IT operations management (ITOM) is the management and strategic approach to planning, building and operating digital services, technology, components and application requirements in organisations.
ITOM describes the individual processes and services that are administered by an IT department—this includes administrative processes, support for hardware and software and services for internal and external clients. Effective ITOM ensures availability, performance and efficiency within an organisation’s services and processes.
ITOM defines the methods IT uses to manage services, support and deployment to create consistency, quality of service and reliability. They are typically management departments within an IT team that create policy on how services and support are managed and resolved, incorporating policies and procedures that revolve around how organisations intend to meet the client’s and the organisation’s needs and SLAs.
ITOM encompasses services and service issues that come from machines, such as servers, networking and VMs. IT operations managers are responsible for managing and communicating information about incidents, managing data back-ups, implementing disaster recovery plans and controlling the provision of user profiles.
ITOM makes it possible to prevent certain issues before they occur, at which point ITOM helps you to minimise the impact to end users before they ever experience a problem.
ITOM allows you to identify root causes more quickly and with improved accuracy, by correlating changes and incidents. You can leverage insights to collaborate across teams while also triggering actions based on guided recommendations to eliminate outages and service degradations and further empower staff members.
While both are strategies for IT management, IT service management (ITSM) and ITOM are two different concepts.
ITSM includes activities an organisation does to manage IT services through the entirety of the life cycle, including strategic planning, service operation, service desk, continual service improvement and design building. ITSM also encompasses the help-desk and fulfilment of IT requests that come from employees. Best practices of ITSM are known as the ITIL framework, which describes the life cycle of service in detail.
ITOM is covered under the ITIL framework. ITOM teams are meant to focus on daily tasks required for the operation of an organisation’s infrastructure components and applications—all aspects of the “service operation” stage defined in the ITSM life cycle.
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