--- title: ServiceNow IT Operations Management Reviews meta_title: 'ServiceNow IT Operations Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 428 reviews by the users' company size, role or industry to find out how ServiceNow IT Operations Management works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 428 scale: '5' date_modified: '2026-07-02' parent_category: name: IT Infrastructure url: https://www.g2.com/categories/it-infrastructure --- # ServiceNow IT Operations Management Reviews **Vendor:** ServiceNow **Category:** [AIOps Tools](https://www.g2.com/categories/aiops-platforms) **Average Rating:** 4.4/5.0 **Total Reviews:** 428 ## About ServiceNow IT Operations Management ServiceNow IT Operations Management (ITOM) is a comprehensive solution designed to enhance the visibility, health, and optimization of an organization's IT infrastructure. By integrating advanced automation and artificial intelligence, ITOM enables proactive management of IT operations, reducing downtime and improving service delivery. Key Features and Functionality: - ITOM Visibility: Automates the discovery of IT assets across on-premises, cloud, and hybrid environments, providing a unified view of the infrastructure. Service Mapping identifies dependencies between IT components, facilitating impact analysis and change management. - ITOM Health: Consolidates and correlates events from various monitoring tools, enabling IT teams to prioritize and respond to critical incidents promptly. Operational Intelligence leverages AI and machine learning to detect patterns and anomalies, allowing for proactive issue resolution. - ITOM Optimization: Manages cloud resources effectively by providing visibility and control over public, private, and hybrid cloud environments. Automates provisioning, lifecycle management, and cost optimization of IT resources supporting application services. Primary Value and Solutions Provided: ServiceNow ITOM addresses the challenges of managing complex IT environments by offering a unified platform that enhances operational efficiency and service reliability. It enables organizations to transition from reactive to proactive operations, minimizing the risk of outages and optimizing resource utilization. By automating routine tasks and providing real-time insights, ITOM empowers IT teams to focus on strategic initiatives, ultimately driving business growth and resilience. ## ServiceNow IT Operations Management Pros & Cons **What users like:** - Users find **ServiceNow ITOM easy to use** , facilitating smooth case resolution and improving the overall customer experience. (51 reviews) - Users value the **visibility** provided by ServiceNow IT Operations Management, enhancing transparency and driving organizational efficiency. (44 reviews) - Users value the **visibility and insights** provided by ServiceNow IT Operations Management, enhancing infrastructure management and team collaboration. (39 reviews) - Users appreciate the **smart automation** in ServiceNow IT Operations Management, enhancing control and transparency in IT operations. (31 reviews) - Users appreciate the **top-notch flexibility** of ServiceNow IT Operations Management, enhancing support ticket management and collaboration. (20 reviews) - Issue Resolution (18 reviews) - Data Management (17 reviews) - Easy Integrations (17 reviews) - Issue Detection (17 reviews) - Useful (17 reviews) **What users dislike:** - Users often face a **steep learning curve** with ServiceNow IT Operations Management, making effective use challenging. (29 reviews) - Users find the **complexity** of ServiceNow IT Operations Management can lead to a steep learning curve and confusion. (27 reviews) - Users find the **setup complexity** of ServiceNow IT Operations Management challenging, requiring careful planning and proper training. (25 reviews) - Users note that the **high cost** of ServiceNow IT Operations Management can be burdensome, especially for mid-sized organizations. (24 reviews) - Users face a **steep learning curve** with ServiceNow IT Operations Management, making effective use challenging without significant expertise. (24 reviews) - Complex Setup (22 reviews) - Users find a **steep learning curve** for ServiceNow ITOM, making initial setup and configuration challenging for new users. (22 reviews) - Complex Configuration (19 reviews) - Configuration Difficulty (17 reviews) - Pricing Issues (12 reviews) ## ServiceNow IT Operations Management Reviews ### 1. ServiceNow ITOM Makes IT Infrastructure Management Seamless with CMDB Service Mapping **Rating:** 5.0/5.0 stars **Reviewed by:** Vinamra G. | Program Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** ITOM capabilities in ServiceNow is a best way to handle your IT infrastructure with complete CMDB Service Mapping. **What do you dislike about ServiceNow IT Operations Management?** CMDB management to see every CI status in a single pane. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Maintaining and monitoring your IT infrastructure just works best with ServiceNow ITOM. ### 2. ITOM Review **Rating:** 4.0/5.0 stars **Reviewed by:** Arie P. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** It’s easy to use for compiling alerts from many different alerting tools. **What do you dislike about ServiceNow IT Operations Management?** Can be complex if you are new to it, so a bit of a challenge. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Solves the problem of where to put alerts and alarms from various sources ### 3. Good **Rating:** 4.5/5.0 stars **Reviewed by:** Pradeep K. