What I find most useful about ServiceNow ITOM is the visibility it provides. It gives our organization a clearer view of our environment, helps us streamline operations through service mapping, and supports getting back to business with AI Ops. Review collected by and hosted on G2.com.

Not being able to insert SDKs directly for visibility can sometimes be a pain point for our organization. Review collected by and hosted on G2.com.

The most impactful way I’ve found to leverage ServiceNow ITOM is to build visibility into our infrastructure by using Discovery together with IntegrationHub. From there, adding Event Management into the mix helps correlate alerts before they turn into issues, so the right team can respond quickly and correctly the first time and keep the infrastructure stack running smoothly. Review collected by and hosted on G2.com.

Using ServiceNow ITOM in a silo would be difficult, because it really requires the ability to connect with extended foundation data. It also benefits from implementing a CSDM-aligned services model, and it can help feed into your ITSM processes as well. Review collected by and hosted on G2.com.

I like its ability to bring visibility and automation into one platform. It helps proactively detect issues, map the dependency between services, and streamline incident response. The integration with other ServiceNow modules also makes IT operations more efficient and easy to manage. These features are quite valuable because they save time and improve reliability. Visibility gives real-time insight into the systems, automation reduces manual work, proactive detection helps prevent outages, and integration with other modules makes issue resolution faster. Review collected by and hosted on G2.com.

I would say complexity of initial setup and customization, which take time and skilled resources. Review collected by and hosted on G2.com.

I use ServiceNow IT Operations Management to gain visibility into our infrastructure and ensure the reliability of our IT services. I like its ability to provide end-to-end visibility across the entire infrastructure. The Discovery feature automatically identifies resources and maps dependencies, which makes troubleshooting much faster and more accurate. It effectively solves the problem of fragmented and manual IT operations by centralizing workflows, automating repetitive tasks, and improving visibility across incidents, requests, and changes, leading to faster resolution times, reduced human error, and a more consistent user experience. Review collected by and hosted on G2.com.

One area that could be improved in ServiceNow IT Operations Management is the complexity of setup and configuration, especially for modules like Discovery, Service Mapping, and Event Management. They require a solid understanding of infrastructure and careful tuning which can be time consuming and sometimes overwhelming for new teams. We faced a few key challenges during setup, the biggest one being data quality. Our CMDB wasn't fully aligned, and cleaning up legacy data while defining proper CMDB structure took significant effort. Another challenge was configuring Discovery and integrations, requiring coordination across multiple teams. Event Management needed careful tuning to reduce alert noise and avoid flooding the system. Review collected by and hosted on G2.com.

ServiceNow IT Operations Management is no longer just about discovery—it has evolved with capabilities like cloud management, service mapping, and event management, making it a stronger and more comprehensive solution. It also works best when aligned with CMDB and CSDM.

End-to-end visibility: Provides clear visibility of infrastructure and business services through service mapping, helping organizations understand dependencies and impact.

Proactive and efficient operations: Enables early issue detection and resolution through event management and automation, improving operational efficiency and service reliability.

Cloud and hybrid support: ServiceNow IT Operations Management supports modern cloud and hybrid environments, helping manage resources across on-premise and cloud platforms seamlessly.

Better decision-making: Provides actionable insights and analytics, enabling teams to make informed decisions and improve overall IT performance.

Improved service alignment: Aligns IT operations with business services using CMDB and CSDM, ensuring better service quality and customer experience. Review collected by and hosted on G2.com.

High implementation complexity: ServiceNow IT Operations Management can be complex to implement, especially when setting up Discovery, Service Mapping, and Event Management properly.

Cost and licensing: The overall cost, including licensing and implementation, can be high for some organizations.

Dependency on data quality: ITOM heavily relies on accurate CMDB and CSDM data; if the data is not well maintained, the results and value are limited. Review collected by and hosted on G2.com.

It provides wider capability for an IT industry that starts with Discovery (On-prem and Cloud) with Service Mapping capabilities, Event Management which helps to consolidate the events from different monitoring and event management tool and get the actionable alerts. Orchestration using the OOTB flow plugins and finally the Now Assist capabilities that helps identify and recommend the different actions and patterns to use. Clear documentation on the docs site. Workspace for Discovery Admin & Cloud Discovery helps to see all the related works in the same pages. Review collected by and hosted on G2.com.

Measuring the CCC for CMDB is not very useful when a customer’s CMDB size is extremely large. Also, the cases logged with ServiceNow support often show limited knowledge of the specific product, which results in more reassignments and, in turn, a longer turnaround time to resolve the reported issues. Review collected by and hosted on G2.com.

What I like most about ServiceNow IT Operations Management is how it centralizes visibility and automation across our infrastructure environment. Its event correlation, discovery, and service mapping capabilities help cut down on noise, accelerate incident resolution, and give operations teams a much clearer understanding of business impact, rather than dealing with isolated technical alerts. Review collected by and hosted on G2.com.

One thing I dislike about ServiceNow IT Operations Management⁠ is that it can quickly become complex and expensive to implement properly, especially when an organization’s CMDB and internal processes aren’t already mature or well established. Review collected by and hosted on G2.com.

I like the ability of ServiceNow IT Operations Management to map infrastructure to other components such as databases and business applications. I find the Configuration Management Database (CMDB) component critical because it lets me track information from devices connecting to the network and alerts me when things go bad or offline. Review collected by and hosted on G2.com.

It's an intricate module that requires lots of planning and understanding even before you get to set things up. I would love to see specific recommendations when you set up a CMDB from scratch. Setting it up can become overwhelming and convoluted. Review collected by and hosted on G2.com.

I leverage ServiceNow IT Operations Management to manage CMDB and operational activities. I appreciate how it facilitates ITSM processes and provides visibility across the organization on inventory and the footprint of various technologies. It creates synergy across teams, provides visibility on the challenges, gives a clear view of the architecture, and helps in managing processes and frameworks. Additionally, the initial setup was simple. Review collected by and hosted on G2.com.

Service Mapping capability could be improved in terms of identifying custom application/app services and also the way it can be leveraged in the ITSM processes. Review collected by and hosted on G2.com.

It helps keep track of our IT service, incidents and changes. I like that it’s easy to record things and review them after the fact. I like the calendar that shows all planned changes/outages so you can easily coordinate. Review collected by and hosted on G2.com.

The scope of available things in Service Now can be overwhelming. It is often difficult to know what type of object we should be looking for without training. Some default filters on object types can be frustrating. Review collected by and hosted on G2.com.