When ITOM is integrated with ITSM, processes like Incident, Problem, and Change Management become more efficient and IT as a whole becomes far more effective.
These are the conclusions of a new whitepaper by leading industry researchers Enterprise Management Associates Inc (EMA) prepared for ServiceNow.
The whitepaper notes the growing role for ITSM and the service desk in helping IT organisations evolve from their siloed past to a more service-aware future – a future capable of responding dynamically to meet the needs and challenges of rapidly evolving technologies and business models.
ITSM + ITOM and the art of making 1 + 1 = 3 (or more)
Most importantly, EMA’s research reveals the factors critical to successful implementation of ITSM initiatives and opening up ‘a new way of working. A new IT. And a new ITSM empowered by operations.’
Amongst the technology investments proven to be most critical in helping to spur IT toward a more service-aware way of working are a service-aware CMDB, with sufficient currency and outreach to support both operations and ITSM, and deployment of application discovery and mapping (ADDM).
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TESM are ServiceNow partners and industry practitioners in IT service management with in-depth experience in global financial services, retail, pharmaceutical and manufacturing industries. As specialists in ServiceNow architecture and implementation, we provide the expertise to unlock the capabilities of the platform to enable your enterprise to operate faster and be more scalable than ever before.