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ServiceNow IT Operations Management Reviews

Vendor: ServiceNow
4.1 out of 5
Badge Ranked 1
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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, #2 ranked solution in top AIOps solutions, #9 ranked solution in Infrastructure Monitoring tools, and #11 ranked solution in top Cloud Management solutions. 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 Dynatrace: ServiceNow IT Operations Management vs Dynatrace. ServiceNow IT Operations Management is popular among the large enterprise segment, accounting for 71% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a manufacturing company, accounting for 13% of all views.
Buyer's Guide
ServiceNow IT Operations Management
August 2025
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Helped 866,088 peers since 2012

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ServiceNow IT Operations Management mindshare

Product category:
Event Monitoring
As of August 2025, the mindshare of ServiceNow IT Operations Management in the Event Monitoring category stands at 17.4%, down from 18.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Event Monitoring Market Share Distribution
ProductMarket Share (%)
ServiceNow IT Operations Management17.4%
OpsRamp14.8%
IBM Tivoli NetCool OMNIbus10.2%
Other57.599999999999994%
Event Monitoring

PeerResearch reports based on ServiceNow IT Operations Management reviews

TypeTitleDate
CategoryEvent MonitoringAug 29, 2025Download
ProductReviews, tips, and advice from real usersAug 29, 2025Download
ComparisonServiceNow IT Operations Management vs OpsRampAug 29, 2025Download
ComparisonServiceNow IT Operations Management vs BMC TrueSight Operations ManagementAug 29, 2025Download
ComparisonServiceNow IT Operations Management vs IBM Tivoli NetCool OMNIbusAug 29, 2025Download
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TitleRatingMindshareRecommending
Dynatrace4.4N/A95%349 interviewsAdd to research
Zabbix4.2N/A95%107 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

ServiceNow IT Operations Management is valued for features like Discovery, Service Mapping, Event Management, and orchestration. Users appreciate its ease of use, scalability, and integration capabilities. The unified platform enhances IT management processes, reduces operational costs, and provides a centralized dashboard for tracking and reporting. The tool's flexibility and compatibility with various IT systems improve performance, user experience, and collaboration across IT departments, while its automation features support efficient issue resolution.
  • "I consider the stability to be very high, rating it ten out of ten."
  • "Customer service is excellent."
  • "Our ROI since implementing ServiceNow ITOM has been significant."

Room for Improvement

ServiceNow IT Operations Management needs improvement in pricing and licensing, especially for small to medium businesses. The discovery features are limited and require third-party integration. Users report that setup and deployment are complex. More user customization options and better integrations with other tools are desired. There are calls for enhancement in automation and artificial intelligence capabilities. Service mapping and monitoring require refinement, and the interface could be more intuitive and user-friendly.
  • "I believe that technical support could improve a bit. I would rate it a six."
  • "ServiceNow's pricing is expensive. A more streamlined configuration process tailored to use cases and industry would be beneficial."
  • "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."

ROI

ServiceNow IT Operations Management offers substantial ROI due to its flexibility and efficiency in automating processes. Users find the platform covers costs within three to six months, with full visibility into hardware, software, and tech management. Although initial benefits take time, ROI becomes significant, especially in medium to large enterprises. The tool's technical capabilities enhance business cases, improve workflows, and reduce staffing needs, despite its cost, indicating more potential for optimization and value realization.

Pricing

ServiceNow IT Operations Management offers yearly, three-year, and subscription-based licenses. Pricing varies based on customization and model, with costs reported as high, ranging from $40 per node per month. Some find it competitive for the features provided, while others see the cost as expensive compared to competitors. Pricing is tailored to individual enterprise needs, often negotiated, and can include additional costs for advanced features. Overall, the solution is considered premium and valuable despite the high expense.
  • "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 utilize ServiceNow IT Operations Management for IT infrastructure management, incident tracking, and automation. They employ it for incident, event, and change management processes, often integrating it with various platforms to streamline operations and reduce costs. It aids in discovering assets, managing CMDB, automating workflows, and monitoring systems. Users benefit from its capabilities by handling incidents, correlating events, and employing AI functionalities, supporting ITSM and efficiently managing service lifecycles.

Service and Support

ServiceNow IT Operations Management has mixed feedback regarding its technical support. Many users find the support team responsive with fast issue resolution, rating it between six to nine on a scale. Some cite excellent knowledge and promptness, while others note inconsistent assistance and suggest room for improvement in response time and depth of support. A few mention reliance on internal teams for initial troubleshooting and dissatisfaction with documentation clarity.

Deployment

ServiceNow IT Operations Management's initial setup is generally considered straightforward, though it can vary based on technical expertise and organizational complexity. The main challenges include configuring APIs and managing security settings. Deployment timelines can range from weeks to several months, influenced by the company's infrastructure and customization needs. Expert assistance is often beneficial, especially in larger or more intricate environments. Experience with ServiceNow helps ease the process, whereas beginners may face more challenges.

