IT Operations Management

Release version: Washingtondc

Updated February 1, 2024

3 minutes to read

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Summary of IT Operations Management

ServiceNow® IT Operations Management (ITOM) provides enhanced visibility into infrastructure and services, aiming to prevent service outages and improve operational agility. This solution accelerates cloud strategies, optimizes resources, and automates processes to enhance governance and approval workflows.

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Key Features

Infrastructure and Service Visibility: Offers a centralized view of infrastructure and service quality, helping to streamline change processes and reduce risks.
Issue Resolution: Utilizes AIOps to efficiently identify and resolve service issues, enhancing the speed of incident response.
End-to-End Discovery and Service Mapping: Maintains an accurate Configuration Management Database (CMDB) for reliable service and infrastructure records.
Cloud Lifecycle Management: Manages cloud resources from discovery to deprovisioning, ensuring effective governance throughout the lifecycle.
Advanced Analytics: Employs machine learning to correlate events and adapt to changes in cloud environments, improving alert management.

Key Outcomes

By implementing ITOM, organizations can expect improved service quality, reduced mean time to repair (MTTR), and optimized infrastructure spending. The solution not only minimizes compliance issues but also empowers IT staff to focus on strategic tasks, ultimately leading to a more agile and cost-effective operation.

Next Steps

Engage with an implementation specialist to align ITOM capabilities with your business objectives. Explore training opportunities at ServiceNow University to enhance your understanding and usage of ITOM features.

Get better visibility into your infrastructure and services, prevent service outages, and expand your organization's operational agility with ServiceNow® IT Operations Management.

See more and do more with IT Operations Management

Accelerate your cloud strategy with IT Operations Management. Improve your organization's cloud utilization, drive down costs, automate requests, and aid in approvals and governance of the infrastructure that supports native cloud environments.

View and download the full infocard for a highlight of IT Operations Management features.


	Get visibility into your infrastructure and services Take charge of your infrastructure and services from one source. Improve service quality, strengthen change processes, reduce risk, optimize your infrastructure spend, and minimize software compliance issues.
	Avoid and solve service issues effectively Free up your IT staff from time-consuming, error-prone tasks and drive down service outages with AIOps. Accelerate issue resolution with relevant and contextual change, problem, and incident data.

Get visibility into your infrastructure and services

Instantly see the service impact of your infrastructure issues and changes, simplify root-cause analysis, and reduce mean time to repair (MTTR). End-to-end discovery and service mapping gives you an accurate, up-to-date CMDB view of your IT infrastructure and services. The resulting complete and reliable record is used by other ServiceNow applications, such as ITOM AIOps, ITOM Optimization, and Software Asset Management. In this way, you can improve service quality, strengthen change processes, reduce risk, optimize infrastructure spend, and minimize software compliance issues. For more information, see ITOM Visibility.

Avoid and solve service issues effectively

ITOM AIOps uses the power of AIOps to turn events into actionable alerts. Pinpoint service issues and rapidly identify and remediate the root cause. Unlike legacy event management systems, which are static and rule based, ITOM AIOps applies machine learning and advanced analytics to correlate events, adapting automatically to rapidly evolving virtualized and cloud environments. For more information, see ITOM Health.

Accelerate cloud strategy and reduce costs

Consistent cloud operating model on a single platform

ITOM Optimization enables you to manage the life-cycle of your cloud resources, from discovery to provisioning new resources, handling day-to-day changes and maintenance, until deprovisioning. All of these features are built on ServiceNow governed workflows, offering capabilities such as change, audit, security, and approval.

Whether it is cloud migration assessment or a cloud resource configuration check, ITOM Governance offers workflows to enable the process, while also enabling you to remediate cloud tags and invalid configurations. Combining the strengths of agile and innovative capabilities in the Cloud with ITOM and the well-established ServiceNow framework ensures a successful transition.