IT Operations Management (ITOM) Tools

IT Operations Management (ITOM) tools enable the processes and services undertaken by an organization's IT department, including completing administrative tasks, providing hardware and software support, managing policies and procedures to meet organizational needs and Service Level Agreements (SLAs), and delivering services for both internal and external clients. Effective ITOM ensures consistent availability, performance, and efficiency across an organization's systems, technology, processes, and services.

ITOM provides organizations with numerous benefits, including:

• Predicting issues,
• Minimizing user impact,
• Automating resolutions,
• Supporting modern DevOps,
• Enhancing data connectivity.

ITOM systems collect and analyze data from various sources, such as cloud monitoring platforms and IT Infrastructure Management (ITIM) tools, using AIOps and machine learning to reduce noise, identify anomalies, and avoid false positives. They help prevent issues before they occur, and minimize user impact by quickly identifying root causes and enabling collaboration across teams. Automation of cross-team workflows further eliminates manual processes, and ITOM supports DevOps and SRE teams by improving observability and incident response.

Key Features of IT Operations Management (ITOM) Tools

The key features and capabilities of ITOM tools include the following:

• Network Infrastructure Management: ITOM involves network management tools, which IT teams use to manage network infrastructure and ensure efficient, optimized operations, including setting up remote access, regulating external communications via firewalls, maintaining network security, and overseeing internal telephone systems.
  IT Help Desk: ITOM includes IT help desk functionality to provide technical support for employees, clients, and customers via phone, email, chat, or self-service portals.
• Incident Management: ITOM includes incident management, which consists of the processes and best practices IT teams use to respond to unexpected system events or service interruptions, as well as quickly restore services and minimize downtime.
• Data Backups & Disaster Recovery: ITOM includes backup and recovery, which involves IT teams creating copies of data and storing them securely to safeguard against loss or damage during a system failure or cyber-attack. This process also includes restoring the data to its original location or a secure alternative, ensuring it remains available for operational use.
• Service, Server, & Device Management: ITOM offers end-to-end service, server, and device management, which IT teams use to ensure that servers, virtual machines, and endpoints are patched, upgraded, and maintained while also managing IT assets such as desktops, tablets, and mobile devices.

Interested to check out more software products for IT teams? Explore our other IT-related software categories here:

• IT Service Management (ITSM)
• Remote Monitoring and Management (RMM)
• Cloud Management
• Patch Management
• Disaster Recovery