Scalability

ServiceNow IT Operations Management is recognized for its excellent scalability, allowing for easy expansion without major reconfiguration. It integrates well with various tools and offers different plans to accommodate growing needs. While scaling within existing ecosystems is straightforward, complexities may arise with geographical expansions. It suits medium to enterprise-level businesses, though the costs may deter smaller companies. Its scalability is often rated highly by users, highlighting its adaptability across different organizational sizes and needs.

Stability

ServiceNow IT Operations Management is generally considered stable by users. It doesn't crash and is reliable, although stability can vary based on the setup and subscription model. While performance issues might occur due to external factors, many users rate its stability highly, often between eight to ten out of ten. Some report slowness in specific environments, but others highlight its robust performance and rare outages. Stability is influenced by deployment and configuration choices.
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
Company SizeCount
Small Business11
Midsize Enterprise5
Large Enterprise23
By reviewers
By visitors reading reviews
Company SizeCount
Small Business174
Midsize Enterprise108
Large Enterprise677
By visitors reading reviews

Top industries

By visitors reading reviews
Manufacturing Company
13%
Financial Services Firm
12%
Computer Software Company
12%
Healthcare Company
5%
Government
5%
Retailer
5%
Energy/Utilities Company
4%
University
4%
Insurance Company
4%
Comms Service Provider
3%
Construction Company
3%
Consumer Goods Company
2%
Educational Organization
2%
Legal Firm
2%
Performing Arts
2%
Hospitality Company
2%
Real Estate/Law Firm
2%
Recreational Facilities/Services Company
2%
Wholesaler/Distributor
2%
Transportation Company
2%
Non Profit
1%
Engineering Company
1%
Media Company
1%
Pharma/Biotech Company
1%
Aerospace/Defense Firm
1%
Outsourcing Company
1%
Logistics Company
1%
Leisure / Travel Company
1%

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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.

ServiceNow IT Operations Management customers

servicenow, TransAlta, NATS, Symantec

Related questions

  • 15
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  • 813
What is the difference between IT event correlation and aggregation?
  • 9
When evaluating Event Monitoring, what aspect do you think is the most important to look for?
  • 8
What questions should companies ask vendors when researching event monitoring solutions?
  • 10
What insider threat detection tool do you recommend to a company with a modest budget?
  • 15
Have you successfully migrated from a best-of-breed enterprise management/monitoring & automation/orchestration platform to the ServiceNow framework?
  • 6
Why is Event Monitoring important for companies?

Product Categories

Product Categories
Event Monitoring
Cloud Management
IT Infrastructure Monitoring
AIOps

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ServiceNow IT Operations Management Reviews Summary
Author infoRatingReview Summary
Senior Consultant at a consultancy with 10,001+ employees4.0I am currently integrating LogicMonitor with ServiceNow IT Operations Management for IT event management and auto-ticketing. The platform's discovery and auto-ticketing features are valuable, though service mapping from end users needs improvement, and additional support resources would be helpful.
Business analyst at a financial services firm with 10,001+ employees4.5We use ServiceNow IT Operations Management for IT operations, including discovery, service mapping, certificate management, and event prediction. It's a powerful suite enhancing ITSM by automating processes and proactively resolving issues. Previously, we used BMC tools.
Account Manager at a consultancy with 11-50 employees4.5We use ServiceNow IT Operations Management to enhance IT infrastructure management, integrating Intune and SCCM seamlessly. While service mapping could improve, it significantly boosts efficiency and ROI compared to Ivanti, with valuable analytics and reduced staffing needs.
Chief Information Officer at a energy/utilities company with 201-500 employees4.0We use ServiceNow IT Operations Management to discover and manage network assets. Its efficient issue resolution is valuable, though the pricing is high and setup complex. We switched from Dell KACE for a more comprehensive ITSM solution.
ServiceNow Platform Development & Services Manager at GEA4.5I have worked with ServiceNow IT Operations Management for various functions like ITSM, HRST, and SecOps. It is user-friendly with excellent orchestration and automation capabilities, though its subscription model could use improvement.
Solutions Architect at Globant5.0I find ServiceNow IT Operations Management beneficial for optimizing operations through features like Discovery for IT infrastructure visibility. It centralizes essential functions, unlike IBM solutions, and would improve with enhanced automation. We use it on Amazon Web Services.
Enterprise Architect at NTT Communications ICT Solutions4.0I primarily use ServiceNow IT Operations Management for event and incident management, focusing on automating workflows. While ITOM excels in workflow automation, it struggles with high-scale performance, often requiring external solutions for robust event handling.
Senior Business Analyst at State Goverment Organization4.0In my experience, ServiceNow IT Operations Management efficiently streamlined our IT operations with its intuitive user interface and user-level reporting features. However, it needs more user customization options to enhance usability without requiring extensive administrator involvement, currently hosted on Microsoft Azure.