Much like the term 'information technology', operational technology is an extremely broad class of systems and devices. As such, OT is built on a wide variety of components designed to accomplish distinct tasks. Among the most common OT components are:

• Industrial control systems (ICS)
  These are the overarching systems that automate and manage complex industrial processes.
• Distributed control systems (DCS)
  DCSs manage and control production processes at a single site, allowing localised automation within facilities like factories and power plants.
• Supervisory control and data acquisition (SCADA)
  SCADA systems gather data from distributed sensors and send it to a central location for real-time monitoring and control, supporting large-scale infrastructure like utilities.
• Programmable logic controllers (PLC)
  PLCs are specialised computers that perform specific, repetitive tasks, often on production lines or assembly equipment to enhance process reliability.
• Remote terminal units (RTU)
  RTUs collect data from distant or hard-to-reach locations and relay it to central systems, commonly found in sectors like water management and electrical utilities.
• Human machine interfaces (HMI)
  HMIs provide real-time information on system status and enable operators to interact with and control equipment as needed, improving situational awareness.
• Industrial internet of things (IIoT) devices
  A more specialised variation on traditional internet of things (IoT) technologies, these connected sensors and actuators support smart operations by collecting and sharing data from physical industrial assets, a key component of Industry 4.0 advancements.

Operational technology management (OTM) describes the practice of overseeing, securing and maintaining the systems and devices that control industrial processes. Effective OT management ensures that vital systems and physical processes function as intended, minimising the risks associated with unplanned downtime and other operational disruptions. Operational technology management has grown as industries increasingly connect OT with IT networks. More OT/IT integration allows for greater visibility and efficiency across operations. By implementing comprehensive OT management practices, organisations can monitor asset health, streamline incident response and improve resilience against both cybersecurity threats and operational risks. This makes it easier to protect critical infrastructure. It also provides clear insights to support more data-driven decision-making.

How does operational technology management work?

In other words, OTM helps industrial organisations oversee and secure their physical assets and systems. Here is a breakdown of the main steps involved in operational technology management:

1. Asset identification and monitoring
   Organisations begin by identifying all OT assets, including machinery, controllers, sensors and connected devices. Once identified, these assets are continuously monitored for performance and security.
2. Data collection and analysis
   OT systems generate vast amounts of data. OTM platforms collect this data and analyse it to track performance metrics, detect abnormalities and provide insights for optimisation and maintenance.
3. Risk assessment and security implementation
   OTM evaluates the security risks associated with OT assets and implements protective measures like network segmentation and access controls. This step mitigates vulnerabilities that could be exploited.Automated alerts and response protocols
   
4. The system sends alerts when it detects irregularities or threats. It may also be capable of implementing response protocols, allowing it to address incidents automatically.
5. Maintenance scheduling and optimisation
   Using insights from data analysis, OTM schedules preventive maintenance to reduce the risk of downtime. It also identifies ways to improve operational efficiency, extending the lifespan of equipment.
6. Compliance and reporting
   OTM helps ensure that all OT operations meet regulatory standards, producing reports that support audits and compliance requirements.

Operational technology security encompasses the practices and tools used to protect OT systems from cyberthreats. This requires specialised security approaches to safeguard both their availability and their unique operational protocols. OT security focuses on ensuring constant system uptime, monitoring for vulnerabilities and defending against attacks — particularly those targeting legacy systems.

Why is OT security important?

OT security is crucial because it protects not only an organisation's assets but also public safety and essential services. Disruptions to OT infrastructure can lead to halted production, compromised energy distribution, interrupted water supply or worse, causing severe repercussions for both organisations and the broader public. Cyberattacks on OT can damage physical installations and disrupt critical services, and may potentially result in environmental damage or risks to human health. Additionally, effective OT security supports regulatory compliance and reduces operational risk by ensuring consistent visibility and control over OT environments. Continuous monitoring, aggressive threat detection and vulnerability management allow organisations to defend against and quickly respond to potential incidents before they can expand into major problems.

What are the risks of OT security?

