Is it important to your customer to understand the distinction between IT Operations Management (ITOM) and IT Service Management (ITSM)? Most likely not. Your customers are only concerned with how quickly you solve their problems. It makes no difference to them which application or infrastructure you use.
So why should you, as an organization, be concerned about the meaning of these concepts, how they align, how they differ, and why they matter?
Most businesses will admit that operations management is playing a growing role in assisting them to transition into a service-conscious, agile environment. The challenge, however, is to associate expanding IT infrastructure, application infrastructures, and network infrastructure with customer experience.
So let us understand what ITOM and ITSM mean, how they are different, what connects them, and why bringing them together would be one of the best decisions an organization could make!
What is ITOM?
IT operations management (ITOM) is the process of managing all technological elements and application requirements of an organization. ITOM incorporates activities responsible for the seamless execution of all IT services that support the business-like provisioning of IT infrastructure, cost-control operations, availability management, capacity management, and performance and security management.
What is ITSM?
IT service management (ITSM) refers to the approach through which an organization manages and delivers IT services to its end-users. It involves designing, creating, delivering, and supporting IT services. Using the ITSM processes, organizations can develop IT systems that accommodate evolving technologies and expectations. Implementing ITSM can help standardized IT service delivery and generate actionable IT insights for better business decision-making.
ITOM vs. ITSM: What is the difference between ITSM and ITOM
Now that you have an idea about these concepts individually, let’s understand the difference between them. The basic difference between ITSM and ITOM is that ITSM concentrates on how IT teams provide services and is more visible and end-user-centric, while ITOM concentrates on event management, performance monitoring, and the procedures IT teams use to handle themselves and their internal operations.
However, ITSM and ITOM are intimately interlinked even though they have a different set of activities. If organizations employ only one of these concepts, then they are going to end up having to handle and perform both sets of activities on a daily basis. Using ITSM and ITOM in silos can have the following impact on business:
- Loss of Productivity
- Wasted Spend
- Poor Employee Experience
- Regulatory and Policy Gaps
The ITOM-ITSM Connection
Now that we recognize that managing ITSM and ITOM together in a synchronized, unified, and collaborative way can generate maximum business value and drive efficiency, let’s look at what are some of the common elements that connect them.
Without an efficient IT Asset Management (ITAM) in place, it is close to impossible to get ITSM or ITOM right. And successful ITAM is dependent upon the discovery of IT assets in a systematic, precise, and timely manner. This would require a mapping of the relationships that link them, the services the IT team provides, and the users who consume them.
A Configuration Management Database (CMDB) is another component to accomplish success with ITSM and ITOM. The CMDB acts as a single version of the truth for an IT infrastructure and can precisely and reliably aid in the organization’s ITSM, ITOM, and even ITAM efforts.
To maximize the value of an organization’s IT investments, one must ensure that ITSM and ITOM efforts, no matter how mature, are tightly aligned and backed by the IT infrastructure and underlying processes.
Bringing ITOM and ITSM together
Integrating ITOM and ITSM can enable an organization to become more resilient and proactive to better support the strategic needs of the business.
The integration can help by facilitating an agile IT environment by reducing MTTD, MTTR, and WIP.
By bringing service and operational management together you can:
- Automate incident resolutions
- Pinpoint and isolate the root cause of incidents
- Prioritize response by impact and urgency
- Escalate incidents to the right teams
- Contextualize alert floods and business services impacted
- Integrate ticketing and communications bi-directionally
- Control and maintain the entire life cycle of IT assets, right from CMDB
- Optimize the allocation of resources to cut down on IT spend
How a combined ITSM and ITOM approach can help a business
After understanding the technicalities of the two concepts, the next obvious question is – how does a combined ITSM and ITOM approach can help a business? Well, here are some of the business benefits that can be leverage by using ITSM and ITOM cohesively:
- Digital Transformation: Enable rapid digital transformation through a holistic approach to services, infrastructure, and operations.
- High Availability: Harness intelligent automation to eliminate service outages and increase resilience.
- Holistic Visibility: Get improved visibility of your organization’s data center and IT assets by aligning them with everyday business decisions.
- Cost Savings: Offer more effective resolutions, provide self-service, and leverage automation to drive down costs and improve customer experience.
- Change Agility: Respond to change faster and minimize risks with better coordination between IT elements.
- Efficiency: Automate previously fragmented services and operations to reduce waste and increase operational efficiency.
- Security: Get a complete view of your assets, endpoints, and vulnerabilities apply multi-layered security.
- Analysis: Analyze trends in real-time to plan strategic activities and make informed business decisions.
The IT service value chain is made up of two parts: ITSM and ITOM and both the components have similar objectives, customers, overheads, and risks. To use ITSM and ITOM in cohesion requires planning and efforts on both sides, but it helps maximize business value and agility. The combination can end up becoming truly revolutionary for IT maturity and end-user experience.
By harnessing the power of a unified platform like Motadata, you can leverage automation and predictive intelligence to greatly minimize people-generated incidents with ITSM and machine-generated incidents with ITOM and get IT working together like never before.