Common Service Data Model (CSDM)
ServiceNow’s recommended framework for organizing and relating business services, applications, infrastructure, and other data within the platform.
Learn more about CSDMIT Operations Management (ITOM)
Understand what IT operations management involves and how ServiceNow® ITOM can help teams monitor and manage the technology that supports business services.
As a pure-play ServiceNow Elite Partner, The Cloud People can help you assess your IT operations needs, understand how ServiceNow ITOM fits into your environment, and plan practical improvements.
What is ITOM?
IT operations management (ITOM) is the work of overseeing and managing the technology that keeps an organization’s IT services running. It includes activities such as monitoring infrastructure, identifying issues, managing service health, and responding to disruptions.
ITOM focuses on the underlying technology and operations, such as servers, applications, networks, and cloud resources, rather than only the service requests and support processes people use.
ServiceNow® ITOM provides capabilities on the ServiceNow platform to help teams gain visibility into their IT environment, understand relationships between technology components, and manage operational work.
How ServiceNow ITOM works
ServiceNow ITOM can bring operational information and workflows together so teams can better understand what is happening across their IT environment. Depending on the organization’s setup, capabilities may help teams:
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Discover infrastructure and applications: Identify technology components and keep information about them up to date.
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Monitor service health: Collect and interpret operational signals to help detect potential issues.
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Understand service impact: Connect infrastructure and application information with the services they support.
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Respond to issues: Use alerts and workflows to help teams investigate and address operational problems.
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Support automation: Reduce manual work through configured workflows and automation.
The specific capabilities available depend on the ServiceNow products, integrations, data, and configuration in place.
What should organizations consider when improving ITOM?
Improving IT operations starts with understanding what teams need to see, manage, and improve. Organizations should consider which infrastructure and services are in scope, how reliable their operational data is, and how teams currently respond to issues.
It is also important to clarify ownership and how ITOM connects with other practices and tools. For example, ITOM can work alongside IT service management (ITSM) and the CMDB: ITOM helps teams understand and manage the operational environment, while ITSM supports the delivery and support of IT services. The CMDB provides information about technology components and their relationships.
A phased approach can help teams prioritize the operational use cases that matter most and build on reliable data and processes.
How The Cloud People can help with ServiceNow ITOM
As a pure-play ServiceNow Elite Partner, The Cloud People can help you assess your IT operations needs and identify where ServiceNow ITOM could improve visibility, response, and operational workflows.
We can support planning, implementation, and ongoing improvement, including reviewing data, integrations, service relationships, and how ITOM fits with your existing ServiceNow environment. The goal is to help you focus on practical improvements that support your business services.
Learn more: Discover our solutions
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What is the difference between ITOM and ITSM?
ITOM focuses on the technology and activities that keep IT services running. ITSM focuses on delivering and supporting those services. The two can work together to connect operational insight with service management processes.
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How does ITOM relate to the CMDB?
The CMDB stores information about configuration items and their relationships. ITOM capabilities can use and help maintain this information to improve visibility into the IT environment and the services it supports.
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Does ITOM only apply to infrastructure?
No. Depending on the organization’s ServiceNow setup, ITOM can support visibility and operational management across infrastructure, applications, cloud resources, and the services that depend on them.
Configuration Management Database (CMDB)
Build a trusted view of IT assets, applications, services, and their relationships to support better decisions and service operations.
Learn more about CMDB →IT Asset Management (ITAM)
Track and optimize hardware and software assets throughout their lifecycle to improve utilization, manage costs, and support compliance.
Learn more about ITAM →IT Service Management (ITSM)
Improve IT service delivery with connected incident, problem, change, and request management on one platform.
Learn more about ITSM →Strategic Portfolio Management (SPM)
A ServiceNow solution that helps organizations connect business strategy with execution. It supports investment planning, project and portfolio management, resource allocation, and prioritization.
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Want to improve your ServiceNow ITOM? Talk to The Cloud People about your IT operations goals, current environment, and operational challenges. We’ll help you identify practical next steps for your organization.
