IT Operations Management

Release version: Zurich

Updated July 31, 2025

2 minutes to read

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Summary of IT Operations Management

ServiceNow® IT Operations Management (ITOM) enables organizations to enhance visibility into their infrastructure and services, mitigate service outages, and boost operational agility. By consolidating management within a single platform, ITOM facilitates improved service quality and optimized resource allocation.

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Key Features

Infrastructure Visibility: Gain a comprehensive view of your IT infrastructure and services through end-to-end discovery and service mapping, leading to a reliable CMDB.
AIOps Integration: Utilize AI-driven insights to transform events into actionable alerts, allowing for rapid identification and resolution of service issues.
Cloud Strategy Enhancement: Leverage ITOM Cloud Accelerate to optimize cloud utilization, automate requests, and streamline governance.
Licensing Model: ServiceNow utilizes a subscription-based licensing model for various ITOM products, including ITOM Visibility, AIOps, and Cloud Accelerate.

Key Outcomes

With IT Operations Management, organizations can expect to:

Reduce mean time to repair (MTTR) by simplifying root-cause analysis.
Free IT staff from repetitive tasks, minimizing service outages.
Optimize infrastructure spending and maintain software compliance.

To maximize the benefits, work with an implementation specialist and explore training options at the ServiceNow University.

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.


	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.
	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

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

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.