IT Operations Management (ITOM) - Revision history

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User: /* IT Operations Management (ITOM) Best PracticesIT Operations Management (ITOM) Best Practices ProV */

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IT Operations Management (ITOM) Best PracticesIT Operations Management (ITOM) Best Practices ProV

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User at 22:00, 29 January 2021

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 == See Also ==
-[[IT Operations (Information Technology Operations)]]<br />
+*[[Information_Technology_Asset_Management_(ITAM)|Information Technology Asset Management (ITAM)]]
-[[Information_Technology_Asset_Management_(ITAM)|Information Technology Asset Management (ITAM)]]<br />
+*[[IT_Governance|IT Governance]]
-[[IT_Governance|IT Governance]]<br />
+*[[IT_Transformation|IT Transformation]]
-[[IT_Transformation|IT Transformation]]<br />
+*[[Information_System_(IS)|Information System (IS)]]
-[[Information_System_(IS)|Information System (IS)]]<br />
+*[[ITIL_(Information_Technology_Infrastructure_Library)|ITIL]]

← Older revision		Revision as of 17:21, 30 January 2021
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	== Definition - What is IT Operations Management (ITOM) ==		== Definition - What is IT Operations Management (ITOM) ==
		+	'''What is IT Operations Management?'''<br />
	'''IT Operations Management (ITOM)''' involves [[IT Infrastructure\|technology infrastructure]] components and requirements of individual applications, services, storage, networking and connectivity elements within an organization. In other words, IT Operation Management is responsible for the smooth functioning of infrastructure and operational environments that support application deployment to internal and external customers, including network infrastructure; server and device management; computer operations; [[ITIL (Information Technology Infrastructure Library)\|IT infrastructure library (ITIL)]] management; and help desk services to an organization.<ref>What Does IT Operations Management (ITOM) Mean? [https://www.e-spincorp.com/it-operations-management-itom/ E-Spin Corp]</ref>		'''IT Operations Management (ITOM)''' involves [[IT Infrastructure\|technology infrastructure]] components and requirements of individual applications, services, storage, networking and connectivity elements within an organization. In other words, IT Operation Management is responsible for the smooth functioning of infrastructure and operational environments that support application deployment to internal and external customers, including network infrastructure; server and device management; computer operations; [[ITIL (Information Technology Infrastructure Library)\|IT infrastructure library (ITIL)]] management; and help desk services to an organization.<ref>What Does IT Operations Management (ITOM) Mean? [https://www.e-spincorp.com/it-operations-management-itom/ E-Spin Corp]</ref>

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 *Shift IT from Fire-Fighting Mode to Active Monitoring: Often times, despite the drawbacks of a break-fix model, companies can’t outgrow their traditional mentality of calling upon IT only when necessary. Don’t be one of them. By adopting an ITOM best practice approach to infrastructure, you move on from the ad-hoc model of IT that can only fix problems once they have occurred. With 24x7 real-time monitoring via ITOM tools like ServiceNow, you can detect problems before they occur and drastically reduce your downtime.
 *Create SMART Goals & Prioritize: The SMART acronym is a best practice framework for setting goals that stands for Specific, Measurable, Achievable, Realistic, and Timely. It's a good idea to clearly define roles within your IT teams to increase accountability. IT teams, especially for small businesses, often struggle to understand precisely what their workload or priorities are. Automated ITOM processes redirect issues to their respective problem solver and allows you to use your IT resources optimally.
-*Align ITOM with Service Delivery: Considering the vital role that IT plays in the evolving standards of your business, how you perceive your IT can be the difference between success and failure. If you continue to view IT operations as something you call upon when the network in your conference room flickers or when your printer is being fussy, you aren’t exactly using what you have at your disposal to the fullest. Advanced ITOM processes mean you no longer manage applications and infrastructure in a vacuum. Instead, ITOM is developing a keen understanding of your infrastructure with respect to your service delivery. ITOM processes and workflows are often designed around customer experience, allowing you to derive more ROI from it while giving your customers the seamless service delivery they expect.
+*Align ITOM with [[ITIL Service Delivery|Service Delivery]]: Considering the vital role that IT plays in the evolving standards of your business, how you perceive your IT can be the difference between success and failure. If you continue to view IT operations as something you call upon when the network in your conference room flickers or when your printer is being fussy, you aren’t exactly using what you have at your disposal to the fullest. Advanced ITOM processes mean you no longer manage applications and infrastructure in a vacuum. Instead, ITOM is developing a keen understanding of your infrastructure with respect to your service delivery. ITOM processes and [[Workflow|workflows]] are often designed around customer experience, allowing you to derive more [[Return on Investment (ROI)|ROI]] from it while giving your customers the seamless service delivery they expect.
-*Use a Single Window for Application & Infrastructure: Using an automation tool like ServiceNow can bring together enterprise-class monitoring, event management, and operational analytics in a centralized in a 360-degree view that allows you to evaluate the health and performance of your IT infrastructure. What’s more? You can strengthen your ITSM experience with ITOM, to greatly increase availability of resources amd foster accountability while still complying with SLAs.
+*Use a Single Window for Application & Infrastructure: Using an automation tool can bring together enterprise-class monitoring, event management, and [[Operational Analytics|operational analytics]] in a centralized in a 360-degree view that allows you to evaluate the health and performance of your IT infrastructure. What’s more is that you can strengthen your ITSM experience with ITOM, to greatly increase availability of resources amd foster accountability while still complying with [[Service Level Agreement (SLA)|SLAs]].
-*Partner with a Trusted MSP to Save Costs & Increase ROI: Unless you’ve already hit your peak as a business and are regularly churning out profits year-on-year, budgets are tight. Small businesses often have to make the hard choice between managing costs and expectations. However, there is an easy solution to solve the conundrum. Able managed service providers (MSPs) harbor an impressive array of technology experts and tools that make devising your ITOM strategies easier. MSPs can align your IT with your business objectives
+*Partner with a Trusted MSP to Save Costs & Increase ROI: Unless you’ve already hit your peak as a business and are regularly churning out profits year-on-year, budgets are tight. Small businesses often have to make the hard choice between managing costs and expectations. However, there is an easy solution to solve the conundrum. Able [[Managed Service Provider (MSP)|managed service providers (MSPs)]] harbor an impressive array of technology experts and tools that make devising your ITOM strategies easier. MSPs can align your IT with your [[Business Objective|business objectives]].
 == See Also ==

