Within my organization, we are looking to put together a business case to improve our use of ServiceNow and look to implement some additional modules. At the moment, we are only utilizing the basic ITSM Module.

From my research, the ITOM Functionality would make a massive improvement to our delivery of IT Services to our End-Users. I was looking to try and collate some feedback on any people who currently have the ITOM Function live within Service Now, and gather some real-life examples as to where cost-savings were made.

Some of the big opportunities, in my mind, are:

-Automated CMDB Mapping / Discovery - Sniffing the network, automatically filling the CMDB and reduncing man hours spent auditing / removing human error. Building relationships between CIs, identifying Single Points of Failures or redudant links between CIs.

- ServiceNow Orchestration - .Workflows to automate manual tasks such as Password Resets, Software Distribution etc.

Please do provide some feedback!