Subscriptions for IT Operations Management

  • Release version: Xanadu
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Subscriptions for IT Operations Management

    The ServiceNow AI Platform® licenses IT Operations Management (ITOM) products using a subscription model based on licensable resources categorized into Configuration Item (CI) types. Each CI category corresponds to subscription units, which vary by resource type and usage. Your organization’s customer contract specifies which CI categories apply and their subscription allocation ratios. Subscription information is synchronized with the ServiceNow platform to track usage.

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    Customers can purchase ITOM subscriptions either individually (a la carte), bundled, or both, allowing flexibility to cover most needs while addressing specific application requirements.

    Key Features

    • CI Categories Supported: Includes Containers, PaaS, FaaS, Servers, Unresolved Monitored Objects, End User Devices, Networking Devices, IoT, and Customer Premises Devices.
    • ITOM Visibility: Comprises Discovery, Service Mapping, Certificate Inventory and Management, Service Graph Connectors, CMDB 360, and Firewall Audits and Reporting. It offers comprehensive network and service visibility, CMDB population from third-party sources, certificate lifecycle management, and firewall policy auditing. It also includes limited Tag Governance for on-premises resource compliance.
    • ITOM Discovery: A subset of ITOM Visibility focused on building a healthy data platform. Includes Discovery, Service Graph Connectors, and CMDB 360. It measures CIs discovered and imported to the CMDB.
    • ITOM Health: Includes Event Management and Metric Intelligence to monitor service health by capturing alerts, events, and metrics across all CI categories.
    • Health Log Analytics: Tracks log data consumption from licensable resources, requiring ITOM Health subscription alongside it.
    • ITOM Cloud Accelerate: Contains workflow applications for Tag Governance, Cloud Migration Assessment, Cloud Configuration Governance, and Cloud Action Library. It manages cloud CI tags and ensures CI counts avoid duplication across workflows.
    • ITOM Optimization: Provides cloud resource lifecycle automation, enabling compliant cloud deployments, cost visibility, and management workflows.
    • Service Observability: Centralizes telemetry data from multiple third-party tools into dashboards and workflows to improve performance tracking, root cause analysis, and reduce mean time to resolution.

    Key Outcomes

    • Accurate and flexible subscription licensing tied to specific resource categories simplifies cost management and compliance tracking.
    • Comprehensive visibility into IT infrastructure and services supports proactive management and security measures.
    • Integrated health monitoring and log analytics enhance service reliability and troubleshooting efficiency.
    • Cloud-specific management tools automate governance and optimize cloud resource usage and costs.
    • Unified observability improves operational insights, accelerates issue resolution, and supports business-critical service performance.

    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 Health, ServiceNow® Health Log Analytics, ServiceNow® ITOM Optimization, and ServiceNow® ITOM Cloud Accelerate.

    For licensing purposes, licensable resources are assigned to CI categories. License usage is measured using subscription units, which may cover a different number of resources, depending on the resource CI category. The customer contract for your organization determines the CI categories from the available options, and also the ratios of CI allocation for subscription units in each CI category. Information from the customer contract is synchronized with the ServiceNow platform. The latest version of ServiceNow® ITOM/OT SU Licensing supports the following CI categories:
    • Containers
    • PaaS
    • FaaS
    • Servers
    • Unresolved Monitored Object
    • Unclassed category
    • End User Devices
    • Networking Devices
    • IoT
    • Customer Prem Devices

    You have the option to buy subscriptions for individual ITOM products separately (a la carte) or as part of a bundle with multiple products. You can also purchase both—a bundle subscription that covers most required applications and an a la carte subscription for applications that consume more subscription units. For more information, see ITOM/OT SU Licensing subscription types.

    ServiceNow® charges for the following IT Operations Management products:
    ITOM Visibility
    The ServiceNow® ITOM Visibility product consists of ServiceNow® Discovery, ServiceNow® Service Mapping, Certificate Inventory and Management, Service Graph Connectors, CMDB 360, and Firewall Audits and Reporting. Discovery and Service Mapping give you a unified, connected view of your entire IT network and the services that it supports.
    In addition, Service Graph Connectors populate the CMDB by bringing in data from third-party monitoring and management systems. CMDB 360 enables you to track how the CMDB contains various discovery sources at the CI attribute level. Use Certificate Inventory and Management to avoid service outages due to expired TLS certificates. Firewall Audits and Reporting helps you to discover and manage your firewall security policies to heighten the security awareness for firewall audits.
    For licensing purposes, ITOM Visibility provides the CI count it discovers, both during horizontal and top-down discovery. It also reports CIs that the Service Graph Connectors populate the CMDB with.
    You can also use limited Tag Governance functionality under the ITOM Visibility subscription. You can identify on-premises resources that are inconsistent and don't comply with the tag policies of your organization.
    ITOM Discovery
    ServiceNow® ITOM Discovery is an entry-level package alternative where customers can build a healthy data platform. This package measures licensed usage of the Discovery feature and Service Graph Connectors. Discovery is a "subset" of ITOM Visibility that is also based on subscription units. ITOM Discovery includes the following basic features: ServiceNow® Discovery, Service Graph Connectors, and CMDB 360. ServiceNow® Discovery finds applications and devices on your network, and then updates the CMDB. Service Graph Connectors supplement the population of the CMDB, while CMDB 360 retains the complete history of discovery sources and proposed values.
    ITOM Discovery provides the count of CIs found by ServiceNow® Discovery and brought in by Service Graph Connectors.
    ITOM Health
    The ServiceNow® ITOM Health product includes the ServiceNow® Event Management and ServiceNow® Metric Intelligence applications, which help you track and maintain the health of services in your organization.
    ITOM Health reports the number of CIs, where it captures alerts, events, and metric data. ITOM Health reports the CI count for all CI categories.
    Health Log Analytics
    Health Log Analytics CI count is based on log data received from licensable resource types. The consumption is reflected in ITOM Health as well as in Health Log Analytics. For that reason, you need the ITOM Health subscription in addition to the Health Log Analytics subscription.
    ITOM Cloud Accelerate

    The ITOM Cloud Accelerate product consists of the following workflow applications: Tag Governance, Cloud Migration Assessment, Cloud Configuration Governance, and Cloud Action Library. In Tag Governance, you can update CI tags in the cloud environment, in addition to updating them in the CMDB.

    For licensing purposes, the ITOM Cloud Accelerate license provides the CI count for CIs managed and monitored by Cloud Migration Assessment, Cloud Configuration Governance, or Cloud Action Library. If different ITOM Cloud Accelerate features report the same CIs as their resources, the CI count is manipulated to remove the duplication.

    ITOM Optimization
    The ServiceNow® 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.
    Service Observability

    The ITOM Service Observability feature creates actionable dashboards and observability tabs that centralize data from existing third-party monitoring tools. It allows you to track the performance of business-critical services, enables faster root cause analysis, and reduces mean time to resolution (MTTR). Application and platform telemetry insights from multiple observability tools are combined into a centralized workflow.