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 == Definition, Goals and Objectives of IT Operations Management (ITOM)<ref>Defining IT Operations Management (ITOM) and it's goals and Objectives [https://www.certguidance.com/operations-management-itil-itsm/CertGuidance]</ref> ==
-IT Operations Management (ITOM) is one of the main functions of the Service Operation module of ITIL framework. This function is responsible for managing the capacity, performance, and availability of all the components used in organization’s IT Infrastructure. The ITIL IT Operations Management is also responsible for maintaining all the technology infrastructure components, and as well as looks after all the aspects of applications, services, storage, networking and connectivity elements that are used in the day-to-day operations of an organization. According to ITIL v3, Operations Management function describes those approaches that need to be followed in order to ensure consistency, reliability, and quality of service.
+IT Operations Management (ITOM) is one of the main functions of the [[ITIL Service Operation|Service Operation]] module of [[ITIL (Information Technology Infrastructure Library)|ITIL framework]]. This function is responsible for managing the capacity, performance, and availability of all the components used in organization’s IT Infrastructure. The ITIL IT Operations Management is also responsible for maintaining all the technology infrastructure components, and as well as looks after all the aspects of applications, services, storage, networking and connectivity elements that are used in the day-to-day operations of an organization. According to ITIL v3, Operations Management function describes those approaches that need to be followed in order to ensure consistency, reliability, and quality of service.
 '''ITIL IT Operations Management Objective:'''<br />
@@ Line 22: / Line 22: @@
 Below lists some of the goals of this ITIL Operations Management function:
 *Increasing Stability: It tries to reduce the requirement of infrastructure changes, which helps to maintain the status quo and minimize service disruption.
-*Continual Improvement of Service: It tried to improve the IT infrastructure and service quality by placing necessary change requirements.
+*[[Continual Service Improvement (CSI)|Continual Improvement of Service]]: It tries to improve the IT infrastructure and service quality by placing necessary change requirements.
 *Issue Diagnosis and Resolution: Within its day-to-day activity, it helps to detect and provides quick resolution to the service failures. To do this the IT Operations Management (ITOM) has to maintain a solid coordination with Service Desk, Technical *Management, Application Management, and Incident Management.
@@ Line 34: / Line 34: @@
 *IT Operations Control:
 **This sub-function controls the monitoring and execution of the routine day-to-day operational activities and tasks that are needed to manage the IT Infrastructure.
-**IT Operations Control function is the main controller of Event Management process.
+**IT Operations Control function is the main controller of [[ITIL Event Management|Event Management]] process.
 **Tasks like component monitoring, job scheduling, backup & restore, routing maintenance are done within this sub-function.
-**IT Operations Control facilitates centralized monitoring and control activities, typically by the use of an Operations Bridge or Network Operations Centre (NOC).
+**IT Operations Control facilitates centralized monitoring and control activities, typically by the use of an [[Operations Bridge]] or [[Network Operations Center (NOC)]].
-*Facilities Management:
+*[[ITIL Facilities Management|Facilities Management]]:
-**This sub-function carries out the management of the physical environment. For Example, data centers, computer rooms, cooling, power supply etc.
+**This sub-function carries out the management of the physical environment. For Example, [[Data Center|data centers]], computer rooms, cooling, power supply etc.
 **In some larger organization where many of this works are outsourced to third parties, there the facilities management also does the maintenance of those third-party contracts.

