3 reasons why ITSM is better with ITOM
Combining the forces of ITSM and ITOM is one of the best decisions IT organizations can make to deliver on the promise of keeping the business always on.
Think of it this way, can a motorcycle run its course without being subject to proper care and maintenance? A motorcycle helps you get from point A to point B, but to keep doing that, you need to maintain it in good condition and good health. You need to regularly check the tires, clean the air filter, adjust the clutch, and check the sprockets, among other things, to keep your engine running smoothly.
The same goes for an organization’s IT infrastructure as well.
While ITSM is all about handling processes that support service throughout its lifecycle, ITOM is concerned with the upkeep of applications, services, and connectivity elements that power an organization’s technology. ITOM is also about optimally keeping services up and running for reactive service management sans any disruptions.
Historically, most IT discussions centered on functions such as IT asset management (ITAM) and ITSM. But these and other core IT functions are both driven by and are critical elements of a larger topic: ITOM.
In the latest report on Supercharging ITSM with ITOM For Dummies, we’ve discussed the current challenges IT leaders face in ITSM and ITOM and how ITSM solutions with native ITOM features can help address these challenges. You can get a copy of the report here.
Riding on the insights from the recent report, we’ve highlighted three reasons why ITSM is better with ITOM. Continue reading to find out.
1. Addressing challenges associated with the current IT landscape
An ITSM solution with native ITOM features enables organizations to tackle challenges including:
- Reactive service management: Disruptions in business continuity lead to preventable major incidents, slower resolution, time wasted while service and operation teams collaborate across disparate tools, and loss of capital.
- Organizational silos leading to uninformed business decisions: Gaps between services and Operations/DevOps teams using different archaic tools result in a fragmented view of the data, making it difficult for businesses to make informed, strategic decisions.
- Upgrade trauma and rising maintenance costs: Businesses face downtime or costly disruptions in business continuity due to patch upgrades or maintenance. Dependence on third-party vendors for maintenance and adoption of new processes piles on to rising costs.
2. Responding Instantly to Critical Incidents
Organizations can streamline incident response with on-call management to get a head start on issue resolution. Key benefits of on-call management include:
- Getting the right person on the job instantaneously
- Communicating with effective pre-configured messages across popular channels (such as phone, email, SMS, and Slack)
- Minimizing MTTR by eliminating all ambiguities about ownership
- Eliminating burnout while establishing accountability
Intelligent automation is changing how business is done in nearly every economic sector. It helps streamline business processes and makes complex decision-making simpler and faster. The range of applications to which intelligent automation can help is expanding for technologies like natural language processing (NLP), machine learning, and voice recognition.
3. Reducing Noise With AI-Enhanced Alert Management:
Constantly switching screens to analyze notifications from different monitoring tools can be time-consuming, error-prone, and exhausting. Organizations can reduce noise and risk by automating their digital operations with alert management powered by AI. With a single-pane-of-glass view of their digital infrastructure, organizations can:
- Reduce alert noise to identify the most pressing issues: Group similar alerts together, and automatically update alert severity based on new notifications from monitoring tools.
- Employ automation: Auto-resolve alerts when their status reverts to normal. Identify critical alerts based on set conditions, automatically create incidents, and route them to the right teams for further investigation.
- Continually build context: Record every event and associate relevant assets to each incident for better context.
- Use AIOps to enrich the context and resolve incidents faster: Lower your mean time to resolution (MTTR) and understand issues faster using machine learning to group distinct alerts related to a common incident.
- Preempt the creation of duplicate tickets: Free up IT Operations to pursue root cause analysis and higher-quality solutions.
Final thoughts
The role of the IT Service Desk is rapidly expanding. Competing with other hardware and software investments, the IT services team is under increasing pressure to do more with less. IT executives must rethink their IT strategy spanning service and operations management to deliver on the promise of uninterrupted IT, support growth at scale, and ensure a healthy return on investment (ROI). To get more insights into why ITSM is better with ITOM, download the Supercharging ITSM with ITOM for Dummies report.
