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) empowers organizations to gain comprehensive visibility into their IT infrastructure and services, enabling improved service quality, risk reduction, and operational agility. It helps prevent service outages, streamline change processes, and optimize infrastructure costs while minimizing software compliance issues.

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    Key Features

    • ITOM Visibility: Provides end-to-end discovery and service mapping, maintaining an accurate and up-to-date Configuration Management Database (CMDB) that serves as a trusted record for IT infrastructure and services. This visibility supports other ServiceNow applications such as 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 rule-based systems, it adapts dynamically to evolving virtualized and cloud environments.
    • ITOM Cloud Accelerate: Facilitates cloud strategy acceleration by enhancing cloud utilization, reducing costs, automating requests, and supporting infrastructure governance and approvals tailored for native cloud environments.

    Licensing and Subscriptions

    ITOM products use the ServiceNow AI Platform® licensing model, billing organizations based on product usage. Products include ITOM Visibility, Discovery, AIOps, Health Log Analytics, Optimization, Cloud Accelerate, Service Reliability Management, SLO Management, Service Observability, and Synthetic Monitoring. Details on pricing and packaging are managed through your organization's contract.

    Getting Started

    ServiceNow recommends collaborating with an implementation specialist to align ITOM capabilities with your business outcomes. Training resources are available through ServiceNow University to support effective adoption.

    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 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

    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.

    Get started

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