IT Operations Management

IT Operations Management (ITOM) is a complex, multi-vendor and multi IT area activity. Given the hundreds of tools from dozens of vendors in use in dozens of IT silos, along with hundreds of integrations – it’s a wonder we can manage IT at all. 

But of course, the need for reliable IT operations management is only rising with the growth of cloud and the emergence of artificial intelligence and the Internet of Things. At the highest level, ITOM is here to ensure that the critical services of the organization, the ones that drive the business, get delivered. This requires both Service Assurance and Service Delivery. 

Service Assurance means the service is available as planned, so our key activities include:

  • Reducing or eliminating downtime
  • Predicting and proactively avoiding service issues
  • Discerning and ensuring focus on critical items first
  • Driving effective end to end communication
  • Avoiding change related impacts

Service Delivery means reliably delivering new or enhanced services as planned and includes:

  • Accelerating service delivery
  • Driving consistent service outcomes
  • Improving service quality
  • Improving service portability

Our Approach

Many ITOM Service Assurance initiatives fail because they are only driven bottom up, and ultimately lack relevance. Evergreen’s approach leverages bottom up data and sources, but is really driven top down. We start at the critical enterprise applications – derive their business value KPIs, then link these to SLAs and OLAs as depicted below.

how metrics align your customers and providers

This approach starts simply with a few critical services linking the KPIs and SLAs / OLAs, then identifies the least amount of data needed (not the most) to effectively manage the service outcome, along with the best / most accurate source of that data.  Once defined, this is combined into a service owner’s dashboard where the service can be effectively managed on a day-to-day basis. 

management dashboard for expense management screenshot

Once successful with a small subset of key services - the approach, methodology and lessons learned can then be reliably and consistently applied, at low risk, to a broader set of services.


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