of JEA to ensure it works for all patterns, and there's a need to rewrite everything in patterns from WMI to PowerShell. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to collect data for CMDB, benefiting from structured visibility of products that work well together, but face challenges with the complexity of discovery implementation and security concerns. ### 33. Super Easy Setup, Essential for Fast Resolutions **Rating:** 5.0/5.0 stars **Reviewed by:** Edxavier R. | 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 has evolved over the years and has become one of the main assets for us. The initial setup was super easy, and the guide is very helpful. **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 to tie tickets to configuration items, speeding up ticket resolution. ### 34. Streamlines Configuration but Setup is Challenging **Rating:** 5.0/5.0 stars **Reviewed by:** Henry W. | 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 appreciate how ServiceNow IT Operations Management helps improve IT operation efficiencies. **What do you dislike about ServiceNow IT Operations Management?** Duplicate CI's cause confusion. The initial setup is not too hard unless you have all the right pieces together. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to manage all network configuration items and group CIs into different classes, which improves IT operation efficiencies. ### 35. Unified Event Management with ITOM **Rating:** 4.5/5.0 stars **Reviewed by:** Sudhanshu T. | App DEV ENGINEER III **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?** The ITOM visibility and ITOM HEALTH are easy to get adapted and provide your business real value when it comes to the creation of the dependency maps **What do you dislike about ServiceNow IT Operations Management?** Not specifically but there are few gaps in the visibility area which needs to be resolved **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** We are ensuring streamline resolution of MIM using the ITOM Capability ### 36. Effortless Asset Management with ServiceNow **Rating:** 5.0/5.0 stars **Reviewed by:** Chris H. | 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 ability to view our assets with ServiceNow IT Operations Management, which keeps me from being concerned about missing assets. The initial setup was easy. **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 for CMDB and discovery, solving CI discovery and asset awareness issues, and ensuring I'm not concerned about missing assets. ### 37. Powerful ITOM and CMDB for Event Ingestion, Incidents, and Discovery **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | 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 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:** June 09, 2026 **What do you like best about ServiceNow IT Operations Management?** We use ITOM to ingest events and create incidents. We also use the CMDB across our entire company, including discovery. **What do you dislike about ServiceNow IT Operations Management?** It can take a while to implement, and the event management features—especially SNMP traps and discovery—can be very confusing to set up and manage. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It’s mainly CMDB-related, but it brings everything together in one place. The discovery feature also helps minimize manual work, which makes managing and keeping things up to date much easier. ### 38. Massive **Rating:** 4.5/5.0 stars **Reviewed by:** Harpreen a. **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 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 AIOps features are a lifesaver for cutting through alert fatigue, though you’ll need to spend some quality time "teaching" the system your environment to stop it from flagging every minor hiccup. **What do you dislike about ServiceNow IT Operations Management?** The pricing and licensing structure feels like a maze **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It sitting all out service desk issues at one platform ### 39. Easy How ServiceNow ITOM Addresses Operational Challenges and Convenient for Daily Operation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Small-Business (50 or fewer 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 14, 2026 **What do you like best about ServiceNow IT Operations Management?** It’s easier to use and more convenient for day-to-day operations. **What do you dislike about ServiceNow IT Operations Management?** Complex implementation and configuration. ITOM is powerful, but that power comes with complexity. Features like Discovery, Service Mapping, and Event Management often require careful planning, integration work, and ongoing tuning. Organizations sometimes underestimate the effort involved ans also the high costing **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** On a day-to-day basis, I deal with the following problems: limited visibility into infrastructure issues. Also difficulty understanding service dependencies ### 40. CMDB health is measurable! **Rating:** 3.5/5.0 stars **Reviewed by:** scott T. **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 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 last few years ServiceNow had made huge platform improvements to provide tool for maintaining cmdd health And define what correct mean for our organization **What do you dislike about ServiceNow IT Operations Management?