ServiceNow IT Operations Management (ITOM) is a cloud management and infrastructure tool that facilitates the administrative and development process of creating, planning, and operating digital services, technology, application requirements, and components for organizations. Service Now ensures effectiveness, performance, and availability throughout an organization's processes and services.
| Type | Title | Date | |
|---|---|---|---|
| Category | Event Monitoring | May 21, 2025 | Download |
| Product | Reviews, tips, and advice from real users | May 21, 2025 | Download |
| Comparison | ServiceNow IT Operations Management vs BMC TrueSight Operations Management | May 21, 2025 | Download |
| Comparison | ServiceNow IT Operations Management vs IBM Tivoli NetCool OMNIbus | May 21, 2025 | Download |
| Comparison | ServiceNow IT Operations Management vs OpsRamp | May 21, 2025 | Download |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| Dynatrace | 4.4 | N/A | 95% | 347 interviewsAdd to research |
| Datadog | 4.3 | N/A | 97% | 187 interviewsAdd to research |
ServiceNow ITOM will help organizations facilitate consistent policies with regard to deployment, support, and services to ensure trustworthiness and quality of service (QoS). ServiceNow ITOM will ensure that all applications, services, and infrastructure are consistently available and stable.
ServiceNow IT Operations Management Features
ServiceNow IT Operations Management Benefits
ServiceNow ITOM enables organizations to become robust, strategic operations able to successfully anticipate issues before they have an impact on the organization. Organizations that use ServiceNOw ITOM will be able to easily automate workflows and improve how their IT teams communicate and work together to deliver successful outcomes and maintain productivity and profitability 24/7.
Reviews from Real Users
“With this solution, operational costs will be reduced. Your maintenance cost will be reduced when you use the item model. You will deliver a fast solution to the customers. If something happens on the server-side or router-side, it will be immediately caught. Efficiencies are improved. “ - Rupesh J., Solutions Architect at Globant
“It has been very useful for tracking. It has evolved a lot over time, and there is a single pane of glass where you can track and see everything.” - Uday T., Project Manager at MindTree
ServiceNow IT Operations Management was previously known as ServiceNow ITOM.
servicenow, TransAlta, NATS, Symantec
My company primarily uses the solution for managing our application catalog, incident management, and as a configuration management database. We also use it for lifecycle management over our applications.
In terms of features, the main advantage of the application services is the centralization of various types of information. For instance, if you manage a customer-facing business, having a system for managing incidents would be extremely beneficial. Additionally, the service level agreements associated with incidents is another important feature. The built-in dashboards provide helpful out-of-the-box reports and support while monitoring key metrics. Overall, these features have made the solution highly advantageous for our needs.
Regarding ServiceNow, there is room for improvement in terms of customization, particularly in the area of self-customization. Organizing organizational information and building custom dashboards and reports is not as easy or intuitive as we would like. We either need to rely on our technical services team to handle these tasks or seek vendor assistance or professional services to extend the solution's capabilities. Ideally, we would like to build and maintain these customizations in-house, but this is currently not as feasible as we hope.
Regarding the features I want to see in the solution's future releases, I will prioritize integrations. Specifically, I would like easier integrations into some Microsoft Technology Stack, including Power BI and other dashboards. This would enable us to consolidate information across different technologies and view it from a holistic ITSM perspective that incorporates other platforms, KPIs, and metrics we measure outside of ServiceNow.
I have been using ServiceNow IT Operations Management for six months. Also, I don't remember the version of the solution I am using.
It is a stable solution. I have not experienced any system outages during my time using the solution. However, we have not fully utilized all of its capabilities, including features such as the mobile application. Moving forward, we plan to explore and leverage the entire suite of enterprise applications, including mobile apps. So, we are currently looking into using quick steps to achieve this in the solution.
Approximately 800 people in our organization use the solution. However, around 30 to 40 people actively monitor and use the solution daily, primarily from our IT services department.
I have not personally contacted the technical support team for the solution. In our organization, specific teams appointed by management are responsible for contacting the technical support team when needed.
I wasn't involved in the initial setup process of the solution.
The solution is worth the money due to the visibility and technical capabilities it provides our organization. However, we will likely have more opportunities to utilize the platform and its functions better. Therefore, there are certainly opportunities for improvement.
I suggest those planning to use the solution that if their organization has the budget and intends to utilize the tool, I recommend it. In our procurement process, my organization looked at industry reports to determine the leading technologies in the space. As a result, ServiceNow was identified as one of the leaders and considered one of the candidates. Afterward, we underwent a full RFP process and product selection process to compare it with other products in the market.
The product is quite mature, especially in ITSM, and ServiceNow does an excellent job in its space. The solution has been fairly stable when deployed on the cloud. However, ServiceNow is not attempting to expand into other spaces or enhance its capabilities with low code, no code applications, etc. This is where I see some room for improvement or further maturity to be gained.
Overall, I rate the solution an eight out of ten.
