ServiceNow IT Operations Management Reviews & Insights

Score9 out of 10

45 Reviews and Ratings

Community insights

TrustRadius Insights for ServiceNow IT Operations Management are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy Navigation and Impressive User Interface: Users have consistently found the platform easy to navigate, praising its impressive user interface. Many reviewers have described the user interface as very good, highlighting its intuitiveness and visually appealing design.

Seamless Integration with Other Tools: The platform's seamless integration with other tools has been highly praised by users. Reviewers appreciate the wide array of integration options available, allowing them to easily connect ServiceNow with their existing software ecosystem.

High Market Share and Wide Adoption: Users have expressed their appreciation for ServiceNow's high market share compared to its peers. This indicates that it is a well-established and widely adopted solution in the industry, instilling confidence among customers in its reliability and effectiveness.

ServiceNow IT Operations Management Reviews

7 Reviews

SNOW ITOM - Excellent module for IT Ops from SNOW

Rating: 9 out of 10

Incentivized

June 2, 2025

Use Cases and Deployment Scope

The SNOW ITOM is used mainly for below use cases: 1) Discovery of assets 2) Service mapping - apps to low level (till servers) 3) Reporting data 4) Comliance requirements We are exploring other features that can be leveraged (we know of them) in the coming future. Once the vanila implementation is now in place, work is progressing with next set of feature activation.

Pros

Discovery of assets
Service mapping
Comliance
Reporting data feed

Cons

ease of customisation
annual cost of the module too high
Learning new features - quick help is difficult to find

Likelihood to Recommend

ServiceNow ITOM (IT Operations Management) is a suite of tools to enhance IT operations and transition from reactive to proactive service management. It allows organizations to gain visibility into IT infrastructure, automate workflows to increase efficiency and minimize impact. ITOM is often used alongside ITSM (IT Service Management) to enhance overall IT maturity. ServiceNow ITOM includes several key modules that helps to provide comprehensive IT operational services. We started with below ones: 1) Discovery of assets 2) Service mapping - apps to low level (till servers) 3) Reporting data 4) Compliance requirements

Verified User

Professional in Information Technology (1001-5000 employees)

Vetted Review

4 years of experience

ServiceNow IT Operations Management - The Right Tool For The Right Job

Rating: 10 out of 10

Incentivized

October 31, 2024

Use Cases and Deployment Scope

We use ITOM to understand our infrastructure, both on-prem and in the cloud. There are a few business cases that we utilize this software for. However the primary usage would the using ServiceNow Discovery to map out our server infrastructure. We also utilize the ability to map out our applications which service both the business and IT.

Pros

Automated discovery
Network / application mapping
Administration

Cons

The learning curve is pretty steep. Training modules on this would certainly help

Likelihood to Recommend

It is very well suited to situations where you need to map out both your server infrastructure as well as application landscapes

Verified User

Analyst in Information Technology (1001-5000 employees)

Vetted Review

1 year of experience

Modernizing Help Desk experience with ServiceNow IT Operations Management

Rating: 9 out of 10

Incentivized

October 30, 2024

Use Cases and Deployment Scope

ServiceNow IT Operations Management refers to the processes that IT employs to oversee services, assistance, and implementation in order to establish uniformity, service quality, and dependability. IT teams usually have management departments that develop policies on managing and resolving services and support. These policies and procedures are designed to address the needs of both the client and the organization and comply with SLAs.

Pros

Predict issues
Minimize user impact
Automate workflows across teams

Cons

Limited visibility
Too much noise
Slow reporting

Likelihood to Recommend

[...] is changing the way our internal support staff (not only in the IT field) work and enhancing the experience for employees seeking IT assistance through ServiceNow IT Operation Management. We have moved the usual and personalized IT tools and functions from [...] service-desk to ServiceNow IT Operations Management. These advancements have sparked innovation in various aspects of our IT support management, such as enhancing accessibility, managing incidents, optimizing IT workflows and procedures, enforcing service level agreements (SLAs), incorporating AI/ML technology, utilizing virtual agents, streamlining automation, and sharing knowledge throughout the support team via data visualization, monitoring, and reporting. In brief, our collaboration with ServiceNow IT Operations Management is enhancing the effectiveness of our internal system and benefiting our shared clients.

Andrei Gug

Major Incident Manager in Information Technology at Roche (10,001+ employees)

Vetted Review

5 years of experience

View profile

Standard and complete ops management platform for enterprise applications

Rating: 8 out of 10

Incentivized

January 3, 2024

Use Cases and Deployment Scope

We use ServiceNow IT Operations Management to coordinate with business application monitoring, incident resolution and communication and access control. Our enterprise applications catering to thousands of users are onboarded onto ServiceNow IT Operations Management and any downtime with the application can be tracked using the ServiceNow IT Operations Management dashboard. With the help of ServiceNow IT Operations Management, we're able to stay on top of production incidents and have a streamlined process of access control.

Pros

The centralized dashboard allows us to keep track of production incidents as they come in, and allow us to view and sort them based on severity, making sure it's tracked
The read/edit access and role granting process is straightforward, meaning that only the right people can change /update the statuses of incidents without unintended consequences
With AI driven classification, it's easy to track outage impacts

Cons

With the introduction of AIOps, we hope triaging outage impact can become more proactive
The UI could be greatly enhanced and simplified for daily operations
ServiceNow API access licenses are usually very limited bottlenecking use cases to build dashboards out from it

Likelihood to Recommend

ServiceNow IT Operations Management is critical for high impact high uptime enterprise applications where an outage of a certain service could impact multiple others leading to revenue loss. At the same time, situations where user incident resolution needs to be tracked at multiple levels. It's an overkill for lean teams, where often a user can directly reach out to the team and get a bug fixed.