Organisations may face unique challenges in securing OT environments. Here are some of the most pressing risks in OT security:

• Risks from intentional IT/OT convergence
  Integrating IT and OT systems offers clear benefits for operational efficiency and data-sharing. It also expands the attack surface, making it possible for cyber threats to move between IT and OT assets. To counter this, implement network segmentation to help isolate OT networks and deploy firewalls and intrusion detection systems specifically for OT environments. Enforce Zero Trust principles to control access between IT and OT systems.
• Risks from unintentional IT/OT convergence
  Even when OT and IT systems are intended to remain separate, accidental connections can occur. Educate employees on secure device usage policies, monitor network access to detect unauthorised devices and deploy strict endpoint security controls to prevent unapproved devices from connecting to OT networks.
• Insider cyberattacks
  Insiders with access to OT systems can intentionally or accidentally introduce malware or otherwise disrupt operations. This is particularly dangerous, as many OT devices lack strong authentication controls. Introduce role-based access controls to limit user permissions and implement multi-factor authentication for any employees accessing critical OT infrastructure.
• Human error
  Misconfigurations, unauthorised software installations and unsafe practices — each has the capacity to harm industrial systems, and each tends to originate from human users inadvertently introducing security vulnerabilities. Conduct regular cybersecurity training focused on OT best practices and establish comprehensive change management protocols to help ensure that all changes to OT systems are being reviewed and approved.
• Increased risks from IIoT
  IIoT devices may lack built-in security features, making them a prime vector for unauthorised access. Enforce strict access controls for IIoT, use encryption to protect data in transit and maintain an updated inventory of connected devices to identify and address vulnerabilities early on.

As previously addressed, operational technology has been around for a long time. That said, the term 'operational technology' is relatively new; it was coined to help distinguish systems that control physical processes from IT systems, which primarily deal with information processing.

• Information technology
  IT supports nearly every business process and is firmly associated with digital transformation. This technology operates in traditional computing environments, such as data centres, cloud platforms, end user devices and other aspects of the IT infrastructure. IT security is centred around data protection and access control, with systems frequently updated to address vulnerabilities and improve performance.
• Operational technology
  OT is concerned with monitoring and controlling physical processes essential to sectors like manufacturing and utilities. This technology operates in industrial environments and uses specialised components. Security in OT prioritises machinery safety and functionality; system updates are scheduled and managed with caution to avoid disrupting operations.

These distinctions are worth considering. It is likewise important to recognise that IT and OT are becoming more intertwined. This ongoing 'IT/OT convergence' enables improved data sharing, operational efficiency and automation, blurring the line between digital and physical technologies.

With the convergence of IT and OT environments, organisations need a structured plan to secure critical infrastructure effectively. Starting an OT programme requires a comprehensive approach to manage assets, protect against risks and establish protocols for continuous monitoring. A successful OT programme will generally follow a process similar to this one:

1. Conduct asset discovery and management
   Begin by deploying tools to automate the discovery of OT assets at every level. Effective asset discovery should identify all devices in the environment, including non-communicating and legacy systems, to build a complete and detailed inventory of asset types, models and firmware versions.
2. Implement continuous network monitoring and threat detection
   Set up continuous monitoring to identify anomalies in real-time by analysing network activity and communication protocols. Using predefined security policies with customisable options helps organisations detect suspicious behaviour while ensuring compatibility with OT-specific protocols.
3. Validate controller integrity
   Enable tools to track and verify any changes to controller devices, including configuration and firmware updates made over the network or through physical connections. This step makes sure that all controller modifications are authorised and documented.
4. Perform vulnerability assessments and manage risk
   Improve risk management by conducting regular vulnerability assessments across all OT devices, assigning risk scores to prioritise devices needing immediate attention.
5. Establish incident detection and response capabilities
   Set up incident response systems to generate real-time alerts for suspicious activities within OT networks, complete with a full audit trail of actions taken on ICS assets. Additionally, historical data on device configurations and activities can aid in backup, recovery and post-incident analysis.
6. Ensure architecture and enterprise readiness
   Choose scalable solutions that offer both hardware and software-based deployment options, allowing for quick implementation. Centralised management and integration capabilities with existing tools such as SIEM and REST API further streamline OT security processes.

Operational technology has always been important, and the IT/OT convergence is providing organisations with even greater control over the equipment that powers their industrial businesses. But with this increased power comes increased complexity and vulnerability. Companies need improved solutions for managing OT. ServiceNow provides the answer.

ServiceNow Operational Technology Management (OTM) applies advanced artificial-intelligence solutions to fully leverage OT by centralising oversight, automating workflows and enhancing security across critical infrastructure. Gain visibility and context into OT assets with a complete, real-time view of systems and dependencies. Respond quickly to vulnerabilities by leveraging OTM's automated alerts, incident response protocols and calculated risk scoring. Accelerate incident resolution and change management with built-in machine learning and digital workflows. With OTM, organisations can get the most out of their OT systems and effectively safeguard their operations from disruption. See how ServiceNow OTM can transform OT management for your business. Demo ServiceNow today!