G2

Ganesh G.

Architect

Enterprise (> 1000 emp.)

6/17/2026

"ServiceNow ITOM: Transforming IT Operations with AI‑Driven Intelligence"

4.5/5

What do you like best about ServiceNow IT Operations Management?

ServiceNow ITOM acts like a central dashboard for IT support teams which gives a single view of alerts, system health, and infrastructure. It reduces noise by prioritizing critical issues, enables faster troubleshooting through dependency mapping, automates routine tasks, and helps teams detect and resolve problems proactively, improving uptime and overall support efficiency.

Its automation and AIOps capabilities are really great, which help reduce manual effort by automatically detecting anomalies, correlating events, and speeding up root-cause analysis. Another standout is how it shifts operations from reactive to proactive, allowing teams to identify and resolve issues faster before they impact users which helps in improving user satisfaction. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Operations Management?

While using ITOM, ensuring accurate CMDB data is a major challenge like poor data quality, duplicates, or missing relationships impact visibility and automation. Discovery gaps can leave parts of infrastructure unseen. Alert noise and duplicate events can overwhelm to the support teams.

From a UI/UX perspective, some dashboards and configurations can feel a bit heavy and less intuitive, especially for new users trying to navigate complex modules like Event Management or Service Mapping.

In terms of performance, handling large volumes of events and data can sometimes impact responsiveness if not optimized properly, especially in complex environments. From a pricing/ROI standpoint, ITOM can be on the higher side, and the value is realized only when modules like Discovery, Service Mapping, and AIOps are fully implemented and utilized.

For support and onboarding, the advanced features require experienced resources and proper guidance. Regarding AI capabilities, while they are powerful, they depend heavily on clean data and proper configuration, otherwise, outcomes may not be very effective. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Operations Management solving and how is that benefiting you?

ServiceNow ITOM addresses the lack of visibility and the reactive nature of IT operations in complex infrastructures or complex setups where lots of different types of assets / CIs are involved. In many environments, teams struggle with siloed tools, limited insight into service dependencies, and slow incident resolution which directly impacts enduser satisfaction ratio.

With ITOM, we get end-to-end visibility into infrastructure and services, including how everything is connected which makes it easier to understand impact quickly and troubleshoot issues more effectively which in-turn helps improving user experience and satisfaction ratio. It also helps in reducing alert noise and manual effort through automation and AIOps by correlating events, identifying root cause faster, and cutting down on unnecessary tickets. Review collected by and hosted on G2.com.