I find ServiceNow IT Operations Management very helpful for gaining visibility into infrastructure and application dependencies. The discovery and service mapping capabilities automatically identify servers, applications, and their relationships, which makes it easier for operations teams to understand the overall system architecture. I particularly like the event management feature, which correlates alerts from multiple monitoring tools and reduces alert noise, allowing teams to focus on critical incidents instead of dealing with hundreds of individual alerts. Integration with other ServiceNow modules like incident management improves the overall workflow for handling operational issues. From a developer and operations perspective, the platform provides good automation capabilities and helps streamline infrastructure monitoring. Review collected by and hosted on G2.com.

The initial setup and configuration process of ServiceNow IT Operations Management can be complex, especially for those who are new to the ServiceNow ecosystem. It takes time and requires a good understanding of the infrastructure to configure it properly in complex environments. The platform's user interface can also feel overwhelming for new users due to its extensive features and modules. This could be improved with additional simplification or better onboarding documentation. Customization and integration sometimes need deeper technical knowledge, which might increase the learning curve for smaller teams. Review collected by and hosted on G2.com.

It gives us great visibility into our entire IT infrastructure. The central dashboard makes it very easy to track deep system health and find issues before they cause downtime. Review collected by and hosted on G2.com.

The platform is very complex and takes a long time to set up. The initial configuration requires a lot of training, and the learning curve for new team members is quite steep. Review collected by and hosted on G2.com.

I like the ease of use for non-IT folks, combined with a straightforward and customizable interface. ServiceNow IT Operations Management effectively replaces email and phone tracking of issues and captures information efficiently. Additionally, the initial setup was easy. Review collected by and hosted on G2.com.

I don't like that it doesn't provide the out of the box capability of capturing emails to generate incidents and route them accordingly. It could be better if it made it easier to put workflow behind incoming emails, since that's the medium that a lot of our outside customers still use. Review collected by and hosted on G2.com.

I use ServiceNow IT Operations Management for event monitoring, alert correlation, service mapping, and infrastructure visibility. I like its comprehensive event correlation and service mapping capabilities, which significantly reduce alert noise and make impact analysis much easier. The tool helps us filter out duplicate alerts, allowing my team to focus on the real underlying issues, thus preventing unnecessary incident creation. The clear insight into service dependencies through CMDB integration is a huge plus, as it improves root cause analysis and provides better visibility. I also appreciate the automation features that speed up incident resolution and reduce manual effort. Having everything on a single platform makes our operations more proactive instead of reactive and greatly improves operational efficiency and service stability. Review collected by and hosted on G2.com.

The initial setup and configuration are complex and time-consuming, especially when tuning event correction rules and service mapping. It requires strong CMDB data quality to deliver accurate results, so maintaining clean data is critical. Additionally, customization and licensing costs are high for smaller teams. Some dashboards and reporting features could also be more intuitive and flexible out of the box. Improving ease of implementation and providing more ready-to-use templates for event correlation and service mapping would be helpful. Review collected by and hosted on G2.com.

ServiceNow IT Operations Management provides unified visibility and control across on‑premises, cloud, and hybrid environments. It automatically discovers and maps IT assets, applications, and services, integrates with third‑party tools, and helps streamline incident resolution through workflow automation. Overall, it also strengthens collaboration across the IT team by bringing these capabilities together in one place. Review collected by and hosted on G2.com.

It may take a few tries for the user to get used to it. Review collected by and hosted on G2.com.

I like that ServiceNow IT Operations Management makes it easy to build out maps between services and product owners, showing what services are affected by changes. It used to be a manual process to find the affected users of upcoming changes, so having this automated makes things simpler. Review collected by and hosted on G2.com.

It's a tedious process to build out the CMDB, and it's always an ongoing effort. Service mapping takes a long time, and the licenses are expensive. The initial setup was also challenging. Review collected by and hosted on G2.com.

I like the visibility ServiceNow IT Operations Management gives us into our environment. It helps us discover our server and networking infrastructure, which we can then tie back to our services via service mapping. Without it, we would be managing all of this manually. Review collected by and hosted on G2.com.

It should offer more flexibility when using service graph connectors as the data does not always come back in the right format and requires custom transformation. The initial setup is fairly complex due to the required underlying permissions. Review collected by and hosted on G2.com.

I like how ServiceNow IT Operations Management helps drive continuity across products to ensure incident, problem, and change services are aligned. The extensible and flexible construct it provides allows my products to be managed efficiently. I particularly appreciate that the overall module drives consistency across the organization. I leverage the entire module, and ServiceNow keeps my products aligned, making it a great product. Review collected by and hosted on G2.com.

initially had a learning curve, but out of the box works well Review collected by and hosted on G2.com.

What I like best about ServiceNow IT Operations Management is how it gives clear visibility and control over IT infrastructure in one place.

It automatically discovers systems, applications, and dependencies, which really helps in understanding how everything is connected. This makes identifying issues faster and reduces guesswork during incidents.

I also like how it proactively detects problems using event management and health insights, so many issues can be addressed before they impact users. Overall, it improves stability, reduces downtime, and makes IT operations much more efficient. Review collected by and hosted on G2.com.

One thing I dislike about ServiceNow IT Operations Management is the cost. Licensing and implementation can be expensive, especially for smaller organizations.

There’s also a steep learning curve. ITOM has many modules and features, so it takes time and expertise to configure and use it effectively.

Additionally, initial setup and customization can be complex and time-consuming, particularly when integrating with existing tools and infrastructure.

It’s a powerful platform, but the complexity and investment required can be challenging. Review collected by and hosted on G2.com.

I like how ServiceNow IT Operations Management aligns with common IT classes and business capabilities. It helps me to align the IT infrastructure data to make operations run faster and more efficiently. Additionally, I find that using the system gives me better visibility into the infrastructure and IT services. Review collected by and hosted on G2.com.

The price of the module and base SKU does not have any capabilities. The base platform tables should include a few connectors like In tune or SCCM. However, these are not available until we purchase ITOM visibility. Review collected by and hosted on G2.com.