Subscriptions for IT Operations Management

  • Release version: Washingtondc
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Subscriptions for IT Operations Management

    The ServiceNow AI Platform® utilizes a licensing model for IT Operations Management (ITOM) products, which includes ITOM Visibility, Discovery, Health, Health Log Analytics, Optimization, and Cloud Accelerate. Licensing is based on subscription units assigned to Configuration Item (CI) categories, with billing linked to resource usage as defined in your customer contract.

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    Key Features

    • Individual and Bundle Subscriptions: Customers can purchase ITOM products separately or as part of a bundle, allowing flexibility in managing subscription units.
    • ITOM Visibility: Offers a comprehensive view of IT networks through Discovery, Service Mapping, and other tools, enhancing management and security of resources.
    • ITOM Discovery: An entry-level package focused on building a data platform by discovering applications and devices, supporting the CMDB updates.
    • ITOM Health: Includes Event Management and Metric Intelligence for monitoring service health, reporting CI counts alongside alerts and events.
    • Health Log Analytics: Requires an ITOM Health subscription, focusing on log data from licensable resources.
    • ITOM Cloud Accelerate: Features workflow applications for cloud governance and migration, allowing updates to CI tags in cloud environments.
    • ITOM Optimization: Automates cloud resource management, promoting compliance and cost visibility.
    • Service Observability: Centralizes performance data from monitoring tools, aiding in root cause analysis and reducing resolution times.

    Key Outcomes

    By leveraging these subscriptions, customers can achieve better visibility and control over their IT operations, ensuring efficient resource management, enhanced service health monitoring, and streamlined cloud management. The flexible subscription model helps organizations tailor their ITOM solutions to meet specific operational needs and optimize licensing costs.

    The ServiceNow AI Platform® uses a licensing method where your organization is billed for using the following IT Operations Management products: ServiceNow® ITOM Visibility, ServiceNow® ITOM Discovery, ServiceNow® ITOM AIOps, ServiceNow® Health Log Analytics, ServiceNow® ITOM Optimization, and ServiceNow® ITOM Cloud Accelerate.

    For licensing purposes, licensable resources are assigned to CI categories. License usage is measured using subscription units, which may cover a different number of resources, depending on the resource CI category. The customer contract for your organization determines the CI categories from the available options, and also the ratios of CI allocation for subscription units in each CI category. Information from the customer contract is synchronized with the ServiceNow platform. The latest version of ServiceNow® ITOM/OT SU Licensing supports the following CI categories:
    • Containers
    • PaaS
    • FaaS
    • Servers
    • Unresolved Monitored Object
    • Unclassed category
    • End User Devices
    • Networking Devices
    • IoT
    • Customer Prem Devices

    You have the option to buy subscriptions for individual ITOM products separately (a la carte) or as part of a bundle with multiple products. You can also purchase both—a bundle subscription that covers most required applications and an a la carte subscription for applications that consume more subscription units. For more information, see ITOM/OT SU Licensing subscription types.

    ServiceNow® charges for the following IT Operations Management products:
    ITOM Visibility
    The ServiceNow® ITOM Visibility product consists of ServiceNow® Discovery, ServiceNow® Service Mapping, Certificate Inventory and Management, Service Graph Connectors, CMDB 360, and Firewall Audits and Reporting. Discovery and Service Mapping give you a unified, connected view of your entire IT network and the services that it supports.
    In addition, Service Graph Connectors populate the CMDB by bringing in data from third-party monitoring and management systems. CMDB 360 enables you to track how the CMDB contains various discovery sources at the CI attribute level. Use Certificate Inventory and Management to avoid service outages due to expired TLS certificates. Firewall Audits and Reporting helps you to discover and manage your firewall security policies to heighten the security awareness for firewall audits.
    For licensing purposes, ITOM Visibility provides the CI count it discovers, both during horizontal and top-down discovery. It also reports CIs that the Service Graph Connectors populate the CMDB with.
    You can also use limited Tag Governance functionality under the ITOM Visibility subscription. You can identify on-premises resources that are inconsistent and don't comply with the tag policies of your organization.
    ITOM Discovery
    ServiceNow® ITOM Discovery is an entry-level package alternative where customers can build a healthy data platform. This package measures licensed usage of the Discovery feature and Service Graph Connectors. Discovery is a "subset" of ITOM Visibility that is also based on subscription units. ITOM Discovery includes the following basic features: ServiceNow® Discovery, Service Graph Connectors, and CMDB 360. ServiceNow® Discovery finds applications and devices on your network, and then updates the CMDB. Service Graph Connectors supplement the population of the CMDB, while CMDB 360 retains the complete history of discovery sources and proposed values.
    ITOM Discovery provides the count of CIs found by ServiceNow® Discovery and brought in by Service Graph Connectors.
    ITOM AIOps
    The ServiceNow® ITOM AIOps product includes the ServiceNow® Event Management and ServiceNow® Metric Intelligence applications, which help you track and maintain the health of services in your organization.
    ITOM AIOps reports the number of CIs, where it captures alerts, events, and metric data. ITOM AIOps reports the CI count for all CI categories.
    Health Log Analytics
    Health Log Analytics CI count is based on log data received from licensable resource types. The consumption is reflected in ITOM AIOps as well as in Health Log Analytics. For that reason, you need the ITOM AIOps subscription in addition to the Health Log Analytics subscription.
    ITOM Cloud Accelerate

    The ITOM Cloud Accelerate product consists of the following workflow applications: Tag Governance, Cloud Migration Assessment, Cloud Configuration Governance, and Cloud Action Library. In Tag Governance, you can update CI tags in the cloud environment, in addition to updating them in the CMDB.

    For licensing purposes, the ITOM Cloud Accelerate license provides the CI count for CIs managed and monitored by Cloud Migration Assessment, Cloud Configuration Governance, or Cloud Action Library. If different ITOM Cloud Accelerate features report the same CIs as their resources, the CI count is manipulated to remove the duplication.

    ITOM Optimization
    The ServiceNow® ITOM Optimization application provides automation for the cloud workflows used to manage the cloud resources throughout their life cycle. It enables certified and enterprise-compliant cloud deployment, cost visibility, and other cloud management processes.
    Service Observability

    The ITOM Service Observability feature creates actionable dashboards and observability tabs that centralize data from existing third-party monitoring tools. It allows you to track the performance of business-critical services, enables faster root cause analysis, and reduces mean time to resolution (MTTR). Application and platform telemetry insights from multiple observability tools are combined into a centralized workflow.