IT Operations Management (ITOM)
Manage the infrastructure behind your services.
IT Operations Management (ITOM) is the family of products that keeps the infrastructure behind your services healthy and understood. Where ITSM manages the work (incidents, changes, requests), ITOM manages the estate, the servers, cloud, network and applications that services actually run on, and feeds that reality back into ITSM.
- The three questions ITOM answers
- Why the CMDB is the centre
- The pillars in one picture
- How it connects to ITSM
- Common mistakes
IT Operations Management (ITOM) is the family of products that keeps the infrastructure behind your services healthy and understood. Where ITSM manages the work (incidents, changes, requests), ITOM manages the estate, the servers, cloud, network and applications that services actually run on, and feeds that reality back into ITSM.
The three questions ITOM answers
Why the CMDB is the centre
Every ITOM capability feeds or reads the CMDB. Discovery fills it; Service Mapping connects CIs into services; Event Management binds alerts to CIs; Change uses it for conflict detection and impact. Get the CMDB right and ITOM works; neglect it and everything downstream, impact analysis, correlation, automation, is unreliable.
The pillars in one picture
How it connects to ITSM
Common mistakes
- Buying ITOM tools but underinvesting in CMDB quality, so nothing downstream is trustworthy.
- Piping raw events to incidents with no correlation, alert storms.
- Treating Discovery, Service Mapping and Event Management as separate projects instead of one connected capability.