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
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
Many ITOM Service Assurance initiatives fail because they are only driven bottom up, and ultimately lack relevance. Evergreen’s approach leverages
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
Once successful with a small subset of key services - the approach,
Staying Ahead of the Game: Continuous Improvement and Innovation in IT Services