In today’s fast-paced digital world, businesses feel the need to operate more efficiently and reduce downtime while improving services. Platforms like ServiceNow can be critical to achieving these goals, but organizations will often have to evaluate whether to hold a footing in ITSM (IT Service Management) or ITOM (IT Operations Management). Understanding the salient point of difference in either is instrumental to the organization making the decision and speeding their digital transformation along.
Understanding ServiceNow ITSM
ITSM aims to deliver IT services in a more effective manner, enhancing end user experience across the board. It empowers organizations to streamline their IT operational environment in a more structured manner for developer incident response and incident resolution workflow with demands from service requests.
Key benefits of ServiceNow ITSM include the ability to:
- Automate Incident Management: Resolve IT issues much faster for organizations to lessen disruption to business operations.
- Streamlined Service Request for Workflow and Resolution: Request and consolidate workflow by managing, resolving and reporting.
- Enhanced Reporting and Analytics: Insights on service improvement to identify service quality and efficiency.
ITSM is best for organizations that want to create workflow efficiencies, alleviate labor-intensive processes and ultimately create a more predictable, consistent, high-quality IT service delivery, across the board.
ServiceNow ITOM Defined
While IT Service Management (ITSM) allows for delivery of IT Services, IT Operations Management (ITOM) allows you to deliver those services through management of the environment that is the IT service delivery infrastructure. ServiceNow ITOM allows organizations to proactively monitor, manage and automate IT operations.
Key Benefits of ServiceNow ITOM:
- Visibility: Monitor the overall health and performance of your IT systems.
- Proactive Issue Resolution: Identify and remediate issues prior to impacting the business.
- Automation: Move IT people from routine work into strategic work.
For an organization on a journey of end-to-end digital transformation, ITOM is the enabling line of site from service delivery to the infrastructure that enables service delivery by IT.
ITSM vs ITOM: Key Differences
| Feature | ITSM | ITOM |
|---|---|---|
| Focus | Service delivery and support | IT infrastructure health and performance |
| Goal | Improve service efficiency | Reduce downtime and optimize operations |
| Automation | Incident resolution, service workflows | Event management, operational tasks |
| Users | IT support teams | IT operations and infrastructure teams |
To summarize, ITSM is about how IT services are delivered and ITOM is just about whether the services work properly. Together, ITSM and ITOM is an entire solution for managing entire IT.
Kickstart Your Digital Transformation Today
Choosing between ServiceNow ITSM & ITOM doesn’t have to be hard. If you’re choosing the right strategy with the best partner, you should drive efficiency, automate processes, and deliver high-quality service with both ITSM and ITOM.
At APN Consulting let us help you on this journey. Our extensive experience and knowledge of ServiceNow allows your team to effectively work on your ITSM & ITOM strategies and transform for success, while aligning to your organization’s level of quality; we want you to succeed.
Are you ready to transform your IT services & operations? Contact APN Consulting today to find out about the best Service Now solutions for your organization!