ServiceNow named a leader in Omdia Universe AIOps report

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  • Trends and Research
  • AI and Automation
  • 2021
  • Matt Gowarty
July 08, 2021

ServiceNow was named a leader in the Omdia Universe: Selecting an AIOps Solution, 2021-22.

High-profile analyst firm Omdia completed its vendor-landscape Universe study, Selecting an AIOps Solution, and we’re excited to announce ServiceNow was named a Leader in the AIOps space.

Omdia focused on real-world usage of AIOps rather than exclusively on technology for technology’s sake. According to the AIOps Universe report, “AI for IT operations (AIOps) is one area where the application of technology, if not matched with organizational maturity and readiness, will fail to deliver all promised benefits.

“When selecting a new technology, understanding its technical capabilities is key, but discovering customer experiences of putting that technology to use is equally important. Omdia argues that only by ensuring that technology, people, and processes are aligned can an organization see any new technology become transformative and deliver real business value.”

We agree with the overall approach as history has shown that organizations that prioritize defined goals and outcomes before deployment are much more successful than teams that try to figure it out after the fact.

ServiceNow is an AIOps leader.


A leader in capabilities and customer experience

ServiceNow® ITOM Predictive AIOps tied for the highest overall total capabilities scores in Omdia’s AIOps analysis. While it’s fantastic to lead in total capabilities, we’re just as excited to see how ServiceNow customer experience scores led in the analysis. This highlights our focus on:

  • Providing customers the most data-driven insights
  • Helping customers take action within a single system to predict issues, help prevent impact to users, and automate resolution


5 key takeaways from the report

  1. ServiceNow should appear on your short list if you’re looking for a business-focused approach to transforming how IT is managed.

  2. In 2020, ServiceNow acquired Israel-based Loom Systems, an AIOps vendor. Combining Loom Systems with ServiceNow’s existing capabilities moved ServiceNow from a domain-specific AIOps vendor to a more holistic AIOps solution provider.

  3. ServiceNow’s solution breadth scored 96%, which shows how our offering covers all the core capabilities/categories Omdia expects an AIOps solution to deliver.

  4. ServiceNow’s strengths in ITSM and ITOM—and the fact that they’re built on a single common platform—enables our AIOps solution to gather and correlate all the traditional data sources needed for performance monitoring. Omdia liked how ServiceNow was able to use connectors to application performance monitoring (APM) solutions from third-party vendors such as Dynatrace, AppDynamics, and New Relic to import the application topology.

  5. ServiceNow is in a much better position than many of our competitors when it comes to addressing both the core IT operational efficiency needs of CIOs and the line-of-business innovation and agility needs of the C-suite.


Getting started with AIOps

Download the Omdia Universe Selecting an AIOps Solution, 2021-22 report. As you read it, pay attention to the selection criteria and product capability scores. But also note Omdia’s considerations to leverage AIOps from a business perspective.

Organizations considering AIOps and evaluating vendors should concentrate less on a massive spreadsheet of side-by-side features and consider how the AIOps solution fits within their existing infrastructure. That’s how to leverage the true potential of AIOps for the overall organization.

If you’re new to AIOps, read our AIOps & Visibility for Dummies special edition. If you want to see how AIOps can help your organization, check out our ebook to Learn How AIOps Delivers High Performance Business Services 24/7.

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