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ServiceNow

ServiceNow IT Operations Management

Composite Score

8.2 /10

CX Score

8.4 /10

40 Reviews Write a Review

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What is ServiceNow IT Operations Management?

Move IT operations from a reactive team to one that works intelligently for the business. Gain visibility across infrastructure and apps, maintain service health, and optimize cloud delivery and spend. Deliver high-performance business services with visibility and AIOps.

Company Details

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Awards & Recognition

ServiceNow IT Operations Management won the following awards in the Systems Management category

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2025 Data Quadrant Champion

Latest Award, 2025

3 Top Rated Capabilities

5 Top Rated Features

Latest Award, 2025

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2024

1 Top Rated Capabilities

0 Top Rated Features

2024

ServiceNow IT Operations Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ServiceNow IT Operations Management.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

90 Likeliness to Recommend

97 Plan to Renew

82 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+92 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ServiceNow IT Operations Management?

3% Negative

2% Neutral

95% Positive

Pros

Performance Enhancing
Respectful
Friendly Negotiation
Reliable

Feature Ratings

Average 83

Applications Monitoring

Network Configuration Management

Server Performance Monitoring

Centralized Dashboard

Deployment Model

Access Rights Management

Automated Remediation

Network Performance Management

Multi-Site Functionality

Storage Monitoring

Cloud Monitoring

Vendor Capability Ratings

Average 83

Business Value Created

Breadth of Features

Product Strategy and Rate of Improvement

Quality of Features

Ease of IT Administration

Ease of Data Integration

Ease of Implementation

Availability and Quality of Training

Vendor Support

Ease of Customization

Usability and Intuitiveness

Also Featured in...

AIOps

Score 7.9

View ServiceNow IT Operations Management in this category (opens in a new tab)

ServiceNow IT Operations Management Reviews

Utkarsh M.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2025

Powerful IT Operations Platform

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Operations Management from other similar products?

ServiceNow IT Operations Management (ITOM) stands out due to: 1. Unified Platform: Seamless integration with ITSM, CMDB, and other ServiceNow modules. 2. Real-Time Visibility: Strong AIOps, Discovery, and Service Mapping for accurate infrastructure insight. 3. Automation: Workflow automation across incident, change, and remediation. 4. Scalability: Cloud-native, enterprise-grade, and highly configurable. 5. Single Data Model: Centralized data foundation enables better decision-making and faster root-cause analysis.

What is your favorite aspect of this product?

My favorite aspect of ServiceNow IT Operations Management is its real-time service visibility through Service Mapping and AIOps. This feature automatically maps infrastructure components to business services and uses AI/ML to detect anomalies and predict issues before they impact users. It’s powerful because it transforms IT operations from reactive to proactive, reducing downtime and improving service reliability — all while being deeply integrated with other ServiceNow workflows.

What do you dislike most about this product?

What I dislike most about ServiceNow IT Operations Management is its complexity and steep learning curve, especially during initial setup. Features like Discovery, Service Mapping, and AIOps require careful configuration, clean CMDB data, and sometimes significant customization to work effectively. For smaller teams or organizations without strong ServiceNow expertise, this can lead to long implementation times and dependence on costly external consultants. So while powerful, it demands a solid investment in planning, resources, and training to unlock its full value.

What recommendations would you give to someone considering this product?

If you're considering ServiceNow IT Operations Management (ITOM), here are key recommendations: 1. Assess Readiness: Ensure your CMDB is clean and structured—ITOM relies heavily on accurate data. 2. Start Small, Scale Smart: Begin with core modules like Discovery or Event Management, then expand to AIOps or Cloud Management. 3. Engage Experts: Work with certified ServiceNow partners or consultants to avoid missteps in architecture and configuration. 4. Align with Business Goals: Map ITOM capabilities to specific outcomes like reducing outages or improving change success rates.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Caring

Lokesha K.

Role: Consultant
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2025

Fantastic product for event management and integra

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Operations Management from other similar products?

Support for multiple cloud and Datacenter integration as well receive alerts through API

What is your favorite aspect of this product?

Integration hub, multiple cloud supports Integration OOTB and easy to customize the alerts and incidents mapping

What do you dislike most about this product?

It doesn't support for correlation and forecasting

What recommendations would you give to someone considering this product?

Recommend to go with only they have event management requirements

Pros

Helps Innovate
Continually Improving Product
Unique Features
Efficient Service

Shwetank S.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2024

Automate everything with servicenow

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Operations Management from other similar products?

One platform for everything easy to report and integrate it with any 3rd party tool

What is your favorite aspect of this product?

Easy integration with other tools so it’s easy to get all the ci and assets with current operational status

What do you dislike most about this product?

Nothing as such some times latency issue

What recommendations would you give to someone considering this product?

Definitely go for it

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Unique Features

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ServiceNow IT Operations Management

What is ServiceNow IT Operations Management?

Company Details

Need Assistance?

Awards & Recognition

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

ServiceNow IT Operations Management Ratings

90 Likeliness to Recommend

97 Plan to Renew

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+92 Net Emotional Footprint

How much do users love ServiceNow IT Operations Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Applications Monitoring Monitor applications and associated infrastructure, including databases, middleware, and messaging components.

Network Configuration Management Provide configuration change tracking, configuration backup scheduling, and compliance monitoring for defined standards.

Server Performance Monitoring Monitor and report server performance (e.g., memory, CPU, and disk utilization).

Centralized Dashboard Summarize the overall status of your data center, including alerts, performance, and capacity.

Deployment Model Deployment model(s), e.g. on-premise, cloud, hybrid, suit business needs

Access Rights Management Ability to track and manage user access of sensitive data and systems

Automated Remediation Automate remediation of alerts due to exceeding defined thresholds e.g. trigger scripts to address low disk space alerts.

Network Performance Management Includes network performance analysis, bandwidth monitoring, and capacity planning.

Multi-Site Functionality Centralized management of resources across multiple remote locations.

Storage Monitoring Monitor storage performance and capacity.

Cloud Monitoring Monitor SaaS, IaaS, and PaaS deployments (e.g., metrics such as throughput, latency, and failed requests).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Also Featured in...

AIOps

ServiceNow IT Operations Management Reviews

Utkarsh M.

Powerful IT Operations Platform

Likeliness to Recommend

Pros

Lokesha K.

Fantastic product for event management and integra

Likeliness to Recommend

Pros

Shwetank S.

Automate everything with servicenow

Likeliness to Recommend

Pros

Most Popular ServiceNow IT Operations Management Comparisons

Oracle Enterprise Manager

AWS Systems Manager

Datadog

Microsoft System Center

IBM Power Systems

OpenText Operations Bridge

1
Since last award

Feature Ratings

Applications Monitoring

Network Configuration Management

Server Performance Monitoring

Centralized Dashboard

Deployment Model

Access Rights Management

Automated Remediation

Network Performance Management

Multi-Site Functionality

Storage Monitoring

Cloud Monitoring

Vendor Capability Ratings

Business Value Created

Breadth of Features

Product Strategy and Rate of Improvement

Quality of Features

Ease of IT Administration

Ease of Data Integration

Ease of Implementation

Availability and Quality of Training

Vendor Support

Ease of Customization

Usability and Intuitiveness