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ServiceNow IT Operations Management pros and cons

Vendor: ServiceNow

4.1 out of 5

45 reviews
95% willing to recommend

Pros & Cons summary

ServiceNow IT Operations Management offers valuable asset management and enhanced visibility with Discovery, known for scalability and integration with ITSM to reduce downtime. Despite high stability and ROI, its high cost, complicated licensing, and slow support pose challenges. Limited automation, cumbersome discovery, and reliance on third-party tools affect efficiency. While user-friendly with strong community support, integration and customization remain concerns needing attention for tech buyers considering implementation.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

ServiceNow IT Operations Management offers valuable asset management and discovery features, aiding in application portfolio management and providing visibility into IT infrastructure.

It is known for its stability, ease of use, and flexibility, requiring minimal effort for initial setup and offering straightforward dashboard maintenance.

The platform allows seamless integration with ITSM and provides out-of-the-box integrations, streamlining management processes through automation and orchestration.

ServiceNow IT Operations Management supports scalable operations, efficient impact analysis, and comprehensive service mapping, leveraging AI to enhance IT operations and reduce downtime.

The tool offers excellent documentation and resources for learning, with a strong online community and customer service, ensuring users have access to necessary support and guidance.

CONS

ServiceNow IT Operations Management's discovery feature lacks depth and often requires integration with third-party tools to achieve comprehensive discovery.

Service mapping in ServiceNow IT Operations Management is time-consuming and has limitations, especially for non-IP devices, which can require additional support from third-party vendors.

The pricing of ServiceNow IT Operations Management is high, with a rigid licensing model that complicates scaling and understanding costing.

There is a need for enhanced integration options and out-of-the-box patterns within ServiceNow IT Operations Management.

Technical support for ServiceNow IT Operations Management has been rated low due to prolonged resolution times for issues.

ServiceNow IT Operations Management Pros review quotes

CEO at a tech services company with 11-50 employees

Aug 30, 2020

The asset management tools are very valuable.

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reviewer1352346

Senior Consultant at a tech consulting company with 11-50 employees

Nov 1, 2020

The Discovery feature is the most valuable. I only use the Discovery and Service Mapping features. I am using the minor subscription called ITOM Visibility, which includes the Discovery and Service Mapping features. It is easy to understand and easy to use. It has a lot of documentation. You can find a lot of help online, which helps me in finding what I need in a rapid way. You can find videos on YouTube channels and a lot of stuff and information in the online community.

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ST

Sirisha Tadepalli

Principal Consultant at a computer software company with 10,001+ employees

Apr 13, 2021

Their Event Management is very good.

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ServiceNow IT Operations Management

Free Report: ServiceNow IT Operations Management Reviews and More

Learn what your peers think about ServiceNow IT Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.

879,711 professionals have used our research since 2012.

reviewer1800279

Managing Director at a consumer goods company with 11-50 employees

Mar 14, 2022

ServiceNow IT Operations Management is a stable product.

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Kiren Kishore Pattatjil

Assistant Project Manager at ProV International

May 5, 2022

The most important features of ServiceNow IT Operations Management are the discovery service mapping and orchestration.

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Project Manager at a tech vendor with 10,001+ employees

May 18, 2022

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.

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IT Consultant at Sydbank

May 26, 2022

It is flexible. You can tune it, more or less, as you want.

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Solutions Architect at Globant

May 30, 2022

It's easy to set up.

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ServiceNow Platform Development & Services Manager at GEA

Jul 26, 2022

The most valuable features of ServiceNow IT Operations Management are ease of use, intuitive design, and ease of management, and its based on IT practices which are good.

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Sr. IT Analyst at NCR Corporation

Aug 18, 2022

It is easy to use and simple to learn.

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Show 10 more reviews (out of 44)

ServiceNow IT Operations Management Cons review quotes

CEO at a tech services company with 11-50 employees

Aug 30, 2020

The pricing is high.

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reviewer1352346

Senior Consultant at a tech consulting company with 11-50 employees

Nov 1, 2020

The pattern part can be improved. Patterns are used in the Discovery feature. Although it is easy to create new patterns and modify the existing ones, it would be better if this solution can have more out-of-the-box patterns. In terms of new features, they can include artificial intelligence, something like machine learning.

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ST

Sirisha Tadepalli

Principal Consultant at a computer software company with 10,001+ employees

Apr 13, 2021

Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers.

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ServiceNow IT Operations Management

Free Report: ServiceNow IT Operations Management Reviews and More

Learn what your peers think about ServiceNow IT Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.

879,711 professionals have used our research since 2012.

reviewer1800279

Managing Director at a consumer goods company with 11-50 employees

Mar 14, 2022

The setup and deployment could be simplified, and the pricing could improve.

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Kiren Kishore Pattatjil

Assistant Project Manager at ProV International

May 5, 2022

The most complaints we have received from our clients are the solution's discovery aspect. I've heard a few concerns from the customers where we have to integrate with a third-party tool to make a full-fledged discovery along with ServiceNow. ServiceNow alone does not do the total capacity of the discovery. The discovery portion of ServiceNow IT Operations Management is not in-depth as what the customers are looking for. The information that it gathers from the assets is a little more limited than what other tools provide.

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Project Manager at a tech vendor with 10,001+ employees

May 18, 2022

At times, it got cumbersome from the project management perspective. It could have been because of the way we were using it. I found Microsoft Project to be more extensive and robust than ITOM.

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IT Consultant at Sydbank

May 26, 2022

My managers would say that the price is too high. We wanted to also have the visibility version of it, but it's too expensive for us. Going for visibility would have doubled up the price.

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Solutions Architect at Globant

May 30, 2022

If you are new to using the solution, you will find the setup complex.

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ServiceNow Platform Development & Services Manager at GEA

Jul 26, 2022

The time for deployment of ServiceNow IT Operations Management depends on many factors. It's a SaaS application, it should not take too long, but if you want to define the tool based on your processes, then it would take some time. It fully depends on the company's complexity. There are out-of-the-box product flows and if you want to use them, you can from day one. However, if you want to customize it and change it to your company's practices, then it will take more time. The setup could be faster.

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Sr. IT Analyst at NCR Corporation

Aug 18, 2022

The security policies could be increased.

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Show 10 more reviews (out of 44)

Product Categories

Product Categories

Event Monitoring

Cloud Management

IT Infrastructure Monitoring

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Product Categories

Product Categories

Event Monitoring

Cloud Management

IT Infrastructure Monitoring

Popular Comparisons

Popular Comparisons

Zabbix vs ServiceNow IT Operations Management

Datadog vs ServiceNow IT Operations Management

Dynatrace vs ServiceNow IT Operations Management

New Relic vs ServiceNow IT Operations Management

Splunk AppDynamics vs ServiceNow IT Operations Management

IBM Turbonomic vs ServiceNow IT Operations Management

Elastic Observability vs ServiceNow IT Operations Management

SolarWinds NPM vs ServiceNow IT Operations Management

PRTG Network Monitor vs ServiceNow IT Operations Management

Splunk Observability Cloud vs ServiceNow IT Operations Management

VMware Aria Automation vs ServiceNow IT Operations Management

Nagios XI vs ServiceNow IT Operations Management

SCOM vs ServiceNow IT Operations Management

LogicMonitor vs ServiceNow IT Operations Management

VMware Aria Operations vs ServiceNow IT Operations Management

See all alternatives

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