What is IT management?

IT management oversees everything related to IT operations and resources, including strategy, service, asset management, security, ops and risk.

Modern business is built around information technology. With this growing reliance on and inclusion of advanced technologies, most businesses are witnessing an explosion of their necessary tech ecosystems. As a result, there is a growing demand for reliable governance of IT systems, tools, resources etc. IT management is the solution.

IT management exists to help organisations better utilise and employ all technology resources available to them. Proper IT management not only improves the operational efficiency of information systems, but also helps promote improved cooperation between teams and departments.

IT management empowers organisations of all sizes to effectively manage their complex web of IT resources. More specifically, IT management provides the following benefits:

  • Identifying IT system requirements
  • Optimising IT budgets
  • Monitoring safety and compliance
  • Managing IT security
  • Implementing new software, hardware and data systems
  • Providing technical support

As previously stated, IT management oversees everything related to IT operations and resources. This refers to all IT-dependent departments, strategies, tools, employees, systems etc.

The various aspects of IT management include the following:

Aspects of IT Management | ServiceNow

Service management

IT Service Management (also known as ITSM) includes business objectives in addition to traditional IT objectives. As a result, IT service management improves efficiencies across the board. ITSM includes incident management, change management, problem management, request management and more.

Learn more about ITSM.

Asset management

IT asset management (ITAM) focuses on managing the complete life cycles of IT assets, minimising legal, financial and operational risks while also reducing costs associated with maintenance, support and licensing.

Learn more about ITAM.

Operations management

IT operations management (ITOM) handles the tools involved in administering and optimising networking and applications resources, including the provisioning, capacity, performance and availability of computing.

Learn more about ITOM.

Business management

IT business management (ITBM) exists to demonstrate and improve IT business value. ITBM helps organisations allocate resources, anticipate critical business requirements and transform the delivery of products and services through agile methodologies.

Learn more about ITBM.


DevOps, a combination of software development and IT operations, breaks down data silos between engineering and production teams. DevOps applies agile and lean strategies to operations work.

Learn more about DevOps.

Security operations

Security operations (SecOps) combines IT operations and security to monitor and assess risk while protecting digital assets. SecOps focuses on identifying, defending against and mitigating the effects of all forms of cybersecurity threats.

Learn more about SecOps.

Risk Management

IT risk management applies relevant risk management processes to identify, analyse, prioritise and mitigate IT risks. IT risk management helps businesses improve risk-based decision making and improve emergency response times.

Learn more about GRC.

Modern IT management differs from more traditional technology management tools and processes. Specifically, effective IT management employs several key features.

Cloud computing

There are many advantages to using the cloud for IT management. Cloud-based services allow IT departments and CIOs to offload the responsibilities associated with installing, managing, maintaining and updating onsite IT systems, freeing up resources and allowing IT professionals more time to focus on other priorities. In addition to reduced overhead, cloud computing also offers improved data security and scalability. Cloud computing for IT management significantly reduces the burden on IT-departments, allowing them to manage more IT-related resources more effectively.


The more complex a system, the more difficult it is to get a complete, accurate picture of all its parts. Advanced analytics solutions place IT services, processes, employee and even customer demographics under a microscope, mining terabytes of operational data to uncover actionable insight and identify root causes of issues. Reliable IT management analytics improves efficiency and reduces cost and helps ensure that every aspect of a business is moving towards their established goals.


Although effective IT management demands a single source of truth and a central location from which to manage IT resources, it also depends on coordinating and analysing many separate assets. Using internet-of-things (IoT) platforms, IT management easily analyses data from individual devices. This results in improved reporting and more proactive resolution of IT issues.


Gathering essential data is only the beginning. To really benefit from analytics, IT management needs to be capable of intelligently picking out trends and predicting issues before they arise. Artificial intelligence systems connect the dots in the data, learning and improving as they go. At the same time, AI is improving user support, powering virtual agent chatbots and customising experiences to individual users.

Just as IT management encompasses nearly everything related to information technology in business, IT managers’ responsibilities are expansive and inclusive. IT managers lead computer related initiatives within their company, and are responsible for coordinating, planning and helping determine and fulfil the IT needs of the organisation. To do this, IT managers generally accountable for the following tasks:

Hiring and training IT Employees

IT managers play a key role in growing IT departments. They are responsible for establishing baseline requirements for new IT employees, evaluating potential hires, and ensuring that new IT team members are quickly brought up to speed on relevant technologies and processes through comprehensive training.

Managing IT budgets

Beyond simply managing costs, IT managers need a complete understanding of their cost structure and drivers. IT budgets exist to ensure that spending remains within key targets, but the responsibility of IT managers extends much further to establishing and using budgets to drive increased value from IT resources.

Supervising day-to-day IT operations

Every hour of every day, businesses rely on information technology to support vital operations, provide service, coordinate team and department efforts, and more. And when these day-to-day operations run into unexpected problems, they can affect nearly every aspect of the business. IT managers help ensure that on-going IT operations are functioning properly, and that they are effective in supporting employees and business goals.

Evaluating IT risks and implementing security features

The number of possible threat vectors targeting business IT systems is growing every day. IT managers must be up-to-speed on current IT security best practices, capable of recognising and preparing to defend against digital threats of all kinds.

Creating and managing systems for other departments

Sales, service, manufacturing and other departments all depend on effective systems and tools to perform their tasks. IT managers are often responsible for creating or adapting operating systems or other software to support departments across an entire company.

Communicating in technical and non-technical environments

IT managers may also be the go-between for technical experts and non-technical stakeholders. They must be able to understand complex technical concepts and communicate them in ways that are relevant and digestible for a non-technical audience.

Training non-technical staff in the use of IT systems and tools

IT managers are not only responsible for training IT staff; they also often are expected to train non-technical employees in using important hardware, software and tools. Because essentially all employees need to be able to rely on various systems to perform their jobs effectively and safely, this responsibility encompasses almost every individual on every level.

Fielding IT-related questions and problems

IT issues are seldom limited to the IT department. When general managers, department heads and decision makers have IT-related questions or concerns, IT managers are the most obvious source of information.

ServiceNow delivers advanced IT management solutions in the form of IT Service Management (ITSM). Built on the powerful Now Platform, ServiceNow ITSM delivers resilient services, increasing productivity and creating satisfying experiences for everyone involved. As a seven-time Gartner Magic Quadrant ITSM Tools Leader, ServiceNow brings a range of IT management benefits to your business.

ServiceNow’s cloud-based platform provides a single, unified view of all tools, data and analytics, and ensures improved efficiency with advanced digital workflows. AI enhanced recommendation and automatic incident assignment help boost agent productivity and effectiveness. Always-on IT services and intelligent virtual agents provide users with the support they need, no matter where or when they are working. And, with full mobile optimisation, reliable IT management solutions are never further away than your smartphone.

ServiceNow ITSM is taking IT management into the future. Click here to see what it can do for your business.

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