--- sourceDocument: Australia IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # ITOM Visibility # ITOM Visibility {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ITOM Visibility ServiceNow® ITOM Visibility is a comprehensive product suite that enables enterprises and cloud service providers to discover and map their IT infrastructure and services. It includes Discovery, Service Mapping, Firewall Audits, Certificate Inventory, Cryptographic Asset Compliance, AI Agent Topology Mapping, and other applications that provide a unified view of IT resources. The solution integrates with the Service Graph Connectors and CMDB 360 to feed accurate data into the Configuration Management Database (CMDB), which is essential for managing IT services effectively. Show full answer Show less ## Key Features * **Discovery:** Automatically identifies IT assets such as servers, software, network devices, cloud resources, and TLS certificates using horizontal discovery methods. * **Service Mapping:** Creates top-down application service maps showing dependencies and connections between infrastructure components, highlighting issues and their impact on services. * **Probes, Sensors, and Patterns:** Uses scripts and discovery patterns to collect and process data, enabling detailed and dynamic mapping of IT infrastructure. * **Integration with Other ITOM Products:** Supports ITOM AIOps for proactive service health monitoring, ITOM Optimization for cloud cost and infrastructure management, Software Asset Management for license tracking, and Security Operations for risk prioritization. * **Licensing:** ITOM Visibility is subscription-based and requires activation of Discovery and Service Mapping plugins; licensing details depend on customer contracts. ## Benefits for ServiceNow Customers * **Accurate CMDB Data:** ITOM Visibility ensures your CMDB is current and complete, providing a reliable foundation for IT service management and operational decision-making. * **Improved Service Health and Risk Management:** Service maps and integrated alerts help identify and resolve infrastructure issues quickly, minimizing service outages and security risks. * **Cost Optimization:** Cloud Insights and ITOM Optimization tools help analyze cloud usage and costs to optimize spending and resource provisioning. * **Cross-Product Synergy:** Data from ITOM Visibility enhances other ServiceNow products like ITOM AIOps, Software Asset Management, Customer Service Management, and Strategic Portfolio Management for holistic IT and business insights. * **Operational Efficiency:** Automated discovery and mapping reduce manual effort and increase visibility, enabling faster troubleshooting and better service delivery. ## Getting Started To deploy ITOM Visibility, activate the Discovery and Service Mapping plugins, which require appropriate subscriptions. Install the latest ITOM Visibility applications from the ServiceNow Store, define user roles, and configure credentials to allow secure access to network devices and applications. This setup is critical for effective top-down discovery and accurate service mapping. The ServiceNow® ITOM Visibility product consists of ServiceNow® [Discovery](https://www.servicenow.com/docs/apkxXss6z1oF4qPT5Bq0Vw "ServiceNow Discovery is an automated process that continuously scans and identifies all the components within the IT infrastructure. It plays a crucial role in maintaining an accurate and up-to-date CMDB 360 with the information it finds."), [Firewall Audits and Reporting](https://www.servicenow.com/docs/6zyQlKy77gqBIyDYV5JmbQ "Use the Firewall Audits and Reporting application to explore and create an inventory of your firewall security policies, devices, device groups, and manager information. Additionally, you can initiate requests for new firewall rules through the Service Catalog application and conduct audits of firewall security policies within specified time frames."), [Certificate Inventory and Management](https://www.servicenow.com/docs/spvuK_B_Qgig4Tb2NhVESA "With Certificate Inventory and Management, you can discover, conduct an inventory, and proactively manage all TLS certificates. Certificate Inventory and Management supports IPv6, providing comprehensive coverage for your certificate management needs."), [Service Mapping](https://www.servicenow.com/docs/r17v~ek6oACai0yF6IEmdQ "The ServiceNow Service Mapping application discovers all application services in your organization and builds a comprehensive map of all devices, applications, and configuration profiles used in these application services."), [Cryptographic Asset Compliance](https://www.servicenow.com/docs/xdo07NBqxVUpfwTIbqBJNw "ServiceNow Cryptographic Asset Compliance helps you inventory, assess, and manage cryptographic assets across cloud and on-premises environments to support post-quantum cryptography (PQC) readiness and help maintain security compliance."), [AI Agent Topology Mapping](https://www.servicenow.com/docs/1DTxWrvsgQy9rjzIrfd4qg "With AI Agent Topology Mapping, you can use patterns to identify AI infrastructure components across cloud platforms in your organization. Discover your AI agents, models, and