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IT Operations Management

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IT Operations Management

Welcome to IT Operations Management. The ServiceNow® IT Operations Management products help your organization enhance visibility into its infrastructure and services, prevent service outages, and maximize operational agility.

Depending on the needs of your organization, you can deploy the following IT Operations Management applications:
ITOM Visibility
ServiceNow® ITOM Visibility product consists of the ServiceNow® Discovery feature and the ServiceNow® Service Mapping feature, which together give you a unified, connected view of your entire IT network and the services it supports.
Discovery provides a replicable and reliable method to identify enterprise IT infrastructure. Service Mapping creates an accurate, service-aware view of infrastructure. Service Mapping continuously monitors IT resources for service-affecting changes and updates service maps in real time.
For more information about ITOM Visibility, see the ITOM Visibility release notes.
ITOM Health
ServiceNow® ITOM Health product includes the ServiceNow® Event Management feature and the ServiceNow® Operational Intelligence feature, which together help you to track and maintain the health of services.
Event Management captures alerts from infrastructure events captured by third-party monitoring tools. Event Management uses IT-related information gathered by Discovery to map alerts to configuration items. Event Management then provides dashboards showing a consolidated view of all service-impact events.
Use Operational Intelligence to proactively analyze IT infrastructure to spot issues and prevent service outages. Using advanced machine learning to analyze information about IT infrastructure, the application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages.
For more information about ITOM Health, see the ITOM Health release notes.
ITOM Optimization
The ServiceNow® ITOM Optimization product contains the ServiceNow® Cloud Management feature that gives you tools to provision private and public cloud infrastructure, and services and achieve consistent management and cost visibility.
In addition, there are two products that are deployed to support the core components of the IT Operations Management solutions:
  • The MID Server

    The ServiceNow MID Server facilitates communication and flow of data between the IT Operations Management applications and external applications, data sources, and services.

  • The Credentials and connection information module

    IT Operations Management applications use credentials to access devices and applications on the enterprise network or hosted in the cloud. The Credentials and connection information module provides a centralized way of configuring credentials for Discovery, Service Mapping, Cloud Management.

You can learn about IT Operations Management applications from this overview video:

Using guided setup to implement IT Operations Management applications

IT Operations Management Guided Setup provides a sequence of tasks that help you configure IT Operations Management applications on your ServiceNow instance. To open IT Operations Management guided setup, navigate to Guided Setup > ITOM Guided Setup. For more information about using the guided setup interface, see Using guided setup.