** Complexity of the csdm Push to use levels of service that do not provide value to org **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Coalescing multiple virtual platforms Into a single pane ### 41. Best IT ticketing management **Rating:** 4.5/5.0 stars **Reviewed by:** Christian D. | Information Technology Service Desk, 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:** 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 05, 2025 **What do you like best about ServiceNow IT Operations Management?** ServiceNow is a reliable and user-friendly platform that empowers organizations to streamline their operations and improve service delivery across various departments. Its consistent performance and cloud-based infrastructure ensure minimal downtime, making it a dependable solution for critical business functions. The platform is designed with ease of use in mind, featuring an intuitive interface, customizable dashboards, and low-code tools that require little to no technical expertise, allowing users to navigate and perform tasks efficiently. Additionally, ServiceNow offers mobile accessibility and seamless integration with other systems, enhancing flexibility and productivity for both in-office and remote teams. Overall, its combination of reliability, simplicity, and scalability makes ServiceNow a valuable asset for modern businesses seeking to automate workflows and improve user experiences. **What do you dislike about ServiceNow IT Operations Management?** it also has some downsides that organizations should consider. One of the main drawbacks is its high cost, especially for small to mid-sized businesses, as licensing, customization, and maintenance expenses can add up quickly. Additionally, while the platform is user-friendly once configured, the initial setup and customization can be complex and may require skilled developers or consultants. Some users also report that performance can slow down with heavy data loads or complex workflows. Lastly, frequent updates—while important for security and features—can sometimes cause compatibility issues with existing customizations, requiring additional maintenance and testing efforts. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** We use ServiceNow as a centralized platform to manage our IT operations, ranging from basic IT requests to more advanced functions like change management and knowledge sharing. For everyday support, employees can easily submit tickets for common IT issues such as password resets, software installation, or hardware troubleshooting. The user-friendly interface allows them to track the progress of their requests in real-time, improving transparency and reducing downtime. Beyond basic support, ServiceNow also handles our change requests in a structured and organized way. This helps our IT team evaluate, approve, and implement changes with minimal risk, ensuring stability and compliance across our systems. In addition, we maintain a robust knowledge base within ServiceNow, where employees can access self-help articles, troubleshooting guides, and FAQs. This not only empowers users to resolve minor issues on their own but also reduces the workload on IT support staff. Overall, ServiceNow plays a crucial role in streamlining our IT processes, improving efficiency, and enhancing the overall user experience across the organization. ### 42. Great Customer Experience and Valuable Skill Exposure **Rating:** 4.0/5.0 stars **Reviewed by:** Dhivya Bharathi R. | Application Development Associate, Small-Business (50 or fewer 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:** June 08, 2026 **What do you like best about ServiceNow IT Operations Management?** I had a good customer experience, and it gave me solid exposure to useful skills. **What do you dislike about ServiceNow IT Operations Management?** Nothing needed improvising; everything went well. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Good mentorship, and it’s been great being here. Thanks for all your help and support. ### 43. IT operations management at your fingertips **Rating:** 5.0/5.0 stars **Reviewed by:** eilene p. **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 how ITOM brings everything together and supports ITSM. **What do you dislike about ServiceNow IT Operations Management?** It takes a while to work through Discovery patterns to get it right **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** We are able to create actionable alerts and from those great the incidents that are needed and get them directly to the team so we can resolve issues quickly ### 44. Future investment **Rating:** 4.0/5.0 stars **Reviewed by:** Dan W. **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 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?** Is Tina credited to the service sale? Suite of products enabling better operational management across the. **What do you dislike about ServiceNow IT Operations Management?** Still evaluating the product suite didn’t see how it fits in with their other landscape of products. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** The goal would be to move from a disparate landscape products to a centralized integrated suite. ### 45. Great for newbie and starters **Rating:** 5.0/5.0 stars **Reviewed by:** Eugene Rei T. | Software Engineer, Mid-Market (51-1000 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:** 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 02, 2025 **What do you like best about ServiceNow IT Operations Management?