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** The ability to populate cmdb and understand change impact and prevent outages **What do you dislike about ServiceNow IT Operations Management?** I don’t see any downsides. But there is complexity involved in scanning various networks and environment. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** The ability to populate cmdb and understand change impact and prevent outages ### 4. ITSM is a perfect for operations **Rating:** 3.5/5.0 stars **Reviewed by:** shilpa k. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** It’s perfect process for all the itsm modules change incident problem cmdb **What do you dislike about ServiceNow IT Operations Management?** It’s not that easy with only out of the box we need to customize a bit **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Using automated tool is helping to create a major incident and problem ### 5. AI OpS for better operations **Rating:** 5.0/5.0 stars **Reviewed by:** pratiksha k. | Delivery Manager – IT Ops & Asset Management **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Ease of use and reporting capabilities. Its best but costly **What do you dislike about ServiceNow IT Operations Management?** Security team dont onboard easily. That cause issues. Its something cause lot of dealyes **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It is helping me to have the proper visibility into the IT ops ### 6. Discovery, Finally **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander T. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** The ability to truly identify the assets in our environment via discovery **What do you dislike about ServiceNow IT Operations Management?** The licensing structure is a bit difficult for us to keep track of at all times **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It’s solving awareness of our IT landscape, and that is invaluable ### 7. ITOM has been great but lengthy to implement **Rating:** 4.0/5.0 stars **Reviewed by:** Vladimir K. | Sr. ServiceNow Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** The alert correlation, discovery/cmdb 360, and service mapping features. **What do you dislike about ServiceNow IT Operations Management?** Difficulty and long time to employment. Lack of targeted training we can pass along to our data center operators **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It helps us monitor and improve the observability of our infrastructure. ### 8. Love my ITOM **Rating:** 5.0/5.0 stars **Reviewed by:** LEO S. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Great integration options. I like the discovery process and the visibility it provides. **What do you dislike about ServiceNow IT Operations Management?** Sometimes there are too many options, and it can be a bit confusing. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Visibility and KPI tracking still require a lot of manual effort and decision-making. ### 9. Streamlined IT Ops with Room for Workflow Enhancement **Rating:** 3.5/5.0 stars **Reviewed by:** Samir S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the workflows in ServiceNow IT Operations Management. The initial setup was also easy. **What do you dislike about ServiceNow IT Operations Management?** I think there could be better tooling for workflow development. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps me manage tickets and IS requests for business. ### 10. Operations simplified with itom **Rating:** 5.0/5.0 stars **Reviewed by:** Prashant J. | Technical Executive **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** Aiops, integrated environment, Automation, engaged and Enhanced experience **What do you dislike about ServiceNow IT Operations Management?** Awaiting it and ot convergence with aiops in the platform **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** End to end IT functioning including cloud, Subscription and on Prem in alignment with business impact, in full CIO control ### 11. ITOM Review **Rating:** 4.0/5.0 stars **Reviewed by:** john a. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** It works out of the box and adapts well alongside other applications. **What do you dislike about ServiceNow IT Operations Management?** Requires a niche role or specialist to support. There are a lot of emergencing products that compete **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** CMDB discovery to populate CIs and better leverage reporting. ### 12. Itops **Rating:** 3.0/5.0 stars **Reviewed by:** Jonathan G. | IT Project Manager Scrum Master **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Great making the day to day functions easier to manage. **What do you dislike about ServiceNow IT Operations Management?** It can be too much for some people, and it takes some training to use effectively. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Not in place yet at this company, but will soon. ### 13. Streamlines Operations with Minimal Human Intervention **Rating:** 5.0/5.0 stars **Reviewed by:** Hemlata N. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like that ServiceNow IT Operations Management offers faster resolution time, less human intervention, and faster delivery. **What do you dislike about ServiceNow IT Operations Management?