top of page

IT Operation Management


What is ITOM?

IT Operations Management in ServiceNow is a suite of applications that

work together to automate operations management within your organization. 


Helping IT eliminate service outages and get to cloud faster through service visibility, health, and optimization.

Move IT operations from a reactive team to one that works intelligently for the business. Gain visibility across

infrastructure and apps, maintain service health, and optimize cloud delivery and spend.

Deliver high-performance business services with visibility and AIOps.



Get complete visibility into your on‑premises and cloud resources.


Service Mapping

Gain visibility into the IT infrastructure that makes up your business services.



Make this your own. Click here to add the content you want.


Operational Intelligence

Deliver business service health and detect, diagnose, and remediate issues with AIOPS.


Event Management

Reduce event floods from monitoring tools and gain insight into business service health.


Cloud Management

Minimize business risk and manage costs with self service delivery of cloud services.

What is Discovery?


Discovery finds computers, servers, printers, a variety of IP-enabled devices, and the applications that run on them. It can then update the CIs in your CMDB with the data it collects.

Get complete visibility into your on‑premises and cloud resources. Keep track of changes occurring within your on‑premises, cloud, and server less infrastructure in the Configuration Management Database (CMDB). Set a strong foundation with accurate data and relationship views for ITSM change management, Software Asset Management, Customer Service Management, Security Operations, and more.

There are two types of discovery:

Horizontal discovery

Horizontal discovery is a technique that Discovery uses to scan your network, find computers and devices, and then populate the CMDB with the CIs it finds. Horizontal discovery does create direct relationships between CIs, such as a runs on relationship between an application CI and the actual computer CI that it runs on. Horizontal discovery is not aware of business services and does not create relationships between CIs based on the business service they are in.

Top-down discovery

Top-down discovery is a technique that Service Mapping uses to find and maps CIs that are part of business services, such as an email service. For example, top-down discovery can map a website business service by showing the relationships between an Apache Tomcat web server service, a Windows server, and the MSSQL database that stores the data for the business service.

Typically, Service Mapping and Discovery work together to run horizontal discovery first to find CIs, and then top-down discovery to establish the relationships between business services that you need to know.


What is Service Mapping?


Service Mapping feature provides IT with visibility into the IT infrastructure that makes up services. It creates accurate service maps, using patterns, tag-based mapping, traffic-based discovery, and even data ingestion from existing tools. All this data resides in ServiceNow® Configuration Management Database (CMDB) to show the mix of applications, IT components, and cloud services that support a service and how they are related. It guides users through the process of mapping multiple services in parallel and refining service maps, delivering IT service visibility faster than manual approaches.

Service Mapping also automatically updates maps as changes occur across IT applications, infrastructure, and cloud services.


What is Event Management?


The ServiceNow® Event Management application helps you to identify health issues across the datacenter on a single management console. It provides alert aggregation and root cause analysis (RCA) for discovered services, application services, and automated alert groups.


Monitor the health of services and infrastructure using a single management console and respond appropriately to any issues that come up. Event Management provides intelligent event and alert analysis to ensure continuity of your services' performance.


Event Management architecture 



What is Cloud Management?


With the ServiceNow® Cloud Management application, you can use a single ServiceNow interface to access cloud resources, publish cloud offerings to a catalog, and manage the usage of those resources.

You can also manage the life cycles of those resources. Cloud Management is integrated with both private and public cloud management providers, including Amazon Web Services, Microsoft Azure, and VMware offerings.

bottom of page