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 == Responsibilities and Functions of IT Operations Management<ref>Key responsibilities and functions of IT Operations management [https://www.techopedia.com/definition/30458/it-operations-management Techopedia]</ref> ==
-*Network Infrastructure
+*[[Network Infrastructure]]
 **All networking functions related to Internal and external communications.
 **Management of internal telephone system.
@@ Line 51: / Line 51: @@
 **Resolving any issues and monitoring related to network resources.
-*Server and Device management
+*Server and [[Mobile Device Management (MDM)|Device management]]
 **Management of the server
-**Storage and network management.
+**Storage and [[Network Management|network management]].
 **File server and email setup and authorization.
 **Management of the organization approved devices like laptop, desktop and mobile computing devices.
@@ Line 68: / Line 68: @@
 == The Need for Next-Gen IT Operations Management (ITOM)<ref>The Need for Next-Gen IT Operations Management (ITOM) [https://www.bmc.com/it-solutions/it-operations-management.html BMC]</ref> ==
-Today’s digital business requirements can overwhelm your IT staff as they try to keep pace with the rate of change and the volumes of data generated. You need next-gen IT operations management tools that offer machine learning, advanced analytics, and intelligent automation.  IT operations enabled with artificial intelligence, AIOps, helps you to streamline, simplify, and improve IT operations.
+Today’s digital business requirements can overwhelm your IT staff as they try to keep pace with the rate of change and the volumes of data generated. You need next-gen IT operations management tools that offer machine learning, [[Advanced Analytics|advanced analytics]], and intelligent automation.  [[IT Operations (Information Technology Operations)|IT operations]] enabled with [[Artificial Intelligence (AI)|artificial intelligence]], AIOps, helps you to streamline, simplify, and improve IT operations.
 *Ensure the performance and availability of digital services
-*Optimize cost and align risk decisions with business needs
+*Optimize cost and align risk decisions with [[Business Requirements|business needs]]
 *Efficiently run and manage business-dependent technology
 *Respond to problems fast and recommend improvements
@@ Line 76: / Line 76: @@
 == Requisites Of A Modern IT Operations Management Platform<ref>Requisites Of A Modern IT Operations Management Platform [https://www.service-berry.com/itom-service-consult/ ServiceBerry]</ref> ==
-IT Operations Management forms the backbone of for enterprises who rely heavily on IT for delivering products and services to their customers. IT Operations management software is a blanket term used to describe any software application which helps in managing IT Services rendered to customers, partners or even employees. This could be as complex as running the Online Banking platform of a large bank to as simple as handling IT Asset requisitions from new employees. The spectrum is quite wide and diverse and one must deliberate before buying a modern [[IT Service Management (ITSM)|ITSM]] Service Management platform. The infographic below illustrates 5 key requisites of a modern ITOM Platform
+IT Operations Management forms the backbone of for enterprises who rely heavily on [[Information Technology (IT)|IT]] for delivering [[Product|products]] and services to their [[Customer|customers]]. IT Operations management software is a blanket term used to describe any software application which helps in managing IT Services rendered to customers, partners or even [[Employee|employees]]. This could be as complex as running the Online Banking platform of a large bank to as simple as handling IT Asset requisitions from new employees. The spectrum is quite wide and diverse and one must deliberate before buying a modern [[IT Service Management (ITSM)|ITSM]] Service Management platform. The infographic below illustrates 5 key requisites of a modern ITOM Platform
 [[File:ITOM_Software_Selection.jpg|400px|ITOM Software Selection Requisites]]<br />
@@ Line 83: / Line 83: @@
 '''Capabilities, Features and Modules'''<br />
 This forms the core tangible for any modern ITOM Software platform. Here are six capabilities which any modern ITOM Software platform should have at the least.
-*Operations Management:Your IT Operations Management platform should have the capability to monitor every component of your Hybrid Infrastructure. Whether its servers, networks, applications or composite IT components.
+*[[Operations Management]]:Your IT Operations Management platform should have the capability to monitor every component of your Hybrid Infrastructure. Whether its servers, networks, applications or composite IT components.
-*Cloud Management: Cloud forms a major vehicle for today’s enterprise. Given the nature of business everything seems to be residing on the cloud whether its core business applications, servers or even files. Businesses need a solid [[Cloud Computing|cloud management]] software to manage [[Hybrid Cloud|hybrid cloud]] which are engrained into the enterprise fold.
+*[[Cloud Computing|Cloud Management]]: Cloud forms a major vehicle for today’s enterprise. Given the nature of business everything seems to be residing on the cloud whether its core business applications, servers or even files. Businesses need a solid [[Cloud Computing|cloud management]] software to manage [[Hybrid Cloud|hybrid cloud]] which are engrained into the enterprise fold.
-*Service Management Automation: As the name suggests every modern ITOM software should be able to automate all IT Processes and Tasks which are repetitive in nature.
+*[[Service Management|Service Management]] Automation: As the name suggests every modern ITOM software should be able to automate all IT Processes and Tasks which are repetitive in nature.
-*Network Management: Modern [[Network|Networks]] are spread across offices, locations and even continents. You will need capabilities to manage your networks in a seamless manner.
+*[[Network Management]]: Modern [[Network|Networks]] are spread across offices, locations and even continents. You will need capabilities to manage your networks in a seamless manner.
 *Data Center Automation: [[Enterprise Application Integration (EAI)|Enterprise applications]] get updated at a rapid pace. [[Data Center]] automation enables you to automate provisioning, patching and compliance across multivendor physical and virtual servers, databases, and middleware for enterprise-scale deployments.
 *Scalability:An ITOM platform is meant for a large organization and must be able to scale its operations whichever platform you select, make sure it can handle the load of your ever growing IT Infrastructure and business needs.
 *Ease of Use: What good is an ITOM platform if it is too difficult for the users to manage? The real users of the platform are your IT personnel and customers. This is why it is important to ensure the platform is easy to use and offers complete control to the users. An expert ITOM consultant can help you in the process of integrating all of your existing technology solutions with your ITOM software platform.
-*Time to Market: Business and technology are changing rapidly. Gone are the days where ITOM implementations used to take a year. A modern ITOM platform should be implemented in a matter of weeks, so that business can drive value from your IT investments.
+*[[Time to Market]]: Business and technology are changing rapidly. Gone are the days where ITOM implementations used to take a year. A modern ITOM platform should be implemented in a matter of weeks, so that business can drive value from your IT investments.
-*Total Cost of Ownership: You should measure the overall [[Total Cost of Ownership (TCO)|total cost of ownership (TCO)]] of your ITOM software platform over a period of one year. Low entry point doesn’t guarantee lower TCO. The amount of time, effort and skills spent on implementing, maintaining and running your ITOM platform determines the overall spend for the business.
+*[[Total Cost of Ownership (TCO)|Total Cost of Ownership]]: You should measure the overall total cost of ownership (TCO) of your ITOM software platform over a period of one year. Low entry point doesn’t guarantee lower TCO. The amount of time, effort and skills spent on implementing, maintaining and running your ITOM platform determines the overall spend for the business.

