Does anyone have experience using the ServiceNow IT Operations Module (ITOM)? We are thinking about it as a way to improve the quality of our CMDB, but it is not a cheap product and appreciate your feedback.

Hi there.

We are currently working in the ITOM space and implementing Discovery (part of ITOM).  I agree the licensing of this module is expensive as well the added development / clean up and heavy lifts from multiple services.  

As we go into our budget cycle - we are looking at the costs as well of all things ITOM (the pricing is really frustrating in places!) - but when looking at the gains not just from a robust CMDB but also through 'discovery'  the 'visibility' for Vulnerability Management (compliance/patching levels), change and incident response processes, monitoring /health - this visibility changes and improves many things not just for us - but our clients also.   

ITOM is a well-designed platform for IT operations availability and efficiency. The real benefit is when you have good defined & documented processes in place. Some key modules of ServiceNow ITOM are:

1. Discovery. ServiceNow Discovery lets you create a single system of record for IT infrastructure, both on-premises and in public clouds.

2. Event Management. Using Predictive machine learning and custom integration with tools, you can achieve uninterrupted service availability with us.

3. Orchestration.

It is a great way to improve the quality of your CMDB along with lifecycle management.