IT Operations Management

Release version: Yokohama

Updated January 30, 2025

3 minutes to read

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Summary of IT Operations Management

ServiceNow IT Operations Management (ITOM) provides comprehensive visibility and control over your IT infrastructure and services, helping prevent outages, optimize resources, and improve operational agility. It centralizes infrastructure management, enhances service quality, strengthens change management, reduces risks, and helps maintain software compliance.

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Key Features

ITOM Visibility: Offers end-to-end discovery and service mapping to maintain an accurate, up-to-date Configuration Management Database (CMDB). This reliable data supports other ServiceNow applications like ITOM AIOps, ITOM Optimization, and Software Asset Management.
ITOM AIOps: Uses machine learning and advanced analytics to transform events into actionable alerts, enabling rapid root-cause identification and remediation. Unlike traditional static systems, it adapts dynamically to evolving virtualized and cloud environments.
ITOM Optimization: Manages the complete lifecycle of cloud resources, including discovery, provisioning, change management, maintenance, and deprovisioning, all governed by ServiceNow workflows. It supports cloud migration assessments, configuration checks, and governance processes like audits and approvals.
ITOM Cloud Accelerate: Helps accelerate cloud adoption by improving cloud utilization, reducing costs, automating request processes, and enforcing governance of cloud infrastructure.
Licensing: ITOM products are licensed based on usage of components like ITOM Visibility, Discovery, AIOps, Health Log Analytics, Optimization, and Cloud Accelerate. Detailed pricing is determined by individual customer contracts.

Benefits for ServiceNow Customers

Gain consolidated visibility of IT infrastructure and services from a single platform.
Reduce service outages and mean time to repair (MTTR) through proactive event management and AIOps-driven insights.
Optimize cloud resource usage and costs with lifecycle management and governance workflows.
Leverage accurate CMDB data to improve service quality and strengthen change management processes.
Automate and govern cloud operations to support a smooth cloud transition using ServiceNow’s robust framework.
Access expert implementation guidance and training resources to maximize ITOM value.

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

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	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

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.

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.