IT Operations Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 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. It enables your organization to prevent service outages, improve operational agility, optimize infrastructure spending, and enhance service quality. ITOM consolidates infrastructure data and service impact insights into a single source, empowering you to strengthen change processes, reduce risks, and minimize software compliance issues.

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    Key Features

    • Infrastructure and Service Visibility: Utilize end-to-end discovery and service mapping to maintain an accurate and up-to-date Configuration Management Database (CMDB). This reliable record supports other ServiceNow applications, ensuring informed decision-making and operational efficiency.
    • AI-Driven Issue Prevention and Resolution: ITOM AIOps applies machine learning and advanced analytics to transform events into actionable alerts, enabling rapid root-cause identification and remediation. This dynamic approach surpasses traditional, static event management by adapting to evolving cloud and virtual environments.
    • Cloud Strategy Acceleration: ITOM Cloud Accelerate helps optimize cloud utilization, reduce costs, automate infrastructure requests, and support governance for native cloud environments, facilitating a faster and more cost-effective cloud adoption.
    • Comprehensive ITOM Product Suite: Licensing covers a range of products including ITOM Visibility, Discovery, AIOps, Health Log Analytics, Optimization, Cloud Accelerate, Service Reliability Management, SLO Management, Service Observability, and Synthetic Monitoring.

    Practical Benefits for ServiceNow Customers

    • Gain a unified and accurate view of your IT assets and service relationships to improve service quality and reduce downtime.
    • Leverage AI and machine learning to proactively detect and resolve infrastructure and service issues, minimizing manual effort and outages.
    • Optimize cloud infrastructure usage and costs while automating governance and approval workflows.
    • Integrate ITOM data with other ServiceNow applications to enhance overall IT service management and operational efficiency.
    • Access specialized training and implementation support through ServiceNow University and the Customer Success Center to maximize value and achieve targeted business outcomes.

    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

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

    Gain visibility

    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.
    Diagnose service 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

    Visibility into discovered resources

    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

    Events prioritized on the dashboard

    ITOM AIOps uses AI 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

    Accelerate your cloud strategy with ITOM Cloud Accelerate. 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.

    IT Operations Management products licensing

    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, ServiceNow® ITOM Cloud Accelerate, ServiceNow® Service Reliability Management, ServiceNow®SLO Management, ServiceNow® Service Observability, and ServiceNow® synthetic monitoring.

    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.

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