IT Operations Management (ITOM) represents “all the tools needed to manage the provisioning, capacity, performance, and availability of the computing, networking and application environment”. In other words, ITOM is responsible for the smooth functioning of all IT services that support a business.
Effective ITOM should optimize operational processes through an integrated, service-focused approach that maximizes quality and drives efficiency. ServiceNow ITOM platform is a comprehensive solution that improves the overall quality and efficiency of service delivery for customers and end-users.
Here are some best practices for successful ITOM implementation:
Having multiple MID servers
The MID (Management, Instrumentation and Discovery) server is running a lot of operations at the same time and can get overwhelmed, like when the server is trying to run Orchestration and Discovery activities at the same time. It is a good idea to have more than one MID server, which will help balance this load and provide smoother operations overall.
Using multiple tools to populate the CMBD
The Configuration Management Database (CMDB) needs to be as complete as possible to effectively deal with incident, problem and change management. The Discovery tool is best suited to populate the CMDB with data on various IT assets (additional ITOM functionality also depends on Discovery, like Service Mapping and Event Management). Many other tools can be integrated with ServiceNow, such as Microsoft SCCM, Microsoft InTune, HP Operations Manager, IBM BigFix, Jamf, Tanium etc.
The Event Management tool gathers and analyzes data from all monitoring tools, displaying information about any performance issues in a centralized dashboard. Simply connecting Event Management to the monitoring tools will result in a barrage of alerts that can be overwhelming to process, which is why alerts should be prioritized based on their importance to the business. Decide which alerts should be set to instant updates and go from there.
Increasing productivity with Orchestration
Orchestration automates business processes within a workflow, relieving the burden on ITs time and resources. Using integration capabilities, you can manage a workflow that originated outside ServiceNow, partnering with other services like Microsoft PowerShell, REST etc. You can leverage Orchestration in a workflow and eliminate repetitive and laborious processes.
Giving time for implementation
It’s important to remember that ITOM implementation is a hands-on process that involves a lot of setup and configuration. This is why the process will probably take longer than initially anticipated. Make sure to be realistic with deadlines and budget the appropriate time and resources. Building a cross-functional team can help in better assessing business priorities and addressing them.
Working with an experienced provider
Whether your business is looking to improve processes and build new capabilities, or is just starting to use ServiceNow, our experienced team of professionals is ready to assist. ABIT Puresoft provides customized ServiceNow ITOM solutions to streamline your IT, manage risks and protect your brand reputation. To learn more about them, contact us at firstname.lastname@example.org.