prompts, and get centralized CMDB visibility to track security compliance and vulnerabilities across your AI deployments."), [ITOM Content Service](https://www.servicenow.com/docs/0UE2xgIyFniG7k8I5b1QPg "ServiceNow ITOM Content Service offers extensive visibility of products in your infrastructure. The classification of processes identified by Predictive Intelligence enables wider discovery and weekly updates of new configuration items in the CMDB. Use the Discovery Admin Workspace to review and manage ITOM Content Service suggestions."), [Tag Governance](https://www.servicenow.com/docs/2DeFNMedWw8TsSthuL9iCA "Effective tag management improves reporting and overall operations management efficiency. Use the ServiceNow Tag Governance app to identify and remediate on-premises or cloud resources that are inconsistent and don't comply with the tag policies of your organization."), [Cloud Discovery Workspace](https://www.servicenow.com/docs/IU_PixGqYyvj5VOplfruAQ "Cloud Discovery Workspace offers a comprehensive solution to manage the cloud operations of your organization."), and [Cloud License Estimator](https://www.servicenow.com/docs/Bx09ZwXK9i3t4iGJnty4Sw "Cloud License Estimator enables you to get the estimated resource count for all the cloud resources that are eligible for licensing.") applications. Discovery and Service Mapping give you a unified, connected view of your entire IT network and the services that it supports. The [Service Graph Connectors](https://www.servicenow.com/docs/access?context=cmdb-sgc-available&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) and [CMDB 360](https://www.servicenow.com/docs/access?context=multisource-cmdb&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) applications provide data to ITOM Visibility. ## Who uses ITOM Visibility ITOM Visibility enables the IT departments of enterprises and cloud companies providing platform as a service to discover their IT resources. ServiceNow® Configuration Management Database (CMDB) is not just an operational tool, it is a strategic necessity in today's IT landscape. Maintaining an accurate and complete CMDB provides the foundation for maintaining critical services and drives multiple outcomes important to IT departments. Data collected by ITOM Visibility provides a foundation for operation of the following business units and products of ServiceNow AI Platform: [ITOM AIOps](https://www.servicenow.com/docs/sfcP9WUbiixqUaS~MGbIfg "ITOM AIOps enables IT operations teams, site reliability engineers, and DevOps professionals to proactively monitor, analyze, and optimize the health and performance of their IT infrastructure and services.") : Use ITOM AIOps to track and maintain the health of services in your organization. ITOM AIOps gathers alerts from infrastructure events captured by third-party monitoring tools. It then uses IT-related information gathered by Discovery to map alerts to configuration items. Based on the collected information, ITOM AIOps provides dashboards showing a consolidated view of all service-impact events. You can also use ITOM AIOps to proactively analyze your IT infrastructure to spot issues and prevent service outages. Using advanced machine learning to analyze information about your IT infrastructure, the application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages. [ITOM Optimization](https://www.servicenow.com/docs/4qDFsznupC8wQaCYKg4CMw "The IT Operations Management (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.") : ITOM Optimization gives you tools to provision private and public cloud infrastructure and services and to achieve consistent management and cost visibility. The [Cloud Insights](https://www.servicenow.com/docs/access?context=cloud-insights-landing-page&version=australia&pubname=australia-it-asset-management&ft:locale=en-US) application, available in the ServiceNow Store, helps you to analyze the full range of costs associated with cloud assets so you can identify and take action on opportunities to save money and optimize operations. [Software Asset Management](https://www.servicenow.com/docs/access?context=c_SoftwareAssetMgmt&version=australia&pubname=australia-it-asset-management&ft:locale=en-US) : Understand the software running in your IT environment. Software Asset Management works together with the CMDB powered up by ITOM Visibility. Use Software Asset Management to track configurations that impact software license consumption across your IT environments and datacenter. [Customer Service Management](https://www.servicenow.com/docs/access?context=c_CustomerServiceManagement&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) : Efficiently diagnose and resolve issues related to the IT infrastructure by using near real-time data supplied by ITOM Visibility. [IT Service Management](https://www.servicenow.com/docs/access?context=r_ITServiceManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US) : Rely on the IT infrastructure discovered by ITOM Visibility to manage and deliver services to your users. See changes and incidents created and managed by IT Service Management applications in ITOM Visibility service maps. [Strategic Portfolio