**IT operations management** (ITOM) is a [[ServiceNow|ServiceNow]] product suite that provides capabilities for discovering, mapping, monitoring, and managing IT infrastructure and services within the ServiceNow AI Platform. ITOM leverages tables from the [[Service Delivery (CSDM domain)|Service Delivery domain]] of the [[Common Service Data Model|Common Service Data Model]] (CSDM) to provide visibility into the technology components that deliver services to the business. ITOM encompasses several key products: [[ServiceNow Discovery|ServiceNow Discovery]] for automated population of the [[Configuration management database|CMDB]] with infrastructure [[Configuration item|configuration items]] and [[Application (CSDM)|Applications]]; [[Service Mapping (ServiceNow)|Service Mapping (ServiceNow)]] for creating [[Application Service (CSDM)|Application Services]] through top-down discovery with entry points; [[Event Management (ServiceNow)|Event Management]] for monitoring service performance, identifying health issues, and enabling [[Impact analysis (ServiceNow)|impact analysis]] for Application Services and [[Technology Management Service (CSDM)|Technology Management Services]]; and ITOM Visibility for understanding service dependencies and infrastructure relationships. These products populate and maintain the [[Service Delivery Network|Service Delivery Network]] components including APIs, Applications, [[AI Function (CSDM)|AI Functions]], [[AI Application (CSDM)|AI Applications]], hosts, networking equipment, and [[Operational Technology (CSDM)|Operational Technology (CSDM)]]. ITOM creates [[CMDB relationship|CMDB relationships]] between discovered CIs following CSDM-prescribed relationship types, enabling accurate service dependency mapping and impact analysis across the [[CSDM Service Life Cycle|CSDM Service Life Cycle]]. The relationships created by ITOM support what ServiceNow calls "WWDD" (What Would Discovery Do) when organizations manually map infrastructure elements.