IT operations management (ITOM)

IT operations management (ITOM) is the administrative area involving technology infrastructure components and the requirements of individual applications, services, storage, networking and connectivity elements within an organization.

IT operations include all the processes and services administered by an organization’s information technology (IT) department. As such, IT operations include administrative processes and support for hardware and software, for both internal and external clients. Effective IT operations management ensures the availability, efficiency and performance of the organization’s processes and services.

IT operations management defines methods by which IT approaches services, deployment and support to ensure consistency, reliability and quality of service. Almost all IT businesses have management departments that set policy on how support and service are conducted and how issues are resolved as a standard practice. IT operations departments generally set at least loosely-defined operations policies and procedures based on how the organization tends to solve its clients and its own needs.

In a small business, ITOM may be hands-on and provided in-house. Increasingly, however, it is likely to be automated and possibly outsourced. IT operations management software monitors and controls the way an IT organization manages software, hardware service as well as other IT support like mobile contracting and help desks of all kinds. Options include managed services, Software as a Service (SaaS) and software platforms.

ITOM vendors include IBM, HP, BMC Software and CA Technologies.

This was last updated in March 2016

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