Management](https://www.servicenow.com/docs/access?context=r_ITBusinessManagement&version=australia&pubname=australia-it-business-management&ft:locale=en-US) : Use data collected by ITOM Visibility to gain a comprehensive understanding of the applications used in your organization. [Security Operations](https://www.servicenow.com/docs/access?context=security-operations-landing-page&version=australia&pubname=australia-security-management&ft:locale=en-US) : View security incidents in the context of ITOM Visibility to find out which application services are at risk. Use this information to prioritize and resolve threats based on the impact they pose to your organization. ## How you use ITOM Visibility {#itom-visibility-landing-page__section_grz_vlb_4kb} The Discovery feature offers a replicable and reliable method of identifying the enterprise IT infrastructure. Discovery can find computers, servers, software, printers, routers, and switches. It can also find IP-enabled devices and applications that run on them, resources from various cloud providers, and TLS certificates. This method is referred to as horizontal discovery. Connections between the devices and applications are not included in horizontal discovery. The Service Mapping feature maps dependencies, based on a connection between devices and applications. This method is referred to as top-down mapping. The top-down mapping helps you immediately see the impact of a problematic object on the rest of the application service operation. Application service maps show infrastructure objects and connections between them. Service Mapping regenerates application service maps regularly, to keep them updated and relevant. Any faulty objects are shown along with the devices and applications they affect, providing a visual clue of the state of the application service. Figure 1. Comparison of horizontal discovery and top-down mapping results ## How ITOM Visibility works {#itom-visibility-landing-page__section_gqf_wlb_4kb} Discovery can use scripts to collect and process data on a host and then update the CMDB. Scripts that explore or investigate CIs on your network are called probes. Sensors are the scripts that parse the data returned from the probes. In addition, Discovery uses discovery patterns. A pattern is a sequence of operations whose purpose is to detect attributes of devices and applications and, when used by Service Mapping, their outbound connections. Service Mapping can deploy different methods for creating application services. Discovery patterns are the main method used by Service Mapping. However, you can also map application services using tags, and traffic connections between devices and applications. For more information, see [Choose the right method for mapping application services](https://www.servicenow.com/docs/uppJX~ygOjGNmUJMz0JQ4w "Service Mapping deploys different methods for collecting information about configuration items (CIs) and organizing them into application services. The available mapping methods are: pattern-based, tag-based, traffic-based, and discovery based on Predictive Intelligence. Learn about the mapping methods to use the ones that best suit the needs of your organization."). ## ITOM Visibility licensing {#itom-visibility-landing-page__section_bs4_x3n_hcc} The ServiceNow AI Platform® uses a licensing method where your organization is billed for using ITOM Visibility applications. Licensing options can vary based on your organization's agreement. The ServiceNow Product Documentation doesn't provide information on prices, packaging, or other details determined by your organization customer contract. For general information about licensing and subscriptions, see [ITOM/OT SU Licensing and subscriptions](https://www.servicenow.com/docs/~Z7LnVmSExjjY8rK1smWgw "ServiceNow IT Operations Management (ITOM) licensing calculates and displays the usage of ITOM subscriptions based on subscription units."). ## What to know before you begin {#itom-visibility-landing-page__section_nzk_wlb_4kb} ITOM Visibility is available with activation of the Discovery (com.snc.discovery) plugin and the Service Mapping (com.snc.service-mapping) plugin, which require an ITOM Visibility subscription. For details, see [Request Discovery](https://www.servicenow.com/docs/Nbw5A3Ssi~M_m067KmBI6g "Request and activate the Discovery (com.snc.discovery) plugin to enable Discovery capabilities on your instance.") and [Request Service Mapping](https://www.servicenow.com/docs/e2r0OMWT3F_kqeVUV2IOdw "Service Mapping is available under the ITOM Visibility subscription and requires activation by ServiceNow personnel."). For full ITOM Visibility functionality, install the latest ITOM Visibility applications from the ServiceNow Store. Define users and configure credentials to enable ITOM Visibility access to applications and devices inside your organization network. For details, see [Prerequisites for performing top-down discovery using Service Mapping](https://www.servicenow.com/docs/h4fn9YpG94ZqU2NCvYeKEQ "Learn about credentials, users, and user permissions you must configure to let Service Mapping access and discover applications inside your organization private network.").