We manager enarly 480+AWS accounts and their components. SNOW ITOM helps us establish the clear view on all our services and infrastructure of their status. Not only that, we use SNOW extensively for CMDB, Change/Incident, Known Issue Management.

More over, it takes care of the initial assessment and provide first level information or view on what went wrong making it ideal tool for us.

Its AI capabilities add more benefit to what it already does to help fix the issues and saves lot of time and we do use it almost every day and its teams integration really help us keep up to date. Review collected by and hosted on G2.com.

The only challenge anyone would face is initial setup. Because of lot of features involved, it requires a team to setup and maintenance along with data management which sometimes proves to be tedious. Review collected by and hosted on G2.com.

I really like the value of data displayed in ServiceNow IT Operations Management and the convenience of having multiple fields within a single solution. I find it helpful that I can create dashboards to display real-time totals for different ticket sources, which I use to make risk assessments and decisions. Review collected by and hosted on G2.com.

The reporting part. The data is stored in multiple tables, and it's complicated to get fields from different sources. Even when the dashboards display them, it's just totals that you can't relate like a database. If you were able to type and get results as you do it, it would be so much helpful. Reporting different tables with their related field on a single report would be an improvement. Review collected by and hosted on G2.com.

ServiceNow IT Operations Management brings event visibility, service mapping, and operational workflows together in a single platform. The biggest value for me is its ability to correlate events and connect them to business services, which cuts down on noise and helps teams focus on what truly impacts the business.

I also like how it integrates with ITSM to automate incident creation and resolution workflows. This improves response times and reduces manual effort. The service mapping capability adds important context by showing dependencies across infrastructure and applications, which is critical when doing root cause analysis.

From an architectural perspective, it offers a scalable, governed approach to monitoring and operations, particularly when integrating tools like SolarWinds or other event sources into a centralized model. Review collected by and hosted on G2.com.

ITOM can be complex to implement, and it often requires a high level of organizational maturity to fully realize its value. Capabilities like event correlation, service mapping, and discovery depend on proper configuration, careful tuning, and ongoing governance to stay effective.

There can also be challenges around data quality and keeping service maps accurate, especially in dynamic environments where things change frequently. Licensing and infrastructure requirements, including MID Server management, may add additional overhead. Without a clear strategy, organizations can struggle to progress beyond basic event ingestion and take advantage of more advanced capabilities. Review collected by and hosted on G2.com.

I like how ServiceNow IT Operations Management brings infrastructure visibility, monitoring, and automation together on one platform. The Automated Discovery and Service Mapping keep the CMDB accurate with minimal manual effort, while Event Management expertly correlates alerts to reduce noise and speed up root cause analysis. I appreciate its seamless integration with other ServiceNow modules, powerful automation capabilities, and support for hybrid and multi-cloud environments, making it highly effective for enhancing operational efficiency and maintaining reliable IT services. The integration with monitoring platforms like Splunk, Dynatrace, AppDynamics, and SolarWinds, along with cloud and virtualization platforms, further extends its utility. Overall, it significantly improves operational visibility, reduces manual effort, and accelerates incident resolution. Review collected by and hosted on G2.com.

I find the initial implementation and ongoing configuration of ServiceNow IT Operations Management to be complex. Features like Discovery, Service Mapping, and Event Management require careful planning and experienced administrators to get the best results. Customizing dashboards, reports, and workflows can also involve more scripting and configuration than expected. Additionally, I find the licensing costs to be high, especially when adopting multiple ITOM capabilities, and performance tuning may be needed in very large or highly customized environments. I would appreciate a more guided deployment experience with additional preconfigured templates and best-practice recommendations to help realize value faster. More intuitive dashboard and report customization and a more flexible licensing model would make it easier to adopt and manage the platform. Review collected by and hosted on G2.com.

ServiceNow Operations Management is a powerful platform designed to help organizations gain visibility into their IT infrastructure and proactively manage operations. One of its biggest strengths is its ability to provide real-time insights through event management and discovery tools, allowing teams to quickly identify and resolve issues before they impact end users. The integration with the broader ServiceNow ecosystem is seamless, which makes it especially valuable for companies already using ServiceNow for IT Service Management Review collected by and hosted on G2.com.

That said, ServiceNow Operations Management does come with a few challenges. Implementation can be complex and often requires skilled resources to configure it properly. For smaller organizations, the cost and setup effort may feel heavy compared to simpler monitoring tools. Additionally, there can be a learning curve for new users, especially when navigating its more advanced features. Review collected by and hosted on G2.com.