** Not applicable **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I find ServiceNow IT Operations Management leads to faster resolution time with less human intervention and faster delivery. ### 14. G2 Review **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew C. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Makes the work environment better for the IT employees **What do you dislike about ServiceNow IT Operations Management?** There is nothing that I dislike about the ITOM system **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It is assisting IT employees with a better uniform screen to see all they need to see ### 15. New area moving into **Rating:** 2.5/5.0 stars **Reviewed by:** Samantha C. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I am still so new to it so my experience is limited **What do you dislike about ServiceNow IT Operations Management?** I am still so new to it so my experience is limited **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I am still so new to it so my experience is limited ### 16. My Experience with ServiceNow **Rating:** 5.0/5.0 stars **Reviewed by:** Trinity W. | Remote Technical Support Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about ServiceNow IT Operations Management?** The ability to provide a clear view of IT infrastructure, it assists in promptly identifying and resolving issues before they affect users, I also like how SNOW can easily reduce manual work through automating tasks improving efficiency. **What do you dislike about ServiceNow IT Operations Management?** When setting up SNOW and customizing it for new users to fit their needs it isn't exactly an intuitive tool it is a very complex system that can be time consuming. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I've used service now in many capacities but at my current role I am an IT agent , the service operations workspace helps me to see average resolution time, the number of closed incidents, track SLA's it also shows how many incidents have been resolved by first response team just overall lets me know how I and my team are performing which helps with one on one talks, and understanding my managers point of view and needs so that I am fully informed and able to tackle any problem areas in my performance. ### 17. IT Operations Management **Rating:** 4.5/5.0 stars **Reviewed by:** Preston W. | System Engineer **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** ITOM has been instrumental in increasing visibility, automation and overall orchestration of our enterprise monitoring process **What do you dislike about ServiceNow IT Operations Management?** There are tons of moving pieces and a very steep learning curve. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** More visibility and orchestration of monitoring solutions ### 18. Great component **Rating:** 5.0/5.0 stars **Reviewed by:** Raghu M. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** Ease of use and intuitive, helps me get through the tickets and changes very quickly **What do you dislike about ServiceNow IT Operations Management?** Performance and responsiveness at times have been a concern **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** End to end workflows make the use across functions very useful ### 19. Effortless IT Operations Management **Rating:** 4.0/5.0 stars **Reviewed by:** Shawnna K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** I like how ServiceNow IT Operations Management keeps things simple and is easy to use. I also appreciate the available help. **What do you dislike about ServiceNow IT Operations Management?** no issues **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management keeps things simple and is easy to use. ### 20. Has helped improve efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Taylor C. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the way in which this product works for both end users and administrators **What do you dislike about ServiceNow IT Operations Management?** I wish that AI was being used more in this product **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** This product solves issues regarding issues end users face ### 21. Helpful product **Rating:** 4.0/5.0 stars **Reviewed by:** heather d. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** This is helpful with projects moving into operations in supporting the needs of clients **What do you dislike about ServiceNow IT Operations Management?** Nothing at this time to report as a dislike **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Helping to identify the areas that touch operations when making changes ### 22. Good product **Rating:** 4.5/5.0 stars **Reviewed by:** Morgan S. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** All data remains in the environment, making it easier to use **What do you dislike about ServiceNow IT Operations Management?** It takes customizations to work for us, which hurts upgradibilty **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** No problems that I know of. Once it’s working, it’s great ### 23. Awesome ITOM **Rating:** 5.0/5.0 stars **Reviewed by:** Ajay K. | ServiceNow Lead Solutions Architect (ITOM Practice Head) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Automate the it operation in each area without any issue **What do you dislike about ServiceNow IT Operations Management?** Manually couple of things needs to do like pattern etc **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Automation is a key of Itom which helps a lot to automate things ### 24. Take your company to the next level **Rating:** 4.0/5.0 stars **Reviewed by:** Gabriel R. | Incident Problem Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** You can create CI relationships tha helps with mttd and better response. **What do you dislike about ServiceNow IT Operations Management?