Due to the rising importance of the internet in business, embracing systems that simplify IT management has become a vital part of organizations, thus, making it critical to have ServiceNow IT Operations Management visibility. IT departments have gained prominence over the last 10 years, showing no signs of stopping. Most innovative advancements in the IT field have been the growth of ServiceNow ITOM, also known as IT Operations Management. This kind of administration ensures that your business’ IT infrastructures, such as its servers and devices, keep running efficiently and that everything is backed up, and that’s just the start.

What Can ServiceNow IT Operations Management Offer You?

ServiceNow IT operations management (ITOM) is the administrative and calculated approach to building, planning, and operating digital services, technologies, components, and application requirements in organizations. ServiceNow IT Operations Management includes services, processes, and best practices for IT operations availability, efficiency, and performance.

Through ServiceNow ITOM, organizations decrease infrastructure expenditure, improve present resource utilization, and decrease risks due to human errors. ServiceNow ITOM describes an IT department’s specific processes and services, such as administrative processes, hardware and software support, and services for internal and external clients.

Effective IT Operation Management guarantees availability, performance, and efficiency within an organization’s services and processes. ServiceNow IT Operations Management describes the methods IT uses to manage services, support, and deployment to create consistency, quality of service (QoS), and dependability.

They are administrative departments within an IT team that makes policies on how services and support are managed and fixed, incorporating policies and measures that revolve around how establishments try to meet the client’s and the organization’s needs and SLAs.

ServiceNow IT Operations Management (ITOM)

  • Improves IT service consistency and reliability
  • Automates processes through AI and ML
  • Proactively identifies and resolves problems
  • Actual size IT resources in lockstep with real-time usage demands

ServiceNow IT Operations Management Functions

ServiceNow ITOM is accountable for all services, applications, and infrastructure, ensuring that all are stable and available.

Network infrastructure Management

Network infrastructure Includes the devices needed to provide external and internal communications for an organization, including setting up remote access networks, obtaining communication with external servers via firewalls, maintaining network security, and managing an internal telephony system.


ServiceNow IT Operations Management covers services and service issues from equipment such as servers, networking, and VMs. IT operations administrators are responsible for communicating information about incidents, managing data back-ups, implementing disaster recovery plans, and monitoring the provision of user profiles.

Server and Device Management

IT operation department administers servers, virtual machines, devices, and other endpoints while playing a key role in the daily management of hosted application servers. Server administration responsibilities may include patching, upgrading, and maintaining. The ServiceNow ITOM department is also responsible for IT assets like desktops, tablets, mobile devices, phones, and laptops.

ServiceNow IT Operations Management (ITOM) Benefits

Effective ServiceNow IT Operations Management provides a variety of benefits for organizations. This includes forecasting issues, minimizing user impact, automating resolutions, modern DevOps, and data connection.

Predict Issues

IT Operations Management ServiceNow systems help to collect and interpret data across the IT domain. Data includes cloud, IT infrastructure, logs, metrics, events, and container-based resources. Combined with machine learning, AI Ops reduces noise, identifies anomalies, and avoids time spent on false positives.


Minimize User Impact

ServiceNow IT Operations Management makes it possible to avoid specific issues before they occur, minimizing the impact on end users before they experience a problem. ServiceNow ITOM permits you to identify root causes faster and with enhanced accuracy by associating changes and incidents. You can collaborate across departments and start actions based on guided recommendations to eliminate outages and service degradations and empower staff members.

Automated Workflows Across Teams

ServiceNow IT Operations Management offers the opportunity to automate cross-team workflows to remove manual processes and handoffs, empowering your staff with powerful, actionable insights that can be effortlessly shared between departments. A learned knowledge base shortens recovery times, streamlining repetitive tasks when you have pre-built playbooks and low-code/no-code workflows.

Deliver DevOps

IT Operation Management works with centralized and decentralized departments. ServiceNow ITOM provides DevOps and SRE teams visibility into microservices, improving observability and incident response.

Connect Your Data

ServiceNow IT Operations Management goes beyond simple IT operations to achieve the entire digital lifecycle while extending your Configuration Management Database (CMDB) to create a more substantial data foundation.

Additional Benefits of ServiceNow IT Operations Management

Making Your Customer Happier

Improving an establishment’s networking and connectivity elements through proper Information Technology Operation Management will also ensure that the customer has a good experience. If the company is providing a tech-based service like SaaS, the consistency of your service plays a key role. ServiceNow ITOM allows you to manage your business’s capacity performance and availability without putting additional effort into doing so.

Cutting Out Downtime

IT Operations management also plays a vital role in reducing any downtime your organization may experience. If you aren’t available for your clients, then there’s a decent chance they’ll go elsewhere to find similar services. ServiceNow ITOM can ensure that your infrastructure is maintained correctly using tools like performance monitoring. The challenges you face can be much more manageable when you have the right tools to monitor the critical processes that keep the whole thing afloat.

Reducing Operational Costs

If you have an Information Technology Operation Management ready to manage the provisioning capacity of your business, you can also confirm that you’re using everything to its fullest capability. Why invest in different servers and cloud service providers when appropriate configuration management can maximize the amount you get from what you have? Of course, a certain proportion of your business’ effectiveness can always be expected to be lost to entropy. However, proper use of Information Technology operations management (ITOM) can help ensure that you decrease that entropy to negligible levels. This will have the clear goal of cutting down operating costs for your business.

Improve Employee Productivity

Implementing Information Technology operations management (ITOM) in your business ensures that you can maintain a well-organized helpdesk/service desk that can resolve your employees’ issues in no time. This will increase your company’s productivity and your employees’ independence, as they won’t entirely depend on your IT team to fix issues. This will enhance your business capabilities and ensure you can achieve good results.

Improve Disaster Recovery Efforts Using ServiceNow IT Operations Management

ServiceNow ITOM (IT operations management) can help you guarantee that your business is strong enough to survive any disaster that it might run into. In most cases, this arises in either a severe data breach or failures of servers and backups at the same time. Even though this possibility is rare, it helps to be ready for the worst case, especially when dealing with critical data that your organization may lose. ServiceNow IT operations management (ITOM) can help safeguard that everything is backed up according to a strict schedule.

Refocus Your IT Team’s Efforts

The enhanced asset management accompanying ServiceNow ITOM implementation can also increase the productivity level you get out of your employees, particularly the IT teams. This is typically done by enhancing the visibility of your business processes to continue functioning effortlessly. Monitoring and improving your service desk accessibility through automation will confirm that your IT team can perform creative projects. Think of it as a ship instead of having your IT team working around patching leaks, and they can further build up the ship while it’s ongoing.

Enhance Your Service Visibility with Effective IT Operations Management (ITOM)

ServiceNow ITOM Enterprise delivers a comprehensive and integrated set of ITOM capabilities that build seamlessly on your existing ServiceNow IT Service Management (ITSM) investment. It enhances service visibility of IT infrastructure across data centers, and cloud providers work together to deliver business services.

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About the Author

Pradip Sonawane

Pradip Sonawane

Software Engineer

Pradip is a Software Engineer in our ESM Service Line Department and has over 20 years of experience in ServiceNow IT Operations management and ServiceNow IT Security.

Certified Lead Implementer ISO 27001. Worked on IT Security, Data Center Setup and Critical Network Monitoring. Previously worked as a CISO (Chief Information Security Officer) for ISMS (Information Security Management System) in NPST.

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