IT Operations Management (ITOM)

What is IT operations (ITOps)?

IT operations or ITOps is defined as the people and management processes associated with IT service management (ITSM).

What is IT operations management (ITOM)?

IT operations management (ITOM) is the administration of all the components and applications involving technology within an enterprise. IT operations management controls and monitors every operation related to IT infrastructure and IT services. This includes allocation and deployment of IT infrastructure, performance and security management, networking, provisioning, capacity management, and availability management for the IT environment and assets.

IT operations management software is the all-encompassing term that describes any software application that aids in managing IT services employed by customers, as well as internal stakeholders such as partners and employees. It can be and is utilized by both large and small organizations.

IT operations management is essential for enterprises that rely heavily on IT to deliver products and services to their customers.

What are the functions of IT operations management?

The key responsibilities and functions of IT operations management include server and device management, network infrastructure, and operations related to computing and the helpdesk. Each of these components is meant to improve stability and yield a consistent and pleasant customer experience.

1. Server and Device Management

• Storage and network management
• Maintenance and administration of organizational devices such as laptops, desktops, phones, and other mobile communication devices
• Care of the file server, email setup, and authorization
• Management of the server

2. Network Infrastructure

• All networking and telecommunications functions utilized by internal and external communications
• Facilitating remote access for authorized users to the organization’s network.
• Promote port management in order to simplify the access to outside servers

3. Operations Related to Computing and Helpdesk

• Management and upkeep of the IT infrastructure library for the enterprise
• Helpdesk management
• Data center and facility management
• Offering input for configuration audits
• Suppling users necessary support
• Backup system management

Since the available resources and specific needs can vary with each enterprise, IT operations management may need to be tailored to fit every organization differently, so you can see huge or minuscule differences across disparate organizations.

What are the challenges of IT operations management?

A big challenge in IT operations management for an organization is to be able to adapt to ever-evolving technologies. All types of enterprises, be they large or small are tested to incorporate new technologies, which include cloud-based computing services (IaaS, PaaS, SaaS, etc.), moving to virtual options, and visualization of the entire IT landscape. As an organization grows its IT infrastructure, IT operations (ITOps) must remain nimble in order to overcome main challenges to satisfy the administration, security, and financial demands of the organization.

Three common challenges include difficulty scaling operations, siloed technologies and systems, and limited visibility of the IT landscape.

1. Difficulty Scaling Operations

Allocating resources and quickly responding to security issues can only take place when IT teams have a high level of visibility across all platforms. Relying upon antiquated or legacy systems that only use on-premise topography may cause some issues related to limited visibility in the ITOps arena. So, choosing how to go about properly scaling your ITOM is a huge component for continued growth and improving the odds of giving your customers a great IT experience.

2. Siloed Technologies and Systems

Independent technologies used to be the norm, but we have since learned that siloed information can leave a path of destruction for an IT department. If you have some applications provided through a SaaS provider and others come through an IaaS provider, yet still have some applications employed on-premises and they aren’t communicating with each other, you potentially have the perfect storm of missing information. When information is not communicated across all necessary parts, your organization will lose time, money, and other valuable resources.

3. Limited visibility of the IT landscape

Being unable to monitor and measure the goings-on of incongruent technology often means that ITOps teams are less prepared to scale their operations when a new service must be imported and maintained. Lacking a streamlined process for integrating data from throughout the IT environment, the addition of new services can cause a splintered IT infrastructure increased security vulnerability, and poor oversight.

What is the difference between IT operations management an111d IT service management?

IT operations management and IT service management (ITSM) are both frequently ascribed to define management strategies for IT departments. While there is a bit of overlap between the two, they are not exactly the same.

ITSM encompasses all of the happenings that an organization conducts to manage IT services throughout their entire life cycle. This can consist of building, strategic planning, design, service operation, and service maintenance. The most common set of ITSM best practices, the information technology infrastructure library (ITIL) framework defines the service lifecycle in chapter and verse, thus contributing a structured method for effective management at each stage.

IT operations management is also encompassed by the ITIL framework, therefore IT operations management is actually a subset of the activities of ITSM. The biggest difference is that IT operation managers and their teammates focus on the day-to-day operations rather than the big picture. This means that their work is an aspect of the service operation phase of IT service.

According to the ITIL v3 Service Operation manual, there are nine processes that must be sustained to properly operate a service in accordance with the ITIL framework:

• IT operations control
• Event management
• Request fulfillment
• Technical management
• Access management
• Problem management
• Incident management
• Facilities management
• Application management

Essential processes such as incident and event management, problem management, and request fulfillment are managed through the IT help desk which is staffed by IT operations personnel. IT operations control necessitates the regular daily maintenance of the IT infrastructure. Facilities management promotes the management of the physical environment of data centers. Both of these descriptions fit into the realm of IT operations management.

What are some recommended IT operations management best practices?

Here are seven IT operations management best practices that organizations can adopt to improve to become nimbler and more effective.

• Anticipate potential problems rather than turning to IT when a problem surfaces using real-time monitoring tools to improve your MTTR.
• Strategize and implement the goals that work best for your enterprise.
• Increase productivity by increasing accountability.
• Optimize IT operations management processes to effectively manage IT resources.

• Remember the customer experience when implementing operations management workflows and processes to get a higher ROI while delivering a sublime customer service experience.
• Utilize a single automation tool that can give your organization a 360-degree view of your entire IT landscape.
• Choose managed service partners (MSPs) that can best align your business objectives with your IT services.