** Nothing negative at the moment I like the service mapping and discovery. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Automation, ai integration and friendly user experience. ### 25. Early stage of adaptation **Rating:** 4.0/5.0 stars **Reviewed by:** Prastuti K. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** That it can declutter the noise and help initaite better value immediately **What do you dislike about ServiceNow IT Operations Management?** Its not very easy to use when it comes to defining rules **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Manual event naagin and too may false positive and noise ### 26. Everything in One Place—A Truly All-in-One Tool **Rating:** 4.0/5.0 stars **Reviewed by:** david t. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** all in one place within the tool to have everything easy to reach **What do you dislike about ServiceNow IT Operations Management?** took a while to get up and running due to team constraints **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** provides a much more organized system and department ### 27. Powerful Automation and Visibility with Seamless ITSM Integration **Rating:** 4.0/5.0 stars **Reviewed by:** Souhaib A. | ServiceNow Technical-Functional Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2025 **What do you like best about ServiceNow IT Operations Management?** ServiceNow ITOM is great because it automates discovery and service mapping, provides end-to-end visibility, uses AI for event correlation and proactive issue resolution, and simplifies multi-cloud management. It also integrates seamlessly with ITSM for workflow automation and faster remediation. **What do you dislike about ServiceNow IT Operations Management?** ServiceNow ITOM can be complex to implement, requires significant configuration and expertise, and its licensing costs are high. Some users also find performance issues with large-scale environments and integration challenges with non-ServiceNow tools. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow ITOM solves visibility and control issues across hybrid IT environments by automating discovery, mapping dependencies, and correlating events. This reduces service outages, improves incident response, and enables proactive problem management. For me, it means fewer disruptions, faster root-cause analysis, and better operational efficiency. ### 28. Discovery Feature Shines, with Flexible Probe Customization **Rating:** 4.5/5.0 stars **Reviewed by:** Kiran R. | ServiceNow developer, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** I like the discovery feature and how we can customize probes **What do you dislike about ServiceNow IT Operations Management?** Sometimes support resources take more time to resolve issues. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** What problems is ServiceNow IT Operations Management solving and how is that benefiting you ### 29. A good tool for its purpose **Rating:** 4.0/5.0 stars **Reviewed by:** Conner M. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** The control and overall oversight that the tool allows **What do you dislike about ServiceNow IT Operations Management?** Some of the manual efforts needed in order to get good reporting **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management reduces outages, speeds issue resolution, and improves system visibility ### 30. CMDB Discovery **Rating:** 5.0/5.0 stars **Reviewed by:** Jose G. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Network asset discovery is great for keeping the CMDB up to date. **What do you dislike about ServiceNow IT Operations Management?** Integrating with less common assets can be a challenge. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Keeping the CMDB up to date and correlating alerts for faster resolution. ### 31. Take control of CMDB and visibility of services **Rating:** 5.0/5.0 stars **Reviewed by:** Ismail M. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** The cmdb and csdm model brings order and is highly adaptable **What do you dislike about ServiceNow IT Operations Management?** Custom service maps are tricky to setup and require a lot of service SME engagement **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Enhancing governance and bringing control back ### 32. Great App Visibility, but CMDB/Discovery Reliability and Data Quality Need Work **Rating:** 3.5/5.0 stars **Reviewed by:** Sonya P. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Visibility into your applications and Event Management **What do you dislike about ServiceNow IT Operations Management?** Reliability and Data quality from CMDB and Discovery **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Tying together CI's to applications which are not known to folks outside of the App Dev teams. ### 33. ITOM should be the foundational product when implementing ServiceNow **Rating:** 4.0/5.0 stars **Reviewed by:** Rebekah C. | Senior ITSM Developer **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Maintaining assets and configuration items in one database through their lifecycle **What do you dislike about ServiceNow IT Operations Management?