ServiceNow IT Operations Management Reviews

Name: ServiceNow IT Operations Management
Brand: ServiceNow
Rating: 4.1 (42 reviews)

Vendor: ServiceNow

4.1 out of 5

42 reviews
94% willing to recommend

110 followers

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What is ServiceNow IT Operations Management?

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.

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ServiceNow IT Operations Management is the #1 ranked solution in top Event Monitoring solutions, #4 ranked solution in top AIOps solutions, #9 ranked solution in top Cloud Management solutions, and #10 ranked solution in Infrastructure Monitoring tools. PeerSpot users give ServiceNow IT Operations Management an average rating of 8.2 out of 10. ServiceNow IT Operations Management is most commonly compared to SCOM: ServiceNow IT Operations Management vs SCOM. ServiceNow IT Operations Management is popular among the large enterprise segment, accounting for 73% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 15% of all views.

Buyer's Guide

ServiceNow IT Operations Management

April 2025

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Helped 849,686 peers since 2012

Featured ServiceNow IT Operations Management reviews

RichardG

Account Manager at a consultancy with 11-50 employees

ServiceNow IT Operations Management brought together Intune and SCCM or MECM really well. It provided out-of-the-box integrations, requiring only minimal effort, typically a couple of days, to massage those systems into a seamless operation. Additionally, the performance analytics of ServiceNow was especially beneficial for setting thresholds, aggregating, and correlating infrastructure data.

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PriyankaBachu

Senior Consultant at Infosys

Currently, we are integrating LogicMonitor with ServiceNow IT Operations Management to manage IT event management and auto-ticketing for alerts from the monitoring tool to ServiceNow The solution is saving time by providing templates, reducing duplication in rule configuration, and offering…

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Archana Menon

ServiceNow Platform Development & Services Manager at GEA

The solution's initial setup is straightforward. Complexity always comes when the company requirements are added. There is a reason why ServiceNow is a market leader. If they would also bring in the complex nature like their peers, force companies to stick to out-of-the-box all the time, and bring in product customizations or product revisions, which would force other users not to use customization, then it would not stay like that. ServiceNow should not go the same route as other vendors and restrict their products from being scaled up or scaled down.

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ServiceNow IT Operations Management mindshare

Product category:

As of May 2025, the mindshare of ServiceNow IT Operations Management in the Event Monitoring category stands at 20.2%, up from 16.7% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Event Monitoring

PeerResearch reports based on ServiceNow IT Operations Management reviews

Type	Title	Date
Category	Event Monitoring	Apr 30, 2025	Download
Product	Reviews, tips, and advice from real users	Apr 30, 2025	Download
Comparison	ServiceNow IT Operations Management vs BMC TrueSight Operations Management	Apr 30, 2025	Download
Comparison	ServiceNow IT Operations Management vs IBM Tivoli NetCool OMNIbus	Apr 30, 2025	Download
Comparison	ServiceNow IT Operations Management vs SCOM	Apr 30, 2025	Download

Title	Rating	Mindshare	Recommending
SCOM	3.9	8.1%	85%	82 interviews Add to research
ScienceLogic	4.3	7.5%	93%	45 interviews Add to research

Valuable Features

ServiceNow IT Operations Management offers valuable features like Discovery, Service Mapping, and Event Management. Users appreciate its intuitive user interface, integration capabilities, and scalability. It reduces operational costs and enhances efficiency with seamless orchestration and automation. Centralized dashboards and configuration management are highly rated, aiding in asset tracking and performance monitoring. Integration with monitoring tools, auto-remediation, and anomaly detection further optimizes IT operations and enables smooth management of infrastructure and resources.

"I consider the stability to be very high, rating it ten out of ten."
"Customer service is excellent."
"Our ROI since implementing ServiceNow ITOM has been significant."

Room for Improvement

ServiceNow IT Operations Management needs more affordable pricing to be accessible to small and medium businesses. Users find the setup complex, and the interface can be improved. Integration with other tools requires enhancement, particularly in discovery and AI capabilities. Service mapping and customization options need to be more user-friendly. Licensing and subscription models are considered complicated. Customers express a need for better service mapping, automation improvements, and more extensive app store offerings.

"I believe that technical support could improve a bit. I would rate it a six."
"ServiceNow's pricing is expensive. A more streamlined configuration process tailored to use cases and industry would be beneficial."
"There is room for improvement in service mapping within ServiceNow ITOM. When we have more time, we'll look to extend that and apply it to business-critical services like email."

ROI

ServiceNow IT Operations Management offers a flexible tool that pays for itself. Companies see costs covered within three to six months. ROI is seen as fair initially, improving after hardware and software visibility. While some organizations experience break-even costs, many perceive significant investment returns. Automation reduces staffing needs, enhances efficiency, speeds workflows, and improves value delivery, though there remains room for better utilization.

