IT Operations Management

by Kishan Tambralli

IT Operation Management is the primary branch of the service Operation Module of ITIL processes. ITOM is accountable for administrating the capacity, performance, and accessibility of the resources utilized in the organization’s IT infrastructure.

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ITOM, IT Operation management, Operation Management

IT Operation management ITOM alludes to managing all the technical components and application needs within the organization. IT Operation Management contains IT Framework Provisioning, power management cost-optimum monitoring activities, performance, security, and availability management for all IT framework and resources.

The ITOM is best for the business that follows the ITIL framework. The objective of ITOM is to administer and control IT services and infrastructure that aids in executing the routine activities necessary to assist the operation of applications, services, and technical hardware components.

Responsibilities and functions of IT Operation Management:

As a business, they tend to expand their IT infrastructure and implement applications. For this purpose, IT operations managers take charge of the responsibilities to execute the applications. They will eventually be responsible for assuring that all the applications and services are strong and accessible for utilization by the business.

To accomplish this, IT operations managers execute management functions in three major service areas they are:

1.Network Infrastructure Management:

Network Infrastructure consists of all the facilities required to deliver internal and external transmissions for the business. The establishment of networks remotely, handling internal telephony networks, governing communications with external servers through firewalls, and administrating network security falls under this category.

2.Computer Operations and Help Desk Support:

ITOM consists of helpdesk services, for instance, incident feedback, event feedback, and request contentment. IT operations managers are accountable for scheduling and handling data back-ups, transmitting information about occurrences and network interruptions to users, monitoring the initiation and provision of user-profiles and system accessibility, and executing disaster recovery procedures for the IT business.

3.Server and Device Administration:

Besides administrating network frameworks within the IT organization, ITOM managers also manage servers and network devices. IT Operations managers perform a major role in the business's server functions that incorporate maintenance, fixing, and updating servers. IT Operations manager might also be in charge of supplying IT facilities such as desktops, laptops, mobile phones, tablets, etc., to users to ensure that applications have accessibility to the storage space required to function appropriately.

ITOM V/s ITSM: Similarities and Differences:

The two terms ITOM and ITSM are often referred to to to and frequently used to delineate management strategies for department information Technology departments. These two terms are not quite indifferent to each other.

1.IT Operation Management (ITOM): is included in the ITSM framework, so in that context, ITOM is indeed a branch of ITSM’s operations. As for IT operations managers, their emphasis is on accomplishing day-to-day rations allied with the functioning of the on's existing in the organization's infrastructure elements and applications. These tasks and duties are part of the “Service Operation” phase of the IT service life cycle.

2.IT Service Management (ITSM): applies to all the activities that an organization functions to control and administer IT services throughout their life cycle, which comprises strategic planning, design, building, service functions, and continuous service improvement. The industry leader’s class of ITSM proven methodologies, which are known to be the frameworks, explain the service lifecycle approach in depth that provides a structured process for efficient management at each phase.

ITOM, ITOM Process, IT Operation Management, Operation management


To look more closely at the ITSM v3 Service Operation guide, there are eight approaches that the IT operations managers function. The roles and responsibilities of IT ops managers in administrating the service operation phase of the lifecycle process must be maintained for the effective functioning of service in conformity with the ITIL structure. The eight processes are stated below:

  1. Occurrence management
  2. Incident administration
  3. Request completion
  4. Access administration
  5. Issue management
  6. IT operations handling
  7. Facilities administration
  8. Application administration
  9. Technical management

Processes such as occurrence and incident Issue management and request completion are administered by the IT service help desk, which IT Operations Teams manage. IT operations control comprises the day-to-day tasks and maintenance of the IT infrastructure, while facilities management emphasizes the administration of information centers' physical environment. The aspects covered under ITOM are Access management, application, and technical management.

The conclusion to withdraw from ITIL V/s ITSM processes is that:

  • ITIL is a leading structure for ITSM processes.
  • ITIL provides management support to the five phases of the IT service lifecycle: Service technique, Service design, Service Modulation, Service Functioning, and Constant Service   Enhancement.
  • ITOM comprises the methodologies included in the Service Operation handbook of the ITSM framework, which consists of techniques usually administered by the service center.
  • IT Operations Management is a subset discipline of ITSM that concentrates on the service lifecycle process's Service functioning aspect.

IT Operations Management Challenges:

Businesses and organizations of all sizes pursue to embrace new technologies, for instance, cloud-based computing services as (SaaS, PaaS, IaaS, etc.) computerization and the Internet of Things (IoT), IT organizations are challenged to amend their operations and management processes and methodologies to deliver services in a dynamic competitive environment. As businesses expand their IT infrastructure, the IT Operations managers face major challenges to satisfy the business's performance, protection, and cost-effectiveness.

The major challenges faced by IT Operations managers are noted below:

  1. Insignificant Visibility of IT Architecture
  2. Gradually diverse Technology and Systems
  3. Predicament scaling operations

ITOM Scope:

Every business or organisation is more dependable on available, trustworthy, secure, and extremely efficient IT to perform business operations. The ability to supply high-end business-class” IT is completely contingent on IT professionals' capability to administer functions appropriately. In particular, IT professionals are accountable for determining, prioritising, successfully implementing, and administering the functions that push operational activities and responsibilities. Effectual ITOM approaches and solutions empower IT professionals to accomplish these goals expeditiously and consistently.

ITOM:  Advantages to Business:

  1. Greater Process Clarity, Better Process Implementation.
  2. A base for Digital Revolution