** It’s quite complex and requires a lot of configuration **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** A single system of record for all organizational configuration items. ### 34. Unified db, event management and service mapping **Rating:** 5.0/5.0 stars **Reviewed by:** rajeev s. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** A single place to bring together discovery, mapping, and event management. **What do you dislike about ServiceNow IT Operations Management?** Cloud discovery could be better, and I’d like more flexibility in ephemerals cloud discovery. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Discovery, mapping application and consolidated event management ### 35. Autonomous itom **Rating:** 5.0/5.0 stars **Reviewed by:** Anna G. | Assistant Director of Information Technology & Digitalization Department at HEDNO **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Cmdb dedublication is no more an issue for my organisation **What do you dislike about ServiceNow IT Operations Management?** I would like it to be able to do more staff **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It assists with dedublication removing this effort from the team ### 36. It ops data for reporting **Rating:** 3.5/5.0 stars **Reviewed by:** srutha k. | Senior Business Intelligence Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** Reporting needs and help end usersHelp users and end users who have specific needs. **What do you dislike about ServiceNow IT Operations Management?** Help users and end users who have specific needs. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Help users and end users who have specific needs. ### 37. Valuable Features and Insights Didn’t Have Before **Rating:** 5.0/5.0 stars **Reviewed by:** Joe N. | Team Lead - Network Infrastructure Systems and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Provides features and insights that we do not have currently at our company. **What do you dislike about ServiceNow IT Operations Management?** Need an implementation partner to implement. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** We have not implemented it yet. We are evaluating the tool now. ### 38. ITOM **Rating:** 4.5/5.0 stars **Reviewed by:** Sowmya L. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** Seamless discovery process and event management process **What do you dislike about ServiceNow IT Operations Management?** Nothing as of now as I am still in learning process **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** The discovery of assets and cmdb data with integration hub and dedicated spokes ### 39. Discovery, Service Mapping, and Event Management Done Right **Rating:** 5.0/5.0 stars **Reviewed by:** Maheshwari K. | Senior ServiceNow Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** Discovery, Service Mapping and Event Management **What do you dislike about ServiceNow IT Operations Management?** Manual works like loading the data into ServiceNow tables, and validating them out **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Helping to have the CMDB clean and ensure the health of the CMDB ### 40. Maturity **Rating:** 3.5/5.0 stars **Reviewed by:** sam h. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** It helps streamline our alerting processes and enables maturity **What do you dislike about ServiceNow IT Operations Management?** It is very complex and requires a lot of experience to understand **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Being able to better manage our alerts with more efficiency ### 41. Itom my favorite module **Rating:** 5.0/5.0 stars **Reviewed by:** Martin C. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** I like itom it is helping a lot with all the itil processs **What do you dislike about ServiceNow IT Operations Management?** Initial configuration of the module did not meet expectations **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** CMDB , discovery , cis and lot of devices ### 42. Network issue tracking **Rating:** 4.5/5.0 stars **Reviewed by:** Ray R. | Snr Manager west region operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** Ease of use, tracking issues and now data mining of solutions **What do you dislike about ServiceNow IT Operations Management?** Can fell clunky at times, need more ai on answer verification **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Tracking the breakfix issues in our network ### 43. Efficient Automation with Intuitive Features **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Operations Management?** I like ServiceNow IT Operations Management because it is easy to set up and has great features. The service portal really stands out to me. **What do you dislike about ServiceNow IT Operations Management?** I'm not sure about specific areas where ServiceNow IT Operations Management could be improved, but the aspect of automating testing might need some attention. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I use ServiceNow IT Operations Management for automating processes. It's easy to set up and the service portal is valuable. ### 44. ITOM **Rating:** 5.0/5.0 stars **Reviewed by:** El Mehdi C. | Team Lead / Senior Technical Consultant (ServiceNow), Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** Most features are OOTB. It’s more of administrative work rather than customisation **What do you dislike about ServiceNow IT Operations Management?