** I started as a complete newbie on the platform, but I didnt have a hard time adapting to its features. I was able to quickly learn how to manage tickets, requests, incidents, and more on ServiceNow. ServiceNow helps streamlines related tickets, making it easier to track and resolve issues efficiently. Integrating ServiceNow with internal applications improved how management monitors and approves changes and ensures that every step, from implementation and scheduling to testing and outages, is well documented. As I grew more familiar with the platform, I was able to assist many customers effectively using its notification features and detailed ticket history is also great for understanding the full lifecycle of a ticket, which helps prevent repeated problems and improves resolution quality. Overall, ServiceNow has been a great tool in my development and in delivering better support with my role and for the management. **What do you dislike about ServiceNow IT Operations Management?** One think that I can think of right now is sometimes the UI is a bit cluttered for beginners. I do have experience with UI and quite techy but for a complete new users for the applications like business users, it might be a bit hard. They most of the time forgot to fill out some details and have to communicate or reach out to them to have all informations correct but aside from that, its an overall strong tool for the management and as a ticketing system **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps us find issues faster before they become bigger problem. It also helps connect different systems we use so we can see everything in one place. Makes it easier for us to fix things quick and avoid downtime. ### 46. Seamless Integration with ITSM and Asset Visibility **Rating:** 5.0/5.0 stars **Reviewed by:** Jake B. | Sr Manager, Managed Services, 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 05, 2026 **What do you like best about ServiceNow IT Operations Management?** I use ServiceNow IT Operations Management to integrate with ITSM, which helps with the visibility of assets. The setup process went well when using a partner, and it stayed close to the standard. **What do you dislike about ServiceNow IT Operations Management?** nothing comes to mind **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management to integrate with ITSM, providing visibility of assets. ### 47. AI with ITOM **Rating:** 2.0/5.0 stars **Reviewed by:** Pavan N. **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 discovery which can discover anything which can be onprem or cloud **What do you dislike about ServiceNow IT Operations Management?** Not very good with Service Mapping. Still needs to enrich the product for more applications **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It give the database and instances and related server details. Where most of the world is still dependent on excel sheets for this ### 48. Promising ITSM & ITOM Integration with Room for Enhancements **Rating:** 4.5/5.0 stars **Reviewed by:** gloria 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 anticipate liking the incident management and CMDB features of ServiceNow IT Operations Management. I also hope that it will help address ITSM problems efficiently. So far, the setup has been good. **What do you dislike about ServiceNow IT Operations Management?** I feel like the root cause analysis in ServiceNow IT Operations Management could use some improvement. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** n/a ### 49. Effortless, Comprehensive IT Management **Rating:** 5.0/5.0 stars **Reviewed by:** Michael 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 find ServiceNow IT Operations Management easy to use, which makes it practical for my needs. I use the CMDB feature along with discovery, and the guidance and CSDM provide valuable assistance. **What do you dislike about ServiceNow IT Operations Management?** more training **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps me know what we have, making IT asset management easier. ### 50. Easy to Use, Needs More Training **Rating:** 4.5/5.0 stars **Reviewed by:** Annie G. | 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 using ServiceNow IT Operations Management because of its ease of use. It helps us coordinate workloads, which makes managing teams more efficient. The initial setup was easy, making the transition straightforward. **What do you dislike about ServiceNow IT Operations Management?** I think ServiceNow IT Operations Management could use more training modules. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It helps us coordinate workloads. ## 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=5&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-10-01+16%3A28%3A35+-0500&secure%5Bsession_id%5D=3d75f901-56d9-499b-a9cf-d36899826bb3&secure%5Btoken%5D=16d4c6a62ec7ec34f259adfb932d5a5f36103ffe807e031ffbf779c43391c357&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 (1,238 reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - 4.4/5.0 (718 reviews) - [BigPanda](https://www.g2.com/products/bigpanda/reviews) - 4.5/5.0 (154 reviews)