ServiceNow IT Operations Management Reviews

Name: ServiceNow IT Operations Management
Brand: ServiceNow
Rating: 4.1 (40 reviews)

Vendor: ServiceNow

4.1 out of 5

40 reviews
94% willing to recommend

116 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 #11 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 74% 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

February 2025

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Helped 839,319 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 March 2025, the mindshare of ServiceNow IT Operations Management in the Event Monitoring category stands at 19.3%, up from 15.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Event Monitoring

PeerAnalyst reports based on ServiceNow IT Operations Management reviews

Type	Title	Date
Category	Event Monitoring	Mar 4, 2025	Download
Product	Reviews, tips, and advice from real users	Mar 4, 2025	Download
Comparison	ServiceNow IT Operations Management vs BMC TrueSight Operations Management	Mar 4, 2025	Download
Comparison	ServiceNow IT Operations Management vs IBM Tivoli NetCool OMNIbus	Mar 4, 2025	Download
Comparison	ServiceNow IT Operations Management vs SCOM	Mar 4, 2025	Download

Title	Rating	Mindshare	Recommending
SCOM	3.9	7.9%	86%	81 interviews Add to research
ScienceLogic	4.3	7.4%	93%	44 interviews Add to research

Valuable Features

Discovery, Service Mapping, and Event Management are highly valued features in ServiceNow IT Operations Management. Users appreciate its ease of use, dashboard functionality, and seamless integration with other ITSM modules. The platform excels in asset management, orchestration, cloud governance, and auto-ticketing, offering a comprehensive, scalable, and user-friendly interface. It aids in centralizing information, enabling effective collaboration and efficient IT operations with reduced operational costs. The strong technical support and frequent updates are additional advantages.

"Our ROI since implementing ServiceNow ITOM has been significant."
"It provided out-of-the-box integrations, requiring only minimal effort, typically a couple of days, to massage those systems into a seamless operation."
"The solution is saving time by providing templates, reducing duplication in rule configuration, and offering efficient alert management."

Room for Improvement

ServiceNow IT Operations Management requires pricing adjustments, improved integrations, and more extensive Discovery and service mapping features. Users seek better customization options, enhanced AI and machine learning capabilities, and a simplified initial setup. The performance and licensing model need improvement, with emphasis on scalability and ease of use. Users desire more apps in the ServiceNow app store, enhanced workflows, and a streamlined approach to automation and monitoring functionalities.

"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."
"There is room for improvement in service mapping within ServiceNow ITOM."
"We are facing difficulties with service mapping of CIs from the end users, and are seeking help from third-party vendors."

ROI

ServiceNow IT Operations Management offers a flexible and powerful tool that covers its costs within three to six months. Medium to large enterprises may experience a fair ROI, taking 18 to 24 months to become evident. The tool enhances visibility and technical capabilities, providing significant ROI by reducing staffing needs and manual processes. While some find it expensive, it justifies the cost through increased efficiency and workflow acceleration, though there is room for improvement in utilization.

Pricing

ServiceNow IT Operations Management generally offers subscription and yearly licenses. While existing ServiceNow users benefit from a lower overall cost, the solution is considered expensive with costs around $40 per node per month for comprehensive versions. Licensing is customized, with prices influenced by partnerships and specific needs. Despite its premium pricing, many find the value worth the cost due to its unified platform and robust features, though some users suggest potential for a 10-20% price reduction.

"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 primarily use ServiceNow IT Operations Management for IT infrastructure management, including incident, change, and event management. It facilitates integration across various ITSM processes, centralizing disparate tools. By automating tasks, it enhances efficiency, reduces costs, and improves operations. ITOM's capabilities include server management, asset discovery, configuration management, and monitoring. CMDB is often utilized for maintaining up-to-date information, and users leverage the platform for workflow automation, thus streamlining processes and enhancing tracking and reporting capabilities.

Service and Support

ServiceNow IT Operations Management's customer service is generally satisfactory. Users appreciate the responsiveness and knowledge, though some experience inconsistency in support quality. Technical support is accessible and prompt for simpler issues, but complex problems may require additional follow-up. Response times and documentation quality could improve. While training and a clearly defined process enhance service experience, support effectiveness varies based on individual contact. High-priority assistance is efficient, but some report challenges resolving intricate issues.

Deployment

ServiceNow IT Operations Management's initial setup varies in complexity based on user expertise and enterprise requirements. Many described it as straightforward, while others highlighted challenges due to configuration, security settings, and the need for clear requirements. Deployment timelines differ significantly, ranging from weeks to several months, influenced by customization, integration needs, and environment complexity. Experienced users found it easier, but organizations often required expert assistance, especially for advanced features and integrations.

Scalability

ServiceNow IT Operations Management offers robust scalability, allowing organizations to expand as needed. Many value its ability to integrate seamlessly without requiring complex reconfiguration. Users highlight its suitability for medium to large-scale enterprises, though some find scaling challenging for more complex environments or smaller businesses due to costs. The SaaS model facilitates effortless growth, enabling the addition of users and functionality with ease. Licensing costs can be a consideration for broader deployment. Scalability ratings generally range high.

Stability

ServiceNow IT Operations Management is recognized for its stability by users, with most reports indicating reliability without crashes or bugs. Some mention that its stability can vary based on the system setup and subscription model. Users rate its stability highly, between seven to nine out of ten. A few note performance issues potentially linked to network or deployment context, particularly in cloud settings. Feedback emphasizes dependable support for IT management processes.

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%

Energy/Utilities Company

Government

Healthcare Company

Retailer

Insurance Company

University

Consumer Goods Company

Construction Company

Comms Service Provider

Educational Organization

Real Estate/Law Firm

Hospitality Company

Pharma/Biotech Company

Media Company

Legal Firm

Logistics Company

Non Profit

Engineering Company

Wholesaler/Distributor

Aerospace/Defense Firm

Transportation Company

Recreational Facilities/Services Company

Performing Arts

Outsourcing Company

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.