Dushyant Pathak

Software Engineer in Information Technology at Deutsche Bank (10,001+ employees)

Vetted Review

3 years of experience

ITOM saved my license(s)

Rating: 9 out of 10

Incentivized

September 6, 2021

Use Cases and Deployment Scope

We use it to scan the network, across specific segments, however, we decided to abandon nodes collection by discovery tool, and instead, we collect data from sccm and JAMF and other scanners and discovery tools we have.
We analyze the data and also manage software licenses across the organization.
It serves both IT and Cyber Security as we not only manage licenses but also gain better visibility on users end point allocation.
In addition to that, we consider using the network and services map as part of our change management process.
We do use ServiceNow CAB, and the service map could be a great resource for impact analysis.

Pros

license management
Integrate with other tools
Dashboards
Change Management - impact analysis

Cons

Scan network is limited to their discovery tool, which is costly
Integration to jamf and ubunto tools
Agents TCO
integration to password management tools which are critical for successful scans

Likelihood to Recommend

ServiceNow is an integrated package.
ITOM discovery input becomes CI's that can be managed in ITSM ticketing functionality,
ITBM change management (CAB), Service mapping etc.
The Network discovery really depends on their tool, which is a pain...
The server's discovery, relay on predefined IP ranges, so you actually need to know what you're scanning, or what you're looking for, which is a bit of a paradox (because you expect the discovery to tell you that).
This is something we are still debating with and right now have decided to put more focus on software management (licenses in particular) is greater pain.

Gal Avraham

Manager, IT and Information Security Division in Information Technology at NSO Group (501-1000 employees)

Vetted Review

3 years of experience

Verified on LinkedIn

ServiceNow ITOM

Rating: 10 out of 10

May 8, 2021

Use Cases and Deployment Scope

We use ServiceNow ITOM in addition to our ServiceNow ITSM deployment and it is being used across the entire university. It is the primary platform for our IT Ops team. The key business problems it addresses are:

Discovery across our diverse infrastructure of on-prem and cloud solutions and feeds into the CMDB to reduce out of date data
Service mapping to highlight the CIs associated with business services to help with prioritization
Event management and AIOps to find and fix problems faster with less human interaction
Automation tie in with ITSM to help make ticket management easier and faster

Pros

In platform expertise and workflows, so we don't allows have to build everything from scratch.
Tight integration within ServiceNow (especially ITSM) but also brings information and data in from other sources, so I don't feel we are stuck in a proprietary hole.
Increased investment in AIOps and automation
Relatively fast time to value with out-of-the-box capabilities and automation.

Cons

A lot of flexibility in the licensing options which can get overwhelming.
They are just starting to get into helping with DevOps so I don't have as much experience there but it's a challenge for us.
Pricing negotiations - although that can be pretty much every vendor.

Likelihood to Recommend

We have taken advantage of the single platform for different IT disciplines over the past few years and now we are doing more and more with the integrations. Our teams are looking at the same information which stops the blame game a lot. Their newest AIOps has been a very nice surprise as we've tried another tool for about 2 years and it required us to hire outside consultants to try and build what we needed. So far, ServiceNow found a lot of things we didn't know to look for. It's not perfect in fixing everything, but really has provided a lot of visibility and troubleshooting.

Verified User

Director in Information Technology (1001-5000 employees)

Vetted Review

7 years of experience

Leading IT management tool

Rating: 9 out of 10

Incentivized

May 19, 2025

Use Cases and Deployment Scope

In my org we are using ServiceNow for automation of IT access where if any new or existing user specific access then the service is working very fast and accurate in the form of ticket management system. User raised a ticket via ServiceNow, select the application and access as per the customization and bingo automation designed in the way to assign it asap without any manual work.

Pros

New employee onboarding
Automation access task
Knowledge article

Cons

AI for ticket logging
Knowledge article
report limitation

Likelihood to Recommend

Ticket creation function you don't need to arrange many things as few things are customizable according to your org,
Another main thing is customization and integration is part is easy compare to other application available in the market,
We can create our own page too if we don't standard template.

Verified User

Team Lead in Information Technology (1001-5000 employees)

Vetted Review

6 years of experience

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ServiceNow ITOM

Rating: 10 out of 10

May 8, 2021

Use Cases and Deployment Scope

Discovery across our diverse infrastructure of on-prem and cloud solutions and feeds into the CMDB to reduce out of date data
Service mapping to highlight the CIs associated with business services to help with prioritization
Event management and AIOps to find and fix problems faster with less human interaction
Automation tie in with ITSM to help make ticket management easier and faster

Pros

In platform expertise and workflows, so we don't allows have to build everything from scratch.
Tight integration within ServiceNow (especially ITSM) but also brings information and data in from other sources, so I don't feel we are stuck in a proprietary hole.
Increased investment in AIOps and automation
Relatively fast time to value with out-of-the-box capabilities and automation.

Cons

A lot of flexibility in the licensing options which can get overwhelming.
They are just starting to get into helping with DevOps so I don't have as much experience there but it's a challenge for us.
Pricing negotiations - although that can be pretty much every vendor.

Likelihood to Recommend

Verified User

Director in Information Technology (1001-5000 employees)

Vetted Review

7 years of experience