** Somethings are Blackbox and have no power to take a look at them **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Discovering assets and IT components easily ### 45. Great CI Alerts and High-Priority Issue Management **Rating:** 5.0/5.0 stars **Reviewed by:** cherly r. | ServiceNow adminitrator, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** it help us keep get alert from several ci and help manage high priority issue **What do you dislike about ServiceNow IT Operations Management?** nothing, just which there was better training online **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** better visibility of the status of our CI.e ### 46. Itom **Rating:** 5.0/5.0 stars **Reviewed by:** kelsey f. | Human Resources Associate **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** It allows teams to work together across the org **What do you dislike about ServiceNow IT Operations Management?** The time to train those not used to the the platform **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It is solving our cross collaboration issues. ### 47. Great Visibility and Automation, but Initial Setup and Customization Take Effort **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2026 **What do you like best about ServiceNow IT Operations Management?** I like how ServiceNow IT Operations Management improves visibility across infrastructure, automates incident handling, and helps teams detect issues faster to reduce downtime. **What do you dislike about ServiceNow IT Operations Management?** ServiceNow IT Operations Management can feel complex to configure initially, and some advanced features require significant customization, training, and ongoing maintenance efforts. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** ServiceNow IT Operations Management helps us identify issues faster, automate operational workflows, and improve service visibility, reducing downtime and increasing overall efficiency. ### 48. ITOM **Rating:** 3.5/5.0 stars **Reviewed by:** Dawn S. | VP, IT Asset Manager, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** Ease of use throughout the platform and auto generation **What do you dislike about ServiceNow IT Operations Management?** I don’t dislike anything at this time, going smoothly **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** I’m not sure, I’m a user so I joust follow the prompts ### 49. IT Ops **Rating:** 4.0/5.0 stars **Reviewed by:** Dharmesh V. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Operations Management?** IT operations capabilities at best with all necessities. **What do you dislike about ServiceNow IT Operations Management?** All features are getting better so no distractions. **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** Operations IT Management and all processes and problems comes with it! ### 50. ITOM Module **Rating:** 4.0/5.0 stars **Reviewed by:** Jorge T. | Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Operations Management?** Identity of defects in products that leads to automation is the best **What do you dislike about ServiceNow IT Operations Management?** The licensing for pro is expensive and leads to adoption issues **What problems is ServiceNow IT Operations Management solving and how is that benefiting you?** It’s solves service mapping integrations ## ServiceNow IT Operations Management Discussions - [What is operations ServiceNow?](https://www.g2.com/discussions/what-is-operations-servicenow) - [WHAT IS IT operations management software?](https://www.g2.com/discussions/what-is-it-operations-management-software) - [What are the key IT services provided by ServiceNow?](https://www.g2.com/discussions/what-are-the-key-it-services-provided-by-servicenow) - [Which functions are included in IT Operations Management?](https://www.g2.com/discussions/which-functions-are-included-in-it-operations-management) - [View ServiceNow IT Operations Management pricing details and edition comparison](https://www.g2.com/products/servicenow-it-operations-management/reviews?page=5&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-05+21%3A44%3A55+-0500&secure%5Bsession_id%5D=8e88c9e3-fcd9-4944-8d45-5c60f726bb1f&secure%5Btoken%5D=86400fa907d0f52efec73f4e57d8712d14c36e335e789f3194df9f336e6bb015&format=llm_user) ## ServiceNow IT Operations Management Integrations - [Access Management Workflow and Governance](https://www.g2.com/products/access-management-workflow-and-governance/reviews) - [AWS Lambda](https://www.g2.com/products/aws-lambda/reviews) - [Azure Portal](https://www.g2.com/products/azure-portal/reviews) - [Azure Virtual Machines](https://www.g2.com/products/azure-virtual-machines/reviews) - [BigFix Inventory](https://www.g2.com/products/bigfix-inventory/reviews) - [Bucher + Suter Connects](https://www.g2.com/products/bucher-suter-connects/reviews) - [Cisco DNA Center](https://www.g2.com/products/cisco-cisco-dna-center/reviews) - [Cisco Meraki](https://www.g2.com/products/cisco-meraki/reviews) - [Cloudera](https://www.g2.com/products/cloudera/reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - [DX NetOps](https://www.g2.com/products/dx-netops/reviews) - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) - [Elasticsearch](https://www.g2.com/products/elastic-elasticsearch/reviews) - [ExtraHop](https://www.g2.com/products/extrahop/reviews) - [Flexera One](https://www.g2.com/products/flexera-one/reviews) - [Forescout Platform](https://www.g2.com/products/forescout-platform/reviews) - [Google Cloud Asset Inventory](https://www.g2.com/products/google-cloud-asset-inventory/reviews) - [Google Cloud Platform Security