Pricing

ServiceNow IT Operations Management pricing is viewed as expensive with annual or subscription-based licensing options. Enterprise users highlight significant costs, averaging around $40 per node per month for comprehensive versions. While some find it cost-prohibitive, they acknowledge the value in integrated solutions and device-based customization. The subjective pricing often depends on negotiations and existing ServiceNow partnerships. Users rate the pricing on a scale with varied perceptions, yet consistently regard ServiceNow as a high-premium product.

"We obtained discovery licenses at about seven dollars Australian per unit, which we found to be reasonable and competitive."
"The solution is costly compared to the products offered by its competitors."
"The cost of ServiceNow is much higher."

Popular Use Cases

Organizations leverage ServiceNow IT Operations Management for IT infrastructure management, incident management, event management, and asset discovery. They utilize its automation features to enhance efficiency, reduce operational costs, and manage service networks. The platform supports ITSM, CMDB, and ITOM functions, allowing for seamless ticket tracking, service mapping, and integrating diverse tools. It streamlines various IT operations through AIOps, dashboard analytics, and automated workflows, facilitating better management and monitoring of IT environments.

Service and Support

ServiceNow IT Operations Management's customer service and support are generally satisfactory. They provide prompt responses, though there is room for improvement in complex cases. Some users rated technical support between seven and nine out of ten. Quick assistance is available, but support quality may vary based on the personnel handling it. Training and a well-defined process are crucial for optimal use. Response times are decent but can be inconsistent, depending on the situation.

Deployment

Many find ServiceNow IT Operations Management's initial setup straightforward and simple, especially for those experienced. However, deployment can vary from a few weeks to several months depending on company complexity, requirements, and needed customization. While some mention challenges with API configuration, security, and integration, others stress that having experts or certified personnel aids significantly. Larger deployments may require multiple team members for successful execution, particularly when dealing with complex environments or extensive integration needs.

Scalability

ServiceNow IT Operations Management is highly scalable, with many highlighting its ease of scaling for enterprises. It allows gradual upgrades from basic to advanced plans without configuration changes. It supports numerous users across different industries but can become complex when expanding geographically. Licensing costs may be high for smaller companies, which could find alternatives. Efficiency and a well-architected system design are essential for effective scaling.

Stability

ServiceNow IT Operations Management is widely regarded as reliable, with users citing it as stable with no crashes or bugs. While easier setups yield better stability, some variability is noted based on configurations and network environments. Performance is generally strong, though some report slowness in complex setups. Companies appreciate its reliability, rating stability between eight to ten out of ten, though certain features may occasionally be unstable depending on deployment methods and connectivity.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our ServiceNow IT Operations Management Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

15%

Computer Software Company

13%

Manufacturing Company

11%

Government

Energy/Utilities Company

Healthcare Company

University

Retailer

Insurance Company

Comms Service Provider

Construction Company

Real Estate/Law Firm

Hospitality Company

Educational Organization

Pharma/Biotech Company

Consumer Goods Company

Legal Firm

Engineering Company

Media Company

Logistics Company

Non Profit

Aerospace/Defense Firm

Wholesaler/Distributor

Recreational Facilities/Services Company

Transportation Company

Outsourcing Company

Performing Arts

Compare ServiceNow IT Operations Management with alternative products

Learn more about ServiceNow IT Operations Management

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

Help Desk: ServiceNow ITOM help desk enables IT and operations administrators to better communicate issues concerning managing data latencies, controlling the monitoring of user profiles, executing disaster recovery plans, and any other problematic incidents.
Device and server management: ServiceNow ITOM will ensure IT operations teams can better handle general maintenance, upgrading, and patching for server-related concerns. The solution will also help to maintain the health of organization devices such as laptops, phones, tablets, mobile devices, and desktops.
Infrastructure maintenance: ServiceNow ITOM helps organizations set up remote access networks, maintain network security, regulate communication with external servers and firewalls, and also monitor and manage internal telephone systems.

ServiceNow IT Operations Management Benefits

Improve DevOps: ServiceNow ITOM improves the ability to inspect microservices, which enables DevOps and SRE teams to improve incident response.
Improve data control: The solution will help to manage the entire digital lifecycle, and will also enhance the organization's configuration management database (CMDB) to enable a more robust data foundation.
Problem-solve: ITOM is able to proactively identify anomalies before they become issues/problems with tremendous accuracy. ITOM helps organizations minimize outages and reduce the negative impact to end users so that they do not experience any downtime or service degradations. ITOM will also use artificial intelligence for IT Operations (AIOps) along with machine learning (ML) to reduce the possibility of false positives, saving time and increasing productivity.
Automate workflows: ITOM offers a pre-designed workbook and no-code/low-code workflows to reduce redundant tasks and improve recovery times. ITOM provides intuitive workable processes to be shared easily with all teams throughout the organization.

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.