The Foundation
ServiceNow is delivered as cloud software — the Now Platform — on which a suite of workflow products runs against a single shared database and data model. For operations, three parts matter and are tightly coupled: IT Service Management, IT Operations Management, and the Configuration Management Database they both build on.
Because an ITOM alert and an ITSM incident reference the same configuration items in the same CMDB, a failing device already knows which service it supports and who depends on it. That shared context — not a nightly export between tools — is what turns a device alarm into a service-impact incident.
The Pillars
The system of record for IT work — Incident, Problem, Change, and Request management. Where a network fault becomes a tracked, owned, SLA-bound ticket.
Visibility and AIOps — Discovery, Service Mapping, Event Management, and the analytics that ingest, correlate, and make sense of monitoring data across the estate.
The shared graph of configuration items and their relationships that both ITSM and ITOM reference — the reason operations can reason in terms of services, not just devices.
Why It Matters
ServiceNow integrates ITOM with ITSM natively, so infrastructure events and the incidents they cause are managed in one coordinated environment — the whole reason the platform can find issues before they become outages.
One shared CMDB across ITSM and ITOM
Events and incidents managed in one environment
Service impact carried from alert to incident
A single system of record for IT work
Cloud-delivered, continuously updated
AccuOSS implements the platform, the CMDB, and the operations disciplines that turn ServiceNow into your source of truth.