← Older revision		Revision as of 22:04, 29 January 2021
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−	== ~~Definitiobn~~ - What is IT Operations Management (ITOM) ==	+	== Definition - What is IT Operations Management (ITOM) ==
	'''IT Operations Management (ITOM)''' involves [[IT Infrastructure\|technology infrastructure]] components and requirements of individual applications, services, storage, networking and connectivity elements within an organization. In other words, IT Operation Management is responsible for the smooth functioning of infrastructure and operational environments that support application deployment to internal and external customers, including network infrastructure; server and device management; computer operations; [[ITIL (Information Technology Infrastructure Library)\|IT infrastructure library (ITIL)]] management; and help desk services to an organization.<ref>What Does IT Operations Management (ITOM) Mean? [https://www.e-spincorp.com/it-operations-management-itom/ E-Spin Corp]</ref>		'''IT Operations Management (ITOM)''' involves [[IT Infrastructure\|technology infrastructure]] components and requirements of individual applications, services, storage, networking and connectivity elements within an organization. In other words, IT Operation Management is responsible for the smooth functioning of infrastructure and operational environments that support application deployment to internal and external customers, including network infrastructure; server and device management; computer operations; [[ITIL (Information Technology Infrastructure Library)\|IT infrastructure library (ITIL)]] management; and help desk services to an organization.<ref>What Does IT Operations Management (ITOM) Mean? [https://www.e-spincorp.com/it-operations-management-itom/ E-Spin Corp]</ref>

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 According to ITIL v3, the primary objective of ITIL IT Operations Management is to monitor and control the IT infrastructure and services. ITIL Operations Management carries out br />day-to-day tasks related to the management of the infrastructure components and services, according to the standards defined by Service Design Process.
-'''The Goals of ITIL Operations Management:'''<
+'''The Goals of ITIL Operations Management:'''<br />
 Below lists some of the goals of this ITIL Operations Management function:
 *Increasing Stability: It tries to reduce the requirement of infrastructure changes, which helps to maintain the status quo and minimize service disruption.