My favorite thing about ServiceNow IT Operations Management is the discovery feature. It's hassle-free to implement with less required prerequisites, and all you need is a mid server in the environment or cloud. This allows us to pull information and store it on the CMDB, helping to maintain a comprehensive view of the customer infrastructure and providing visibility into all the information related to customer endpoint devices. The discovery tool is unmatched, fast, reliable, secure, and requires fewer implementation steps. It's very valuable for developers, users, and customers to keep track of all the related information about the CI. Review collected by and hosted on G2.com.

I think the workspace could be improved. It would be better if all features, like discovery and service mapping, were consolidated into a single workspace or dashboard. Having a unified view for things like relationship impact and services would be more efficient. Review collected by and hosted on G2.com.

I really like ServiceNow IT Operations Management for its ability to provide a unified view of our entire IT environment while automating many operational tasks. The Discovery and Service Mapping capabilities help maintain an accurate CMDB with minimal manual effort. Event Management significantly reduces alert noise by correlating related events into actionable incidents. The platform integrates well with other ServiceNow modules, making incident, change, and problem management more efficient. Additionally, I appreciate its scalability, workflow automation, and customizable dashboards which make monitoring infrastructure health and improving operational efficiency much easier. Discovery, Service Mapping, and Event Management deliver a lot of value. Discovery automatically identifies servers, network devices, cloud resources, and applications, keeping our CMDB accurate and reducing configuration errors. Service Mapping helps us understand the dependencies of business services on the underlying infrastructure, making impact analysis and change planning more reliable. Event Management consolidates alerts, correlates related events, and filters out noise, allowing our operations team to focus on critical issues. These features provide better visibility, improve efficiency, and support proactive infrastructure management. Using ServiceNow IT Operations Management alongside several other enterprise tools, it integrates with monitoring platforms and cloud platforms, enabling seamless workflows across IT operations and streamlining processes. The move to ServiceNow significantly improved infrastructure visibility, automated asset discovery, and enhanced CMDB accuracy, facilitating faster issue resolution and efficient operational processes. It provides excellent visibility into complex IT environments, automates infrastructure discovery, maintains an accurate CMDB, and reduces incident resolution times through effective event correlation and service mapping. Review collected by and hosted on G2.com.

The biggest areas for improvement with ServiceNow IT Operations Management are the complexity of implementation and the ongoing maintenance required to get the most value from the platform. Configuring Discovery, Service Mapping, and Event Management correctly can be time-consuming and often requires experienced ServiceNow administrators. Another challenge is keeping the CMDB accurate as infrastructure changes frequently. If Discovery schedules or patterns are not maintained, data quality can quickly decline. We also feel the reporting and dashboard customization could be more intuitive, as creating advanced reports often requires additional expertise. Lastly, licensing costs for advanced ITOM capabilities can become expensive as organizations scale, and some upgrades require additional testing to ensure existing customizations continue to work as expected. While none of these issues are major deal-breakers, addressing them would make the platform easier to adopt and manage. Review collected by and hosted on G2.com.

I really appreciate how easy ServiceNow IT Operations Management has made it for me to have visibility of the CI components within our infrastructure environment. The CMDB is particularly handy for this. The initial setup was quite easy even for me as a new learner, and it didn't require any major prerequisites, which helped everything go smoothly with just a few plugins needed. The ease of getting visibility and maintaining records of my CIs and infrastructure, as well as the ability to track service impacts through service mapping, makes it very useful for us. Review collected by and hosted on G2.com.

Creating a field on the CMDB takes a lot of time because it creates on all the child records. I find this process a bit tedious. Review collected by and hosted on G2.com.

It’s easy to raise requests across multiple teams, applications, and business units. Review collected by and hosted on G2.com.

Honestly, I don’t like the dashboard view or the UI in the enhancement request section. It only lets me add comments, and there’s no option to link related requests or add web links the way you can in JIRA. Review collected by and hosted on G2.com.

I use ServiceNow IT Operations Management (ITOM) to gain visibility across infrastructure, manage service health proactively, and automate operational workflows. I love that it shifts IT from a 'fix-it-when-it-breaks' mentality to a predictive, automated model. One feature I find most valuable is Intelligent Automation (IA) coupled with Agentic AI, which goes beyond simple RPA to handle complex, multi-step processes autonomously. It acts as a powerful multiplier in IT operations, moving me from simple monitoring to true operational excellence. Additionally, its integration capabilities with numerous third-party tools provide unified visibility and automated workflows, which is a big advantage. Review collected by and hosted on G2.com.

ServiceNow IT Operations Management can become overwhelming due to its complexity and cost. The initial setup is rarely described as 'plug-and-play' and is generally considered a complex, phased journey. This complexity often arises from the need for thorough cleanup of legacy data before it can be integrated, which involves overcoming significant technical and operational hurdles stemming from outdated system architectures, poor data quality, and the necessity of maintaining business continuity during the transition. Review collected by and hosted on G2.com.