Why your business needs ITOM

ITOM, or IT Operations Management, encompasses all actions related to the installation, design, configuration, deployment, and maintenance of IT infrastructure within an enterprise. From network security to personnel management services, ITOM automates enterprise operations and allows for control over each individual system as part of a whole. The specifics of the ITOM process, its benefits for businesses, and best practices are covered in our article.

What’s ITOM?

ITOM, or IT Operations Management, is a set of tools for managing IT that includes software, network, and computing resources to optimize business processes. According to Gartner’s glossary, the ITOM process consists of 10 key segments:

1. Application management.
2. System availability and performance.
3. Configuration management.
4. Database management systems.
5. Event and fault log management.
6. IT asset management.
7. IT service desk.
8. Workload planning.
9. Network management.
10. Peripheral device management.

Today, ITOM is often associated with ITSM, a separate discipline that addresses IT service management. While closely intertwined, these processes have important differences.

ITSM focuses on the development, delivery, and management of IT services, while ITOM is more concerned with managing the processes that enable and govern these services.

A restaurant’s operations can serve as an example of the interaction between these disciplines. ITSM can be compared to the service-related aspects such as customer service, kitchen operations, and menu content, all of which impact the guests’ experience. To provide excellent service, the infrastructure for operational management is essential, including lighting, air conditioning, kitchen equipment, billing systems, internet connectivity, power supply for systems, and more. This falls under ITOM.

Both service management and operational management are similar and yet different. However, both processes must ensure exceptional customer service quality.

By leveraging the capabilities of ITOM and ITSM, organizations can manage the performance, availability, and business metrics of their IT infrastructure, as well as optimize systems and applications to meet evolving business needs.

Maximizing the benefits of the interaction between ITOM and ITSM is facilitated by IT Asset Management (ITAM) strategies. With ITAM, companies can allocate IT tool expenses accurately, plan their procurement, control licensing agreements, and ensure compliance.

Benefits of ITOM for businesses:

Today, businesses increasingly rely on accessible, reliable, secure, and high-performing IT systems. These systems are necessary for task assignment, prioritization, and phased project execution. ITOM solutions allow for the control of all IT systems, enabling the most efficient achievement of set goals.

Efficient ITOM offers several important advantages for any IT-based business:

1. Enhances IT teams’ capabilities in monitoring the state of the business’s IT infrastructure.
2. Helps anticipate and prevent unplanned downtime, resolving issues quickly with minimal disruption to business operations.
3. Reduces business risks, improves management, and ensures regulatory compliance.
4. Provides transparency and visibility of all IT resources and their interconnections.
5. Automates routine and repetitive processes, reducing or eliminating inconsistencies and errors inherent in manual IT system management. This frees up employees’ time for more complex and valuable tasks for the company.
6. Enables digital transformation of the business and improves customer service.
7. Utilizes cloud computing resources that lower operational expenses for equipment and technical support.

In recent years, ITOM developers have actively incorporated AI and machine learning into their solutions. Virtual assistants, chatbots, intelligent recommendation systems, and predictive data analytics make ITOM tools more intuitive and powerful.

ITOM best practices

There are many prerequisites for effective ITOM. Among the factors that contribute to successful IT operations management, the following 7 key points can be highlighted:

Direct involvement of management in ITOM implementation

To ensure that ITOM solutions effectively support the IT infrastructure, a steady flow of resources is necessary. The involvement of management facilitates the fulfillment of this commitment. Additionally, the extent to which ITOM aligns with the technological and organizational capabilities of the enterprise largely depends on the leadership.

Evaluation of current processes

To effectively manage IT operational processes, it is important to understand what they entail, how they relate to the IT landscape, and the business objectives. For this purpose, the enterprise requires a managed knowledge base, which can be created manually or with the help of automated IT monitoring tools.

Prioritization of goals

Any successful IT project requires a plan. It is important to set directions and create a step-by-step action plan to achieve desired goals. In the case of IT operations, goals can range from acquiring new applications or services to cost optimization.

Selection of deployment methods

If a company chooses multiple management methods, it may require multiple deployment approaches. It is important to assess the options offered by vendors, focusing on the scope of services and transparency of associated costs.

Alignment with business objectives

The ITOM plan should align with the business goals in the IT domain and its initiatives for digital transformation. Furthermore, the content of ITOM should reflect the interests of not only the enterprise but also stakeholders such as partners and clients.

Data audit

Decisions regarding IT operational processes should be based on clear and accessible data. It is necessary to ensure that the current data across various platforms is accurate, complete, consistent, up-to-date, and compatible with the chosen ITOM solution.

Integration with other IT solutions

ITOM should be integrated, whenever possible, with other IT management functions, particularly ITSM and ITAM. Additionally, a Configuration Management Database (CMDB) is essential for the stable operation of ITOM. It serves as a repository that stores information about the IT environment and components for delivering IT services.

Conclusion

The past, present, and foreseeable future of ITOM development lead to a clear conclusion. To maximize its value for the business and enhance flexibility, IT management must be fully operation-centric, guided by the needs and goals of the business. Effective ITOM is an important step towards achieving this objective. It is also a crucial element of a solid and flexible foundation on which the business can continuously improve IT and undergo digital transformation.