Changes in personnel and processes have exposed acute deficiencies in IT systems and approaches. IT decision-makers are facing challenges such as high costs due to IT adjustments, non-scalable IT, and poor service experiences. Given new market opportunities, the increasing prevalence of hybrid work, and the focus on agility, most IT leaders are now seeking change and are open to new perspectives. To solve the biggest IT challenges, two key areas play a crucial role: IT Service Management and IT Operations Management.
When ITSM and ITOM are combined, companies can leverage important advantages: strengthening collaboration between these two teams, achieving significant improvements, reducing costs, scaling IT services efficiently, and improving the service experience—even as technology services expand. ITSM provides a standardized structure for managing IT services, aimed at enhancing service quality while optimizing IT costs.
IT Operations Management encompasses the management and monitoring of a company’s IT infrastructure and processes. The goal is to ensure that all IT components—including networks, servers, storage, applications, and services—function optimally and support smooth business operations. It provides a centralized view of the entire IT environment, enabling proactive detection and resolution of issues before they impact operations.
IT Service Management refers to the entirety of processes and activities a company uses to deliver, manage, and continuously improve IT services for end users. It is not just a collection of technologies, but also a structured framework that ensures IT services align with business requirements. A common approach in IT Service Management is the implementation of best practices, such as the ITIL framework (Information Technology Infrastructure Library), which helps companies better organize and manage their IT services.
The combination of these two approaches enables a holistic IT strategy, where both services and the underlying infrastructure are optimally managed.
E-book: 5 Ways to Solve the Biggest IT Challenges – Overview of Topics
As an official partner of ServiceNow in Switzerland, we offer you this e-book from ServiceNow for free download. In it, ServiceNow explains how to leave behind ever-growing IT budgets, inefficient work, and inadequate IT services, and instead save costs, increase employee productivity, and reduce resolution times. The topics covered include:
- Consolidation on a single platform: Why you get more reliable data for service and operations management when ServiceNow ITSM and ServiceNow ITOM run on a shared platform.
- Reviewing the IT Service Management strategy: How to support your ITSM strategy with the right solution.
Automatic remediation by delegating more tasks to computers: How ITSM and ITOM issues can be automatically and quickly resolved by computers. - Aligning with the actual needs of service personnel, employees, operations, and service teams: Why you should provide your employees with a satisfactory service for their requests and needs.
- Providing a unified IT-wide view to optimize personnel effectiveness and processes: How to get a real-time overview of ITSM and ITOM activities with a unified capture system, thereby optimizing personnel and processes.
By implementing ITOM, companies can also better manage the transition to the cloud and operate hybrid IT environments more efficiently. IT Operations Management plays a central role in automating repetitive tasks, relieving IT teams, and ensuring higher service quality.
Enable continuous transformation and optimal resilience with unified service and operations management, and download the e-book now for free:
