IT operations management (ITOM) refers to the administration of all technology components and application requirements within an organization. ITOM includes the provisioning of IT infrastructure, capacity management, cost-control activities, performance and security management and availability management for all IT infrastructure and assets.
For organizations that follow the ITIL® framework of best practices for IT Service Management (ITSM), the ITOM process is described in the IT Operations Control book of ITIL 2011. The objective of ITOM under the framework is to monitor and control IT services and infrastructure and to execute the routine tasks necessary to support the operation of applications, services and hardware components.
As an enterprise organization expands its IT infrastructure and application deployments, IT operations managers take on responsibility for a growing catalog of services. IT Ops are ultimately responsible for ensuring that all services and applications are stable and available for use by the business. To achieve this, ITOM professionals perform management tasks in three key service areas.
Networking infrastructure includes all of the equipment necessary to provide internal and external communications for the business. Setting up remote access networks, managing the internal telephone system, regulating communication with external servers via firewalls and maintaining network security are examples of tasks that fall under this category.
IT operations management includes the management of help desk services, such as incident response, event response and request fulfillment. IT operations managers are also responsible for scheduling and managing data back-ups, communicating information about incidents and network outages to users, controlling the creation and provision of user profiles and system access, and implementing a disaster recovery plan for the IT organization.
With ManageEngine OpManager, get end-to-end visibility and analytics of network infrastructure including local devices, wireless network, WAN links, non-computing devices like printers and even access points. OpManager also provides integrated troubleshooting capabilities with planning and configuration management.