As industries continue to digitize, ServiceNow IT Operations Management (ITOM) and IT Service Management (ITSM) have become increasingly crucial for IT professionals. Although both are related to IT management, there are key differences and similarities between the two that must be understood to maximize efficiency and ensure customer service. In this article, we will explain the key differences and similarities between ITSM and ITOM and how they should be used in tandem to ensure successful IT management. 

When combined, they can optimize service workflows and enhance overall IT efficiency. Understanding the features of ServiceNow ITOM and ITSM and identifying the right mixture of solutions is essential to fully harness the capabilities. 

What is IT Service Management (ITSM)? 

IT Service Management (ITSM) refers to how organizations deliver IT services to users to meet firmwide IT requirements. ITSM encompasses the entire lifecycle of IT services, including design, development, creation, production and support. 

ITSM helps standardize IT processes, reducing IT costs and risks. It serves as the operational backbone for most organizations, improving IT governance and ensuring that businesses receive the necessary IT resources through repeatable, standardized workflows. 

What is IT Operations Management (ITOM)? 

IT Operations Management (ITOM) is responsible for the day-to-day operations of the IT infrastructure, which includes all technologies and applications. ITOM’s responsibilities are part of the IT service lifecycle and include managing change, application administration, process and function control, management of operations, control and measurement, and scalable practices 

ITOM monitors performance and the methods IT uses to manage its internal activities, ensuring the IT infrastructure runs smoothly and efficiently. 

Key Differences Between ITSM and ITOM 

While ITSM focuses on delivering IT services to users, ITOM is concerned with the internal operations of the IT infrastructure. Here are some key differences: 

• Scope: ITSM is user-centric, focusing on service delivery and support, while ITOM is infrastructure-centric, focusing on operational efficiency and performance. 
• Processes: ITSM involves processes like incident management, problem management, and service request management. ITOM involves processes like event management, performance monitoring, and capacity management. 
• Goals: The primary goal of ITSM is to ensure that IT services meet business needs and user expectations. The primary goal of ITOM is to maintain the health and performance of the IT infrastructure. 

The Benefits of Combining ServiceNow ITOM and ITSM 

Combining ITOM and ITSM can provide several benefits, including: 

• Enhanced Service Delivery: By integrating ITOM and ITSM, organizations can ensure that their IT services are not only delivered efficiently but also supported by a robust and well-maintained infrastructure. 
• Improved Efficiency: The combination allows for better coordination between service delivery and infrastructure management, leading to more efficient operations. 
• Reduced Risks: Standardized processes and proactive monitoring help in identifying and mitigating risks before they impact the business. 
• Increased Agility: Organizations can respond more quickly to changes and disruptions, ensuring continuous service delivery and operational stability. 

The Right ITOM/ITSM Mix to Maximize Customer Service 

ITOM and ITSM are two sections of the IT service value chain. Each solution helps companies meet similar goals, service the same client types, track overhead, and manage risks. It takes thought and effort on both sides to use ITSM and ITOM in conjunction, but it helps optimize agility and overall business value. The combination can provide powerful transformation for IT maturity and customer experience. 

Mergen and ServiceNow 

ServiceNow, by combining ITSM and ITOM, provides solutions that help companies meet similar goals, service the same client types, track overhead, and manage risks. This integrated approach ensures that organizations can develop an efficient strategy for managing their IT infrastructure, meeting, if not exceeding, customer demands. However, such a process is often complex, and partnering with a knowledgeable and skilled provider like Mergen might be the best route to implementing your new digitized customer service strategy. 

Mergen’s Case Study: Transforming IT Operations 

An enterprise technology client faced an overload of P1 and P2 incidents, straining resources and slowing response times. The lack of end-to-end service visibility led to inefficiencies and delays. 

Solution: Mergen integrated ITSM and ITOM through ServiceNow, implementing event correlation and deduplication to reduce incident noise by 50%. Automation of routine tasks saved 10,000 hours annually, boosting productivity. 

Results: 

• 67% Reduction in P1 and P2 Incidents 
• Increased Agility & Improved Service Quality 

By leveraging the combined power of ITOM and ITSM, Mergen created a more agile, reliable, and efficient IT operations environment, driving better business outcomes and customer satisfaction. 

We are a Houston, Texas-based IT consulting firm, specialized in offering comprehensive ServiceNow consulting and implementation services to businesses looking to optimize their operations. As a trusted ServiceNow consulting and implementation partner in Houston, Texas, Mergen also provides ServiceNow support, maintenance, advisory, customization, and optimization services. Connect with us to get started.