ServiceNow ITOM enables organisations to gain visibility across infrastructure and apps, maintain service health and optimise cloud delivery and spend.
ITOM Overview Getting Started
Product IT Operations Management (ITOM) Stop chasing outages and incidents. Modernise your operations with AIOps that provides insight into what's happening across complex IT estates and acts autonomously to pinpoint and help you resolve issues quickly.  Watch Demos Read Brief
The world works with ServiceNow™
How does ITOM work? ITOM federates signals from systems, services and applications for service mapping and finds unknown issues to avoid incidents. It integrates natively with ITSM to deliver resilient digital operations.  Read Ebook
Benefits of ITOM Drive service-aware ops Automatically build dynamic service maps with the Common Services Data Model (CSDM) embedded. Provide business context across hybrid and cloud environments in a unified service graph.  Video CTA Learn More Resolve issues faster Automate processes from start to finish — collapsing hours of approvals, steps and requests into a few clicks. No swivelling, no hand offs. Video CTA Watch Video (2:19) Automate remediation Reduce manual effort and accelerate recovery with automated workflows and policy-driven responses to repetitive incidents and system alerts. Video CTA Read Article Transform with a single platform The ServiceNow AI Platform unites AI agents, data and workflows on one enterprise-grade platform built for scale, trust and efficiency. Video CTA Explore Platform
Use cases for ITOM Service Health Tracking
Proactively track service health Collect, aggregate and correlate signals across your landscape. Augment with system change data to get an elevated view of service health and IT systems. Reduce Event Noise Detect Anomalies
Related links IT Service Management Autonomous Service Operations
Dynamic Discovery
Simplify discovery of IT resources Automatically discover and map your end-to-end service dependencies in real time. Enable faster root-cause analysis, prioritisation and impact assessment from first- and third-party discovery data. Learn About Discovery Map Services
Related links TLS Certificate Management Service Graph Connectors Agent Client Collector
Event Intelligence
Find issues before they affect users Correlate and de-duplicate alerts across disparate monitoring tools, and use AIOps to reduce noise, create and prioritise incidents and accelerate resolution. Event Intelligence Find Anomalies
Related links Metric Intelligence Synthetic Monitoring
Agentic AI Remediation
Streamline remediation with AI Reduce repeat incidents by identifying root cause patterns and accelerating remediation through AI agents that trigger and run orchestrated workflows automatically. Explore Agentic Workflows Find Automation Playbooks
Related links ServiceNow AI Agents IT Service Management
Service Availability
Improve service availability Bridge IT and business with a full-stack view of service health, centralising data from monitoring and observability, cloud providers and AI agents. Discover Service Observability Enforce Cloud Governance
Related links IT Service Management Autonomous IT
Change Impact Analysis
Prevent self-inflicted incidents Schedule service changes with confidence. ITOM helps you see the downstream impact of a planned update so one change doesn't inadvertently take down another service. Explore Autonomous IT Discover Service Observability
Related links IT Service Management Service Mapping
OUR CUSTOMERS Industry leaders rely on ServiceNow to make work better See All Stories 92% improvement in MTTR Video CTA Find Out How 100% uninterrupted operations in stores Video CTA See Case Study
 

 

 40% reduction in major incidents Video CTA Learn More
Third-party software integrations Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps and data. See All Integrations
Resources for you See All Resources ANALYST REPORT IDC MarketScape: Worldwide AIOps 2026 Find out why ServiceNow was named a leader
in the IDC MarketScape worldwide AIOps 2026 vendor assessment. Video CTA Get Report EBOOK Next Steps with GenAI for IT Service Operations and App Development Video CTA Read Ebook WEbINaR Three Ways to Expand Technology Services and Still Cut Costs Video CTA Get eBook EBOOK Get inspired by 10 cutting-edge employee portals Video CTA Explore Now
ServiceNow Impact® Get the support and expertise you need to realise value fast. Achieve success your way with a success plan tailored to you. Learn about Impact
Frequently asked questions Expand All Collapse All What is ServiceNow ITOM and what does it do?
ITOM helps organisations manage and optimise their IT infrastructure by automating operations, improving visibility and enhancing service reliability.
How does ITOM improve CMDB accuracy and reliability?
ITOM keeps the CMDB accurate by mapping infrastructure, while service mapping links components to build dynamic service maps for impact and root-cause analysis.
What is event management and how does it reduce alert noise?
Using AI and machine learning, ServiceNow Event Management aggregates and correlates events from a variety of monitoring tools, suppresses duplicates and highlights actionable alerts to streamline incident response.
Why are service operations important to CIOs?
Service operations help prevent IT from continually fighting fires. Autonomous Service Operations unifies IT service and operations workflows to enable proactive issue resolution, improved service reliability and enhanced customer experiences through automation and AIOps.
Why do I need ITOM if I have existing discovery tools?
ServiceNow ITOM provides continuous, service-aware context across hybrid environments. ServiceNow Service Graph Connectors unify fragmented data from specialised tools and cloud platforms into a single, governed system of action maintaining enterprise-wide reliability and risk management.
Talk to an expert Connect with our product experts to arrange a custom demo. See how ITOM can work in your environment. Contact Us
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