What is ServiceNow IT Operations Management?
Move IT operations from a reactive team to one that works intelligently for the business. Gain visibility across infrastructure and apps, maintain service health, and optimize cloud delivery and spend. Deliver high-performance business services with visibility and AIOps.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
90 Likeliness to Recommend
1
Since last award
97 Plan to Renew
82 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+93 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love ServiceNow IT Operations Management?
Pros
- Performance Enhancing
- Respectful
- Friendly Negotiation
- Reliable
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Applications Monitoring
Server Performance Monitoring
Centralized Dashboard
Deployment Model
Network Configuration Management
Automated Remediation
Access Rights Management
Network Performance Management
Multi-Site Functionality
Cloud Monitoring
Storage Monitoring
Vendor Capability Ratings
Business Value Created
Product Strategy and Rate of Improvement
Quality of Features
Breadth of Features
Ease of IT Administration
Ease of Data Integration
Vendor Support
Ease of Implementation
Availability and Quality of Training
Ease of Customization
Usability and Intuitiveness
Also Featured in...
ServiceNow IT Operations Management Reviews
Minara U.
- Role: Information Technology
- Industry: Education
- Involvement: End User of Application
Submitted Dec 2025
Gives Unified IT Operations in Education
Likeliness to Recommend
What differentiates ServiceNow IT Operations Management from other similar products?
It offers unified platform integration meaning it integrates seamlessly with HR, ITAM, security and ITSM in a same platform while most of its competitors are have separate silos for various departments. Also, most competitors require complex integration as they are point solutions
What is your favorite aspect of this product?
It is a single pane for IT in that security, administrative, IT, and facilities workflows can share data which results in the reduction of finger pointing
What do you dislike most about this product?
Its licensing is quite pricey compared alternatives and this may hinder smaller institutions from using it Complex customization which could lead to upgrade headaches
What recommendations would you give to someone considering this product?
Ensure to review service maps quarterly as the infrastructure keeps on changing more so in academia field if planning to use it in long-term
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Utkarsh M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2025
Powerful IT Operations Platform
Likeliness to Recommend
What differentiates ServiceNow IT Operations Management from other similar products?
ServiceNow IT Operations Management (ITOM) stands out due to: 1. Unified Platform: Seamless integration with ITSM, CMDB, and other ServiceNow modules. 2. Real-Time Visibility: Strong AIOps, Discovery, and Service Mapping for accurate infrastructure insight. 3. Automation: Workflow automation across incident, change, and remediation. 4. Scalability: Cloud-native, enterprise-grade, and highly configurable. 5. Single Data Model: Centralized data foundation enables better decision-making and faster root-cause analysis.
What is your favorite aspect of this product?
My favorite aspect of ServiceNow IT Operations Management is its real-time service visibility through Service Mapping and AIOps. This feature automatically maps infrastructure components to business services and uses AI/ML to detect anomalies and predict issues before they impact users. It’s powerful because it transforms IT operations from reactive to proactive, reducing downtime and improving service reliability — all while being deeply integrated with other ServiceNow workflows.
What do you dislike most about this product?
What I dislike most about ServiceNow IT Operations Management is its complexity and steep learning curve, especially during initial setup. Features like Discovery, Service Mapping, and AIOps require careful configuration, clean CMDB data, and sometimes significant customization to work effectively. For smaller teams or organizations without strong ServiceNow expertise, this can lead to long implementation times and dependence on costly external consultants. So while powerful, it demands a solid investment in planning, resources, and training to unlock its full value.
What recommendations would you give to someone considering this product?
If you're considering ServiceNow IT Operations Management (ITOM), here are key recommendations: 1. Assess Readiness: Ensure your CMDB is clean and structured—ITOM relies heavily on accurate data. 2. Start Small, Scale Smart: Begin with core modules like Discovery or Event Management, then expand to AIOps or Cloud Management. 3. Engage Experts: Work with certified ServiceNow partners or consultants to avoid missteps in architecture and configuration. 4. Align with Business Goals: Map ITOM capabilities to specific outcomes like reducing outages or improving change success rates.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Caring
Please tell us why you think this review should be flagged.
Lokesha K.
- Role: Consultant
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2025
Fantastic product for event management and integra
Likeliness to Recommend
What differentiates ServiceNow IT Operations Management from other similar products?
Support for multiple cloud and Datacenter integration as well receive alerts through API
What is your favorite aspect of this product?
Integration hub, multiple cloud supports Integration OOTB and easy to customize the alerts and incidents mapping
What do you dislike most about this product?
It doesn't support for correlation and forecasting
What recommendations would you give to someone considering this product?
Recommend to go with only they have event management requirements
Pros
- Helps Innovate
- Continually Improving Product
- Unique Features
- Efficient Service
Please tell us why you think this review should be flagged.
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