The most impressive thing is never get hanged or struck, easily understand by even a non technical person, easy to handle by non technical person aswell.

No need of special training at all to understand the tool.

The highlighting of ticket number and a critical Information from set of information is a good thing. Review collected by and hosted on G2.com.

Yes, since whole world moving towards artificial intelligence i would recommend Servicenow to adopt Ai for below points:

1. Using Ai to allow us create Dashboard as however we want.

2. Using Ai to remind us of about older tickets which we haven't interacted for a while.

3. Using Ai to Automate some sort of work like if we add comment in ticket it should show when to send comments on tickets.

4. Using Ai to clear the tickets of long queue of confirmed responses from clients. Review collected by and hosted on G2.com.

ITOM is best for a case where we need to track configuration items like laptops, servers, networking devices, softwares any items for that matter. The best one so far is service discovery which helps us discover all of the virtual machines we have on the cloud setup into the servicenow instance which helps keep track of them and their performance. Review collected by and hosted on G2.com.

ITOM gets confusing at times because of the vastness and the configuration items need to be properly mapped based on the dependency maps, relationship ci editors. Review collected by and hosted on G2.com.

I like being able to enjoy my morning coffee in peace, without having to sort through a pile of alerts just to figure out what needs my attention first. Throughout the day, I no longer have to chase false alarms, and instead I can focus on meaningful issues, backed by consistent performance and quality integrations. Review collected by and hosted on G2.com.

Well, the mornings are good, but not every part of the day runs perfectly. There are still some moments where I have to pause and investigate exceptions and verify unusual alerts. This doesn’t happen every time but still are part of the routine. Review collected by and hosted on G2.com.

What I like most about ServiceNow IT Operations Management is how it brings together Discovery, Service Mapping, Event Management, and the CMDB into a single, integrated platform. It provides real-time visibility into infrastructure and service dependencies, which makes troubleshooting, impact analysis, and change planning much more effective. The automation capabilities reduce manual effort, improve data quality, and ensure the CMDB remains accurate, allowing IT teams to make faster, more informed decisions with confidence. Review collected by and hosted on G2.com.

While ServiceNow IT Operations Management provides significant value, it can be complex to implement and maintain effectively. Achieving the full benefits of capabilities such as Discovery, Service Mapping, and Event Management requires strong governance, ongoing data quality management, and skilled platform resources. Licensing can also be difficult to navigate as organisations scale, with different capabilities and user models adding complexity. Additionally, tuning and managing large environments can require ongoing effort to ensure performance, accuracy, and meaningful operational insights. Review collected by and hosted on G2.com.

I like the centralized view of our IT environment that ServiceNow IT Operations Management provides. It makes it easier to monitor infrastructure, identify issues, and keep track of operational events from a single platform, which saves time and improves overall efficiency. The centralized view helps us see the overall health of our IT environment in one place, allowing us to quickly identify issues, understand their impact, and prioritize the most critical ones. This feature is particularly valuable as it saves time and helps the team respond to problems more efficiently. Review collected by and hosted on G2.com.

The initial setup and configuration can be time-consuming, especially for us with a complex IT environment. A simpler user interface and more out-of-the-box guidance would make it easier for new users to get started. Review collected by and hosted on G2.com.

I like ServiceNow IT Operations Management for the centralized visibility it provides across infrastructure, alerts, and overall service health. Its automation and integration capabilities reduce manual effort and help speed up issue resolution. The dashboards make it easy to quickly spot impacted services and prioritize the most critical problems. I also appreciate how automation and alert correlation cut down on repetitive work and help minimize false alarms. Integrations with tools like Azure Monitor and SolarWinds further centralize alerts and can automatically create incidents, which reduces the need for constant manual monitoring. Review collected by and hosted on G2.com.

I find it complicated to configure, and I often need specialized experts for customization. I’ve also noticed that performance and alert accuracy depend heavily on the level of automation in place, as well as ongoing maintenance. Review collected by and hosted on G2.com.

I really appreciate the recent AI features added to ServiceNow IT Operations Management. They're really impressive, and I love that feature. It's like the cherry on the cake because I can skim issues with just one click and get a summarized overview without having to go through every part of the ticket. I also find it very helpful that it provides the history of tickets and everything in one place. This feature helps me manage multiple incidents at once, allowing me to work on more than ten incidents efficiently and share updates with managers quickly. It makes day-to-day work a lot easier, and it has a significant impact on how we operate. Review collected by and hosted on G2.com.

The one feature I was expecting is the option to delete the commands I've added. It's very crucial when we're working with a very important customer during an incident. We may make some human errors, so it would be helpful if we could delete the notes we've added and replace them with whatever or edit them. If that feature were there, it'd be perfect then. Review collected by and hosted on G2.com.

What I like most about ServiceNow IT Operations Management (ITOM) is how it delivers end-to-end visibility across the IT infrastructure while also automating routine operational work. Capabilities like Discovery, Service Mapping, and Event Management make it easier to spot and address issues proactively, which helps reduce downtime and strengthen overall service reliability. I also appreciate how seamlessly it integrates with the broader ServiceNow platform, allowing IT teams to collaborate more effectively, use real-time data to make better-informed decisions, and ultimately provide a better experience for both employees and customers. Overall, ITOM supports higher operational efficiency, cuts down on manual effort, and helps maintain business continuity. Review collected by and hosted on G2.com.

One drawback of ServiceNow IT Operations Management is that implementation and configuration can be complex, especially for organizations with large or heavily customized IT environments. In many cases, it takes experienced administrators, along with a meaningful upfront investment of time and training, to fully realize its value. Licensing can also be expensive for smaller organizations, and some of the more advanced features come with a learning curve. That said, once it’s set up properly, the long-term operational benefits often outweigh these challenges. Review collected by and hosted on G2.com.

As an IT operations professional, I appreciate ServiceNow IT Operations Management for its centralized monitoring, incident correlation, and automation capabilities. It helps quickly identify issues, streamline incident resolution, and improve service availability. The integration with ITSM and real-time dashboards makes day-to-day operations more efficient and reduces manual effort. Review collected by and hosted on G2.com.

Nothing i think its a great tool ever for it Review collected by and hosted on G2.com.

I remember the day when we adopted this platform, and it effortlessly started to act like a smart teammate, organizing server alerts and health metrics into one clear command center. Its AI intelligence highlights real issues before we even notice a problem, and the overall performance has completely changed how I handle incidents. Review collected by and hosted on G2.com.

‎While desktop alerts are instant and fully detailed, receiving push notifications on my phone can occasionally feel delayed, making it tricky to track urgent server anomalies quickly when I am away from my workspace. Review collected by and hosted on G2.com.