Overview](https://www.g2.com/products/google-cloud-platform-security-overview/reviews) - [HCL Notes](https://www.g2.com/products/hcl-notes/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Jamf Discovery](https://www.g2.com/products/jamf-discovery/reviews) - [LogicMonitor](https://www.g2.com/products/logicmonitor/reviews) - [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) - [Microsoft Intune Enterprise Application Management](https://www.g2.com/products/microsoft-intune-enterprise-application-management/reviews) - [Microsoft SharePoint](https://www.g2.com/products/microsoft-sharepoint/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [monday AI Work Platform](https://www.g2.com/products/monday-com/reviews) - [NetScaler](https://www.g2.com/products/netscaler/reviews) - [NETSCOUT Network & Application Observability](https://www.g2.com/products/netscout-network-application-observability/reviews) - [New Relic](https://www.g2.com/products/new-relic/reviews) - [Oracle Cloud Data Management](https://www.g2.com/products/oracle-oracle-cloud-data-management/reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) - [Palo Alto Cortex XSIAM](https://www.g2.com/products/palo-alto-cortex-xsiam/reviews) - [Parallels Mac Management for Microsoft SCCM](https://www.g2.com/products/parallels-mac-management-for-microsoft-sccm/reviews) - [Qualys Asset Inventory CMDB Sync](https://www.g2.com/products/qualys-asset-inventory-cmdb-sync/reviews) - [Qualys PM](https://www.g2.com/products/qualys-pm/reviews) - [Red Hat Ansible Automation Platform](https://www.g2.com/products/red-hat-ansible-automation-platform/reviews) - [runZero](https://www.g2.com/products/runzero/reviews) - [SailPoint](https://www.g2.com/products/sailpoint/reviews) - [Scale GenAI Platform](https://www.g2.com/products/scale-genai-platform/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [SolarWinds Observability](https://www.g2.com/products/solarwinds-worldwide-llc-solarwinds-observability/reviews) - [Splunk AppDynamics](https://www.g2.com/products/splunk-appdynamics/reviews) - [Splunk Enterprise](https://www.g2.com/products/splunk-enterprise/reviews) - [Sumo Logic](https://www.g2.com/products/sumo-logic/reviews) - [Systeme.io](https://www.g2.com/products/systeme-io/reviews) - [Tanium](https://www.g2.com/products/tanium/reviews) - [Tanium Inc.](https://www.g2.com/products/tanium-inc/reviews) - [Tenable OT Security](https://www.g2.com/products/tenable-ot-security/reviews) - [VMware vSphere](https://www.g2.com/products/vmware-vsphere/reviews) - [VMware Workstation Pro](https://www.g2.com/products/vmware-workstation-pro/reviews) - [Vulcan](https://www.g2.com/products/vulcan/reviews) - [Zabbix](https://www.g2.com/products/zabbix/reviews) ## ServiceNow IT Operations Management Features **Functionality** - Artificial Intelligence - Machine Learning - Systems Monitoring **Monitoring** - Performance Baselines - Performance Analysis - Performance Monitoring - AI/ML Assistance - Multi-System Monitoring **Reliability Objectives & Service Operations - AI SRE Tools** - Intelligent On-Call Workflows - Error Budget Tracking - SLI & SLO Management - Service Health Modeling & Reporting **AI & Conversational Intelligence - Enterprise AI Chatbots** - Retrieval-Augmented Generation (RAG) - Natural Language Understanding - Multi-Turn Conversations - Contextual Response Generation **Analysis** - Threat Detection **Issue Resolution** - Root Cause Identification - Proactive Identification - Resolution Guidance **Response** - Dashboards and Visualization - Incident Alerting - Root Cause Analysis (RCA) **AI Detection & Signal Quality - AI SRE Tools** - Cross-Telemetry Correlation - Change-Aware Detection - Adaptive Anomaly Detection - Alert Correlation & Noise Reduction **Knowledge & Data Integration - Enterprise AI Chatbots** - Real-Time Data Retrieval - API & Custom Data Connectors - Knowledge Base Integrations - CRM & ERP Integrations **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management **Management** - System Integration - Alerting - Reporting **Agentic AI - Application Performance Monitoring (APM)** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Investigation & Root Cause Analysis - AI SRE Tools** - Guided Incident Investigation - Live Debugging in Production - AI Root Cause Analysis - Runtime-Verified Root Cause Analysis **Security, Governance & Compliance - Enterprise AI Chatbots** - Audit Logging - Role-Based Access Controls - Data Residency Controls - Response Guardrails **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management **Generative AI** - AI Text Generation - AI Text Summarization **Automation & Platform Controls - AI SRE Tools** - Automated Runbook & Workflow Execution - Human-in-the-Loop Remediation - Integration, APIs & Secure Access Controls - AI-Assisted Code Fix Generation **Administration & Deployment - Enterprise AI Chatbots** - Workflow Automation - Escalation Workflows - Conversation Analytics - Multi-Channel Deployment **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - AIOps Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Performance** - Real User Monitoring (RUM) - Second by Second Metrics **Functionality** - Synthetic Monitoring - Dynamic Transaction Mapping - Load Balancing - Cloud Observability ## Top ServiceNow IT Operations Management Alternatives - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) - 4.5/5.0 (1,231 reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - 4.4/5.0 (709 reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) - 4.5/5.0 (941 reviews)