The webinar discusses the integration of IT Service Management (ITSM) and IT Operations Management (ITOM) to enhance efficiency, collaboration, and transparency in organizations. It addresses the challenges posed by siloed practices and emphasizes the importance of a unified approach for incident resolution, governance, and improved customer experience. Key recommendations for implementing ITSM-ITOM solutions include focusing on business impact, cost optimization, and clear ROI.

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ITSM & ITOM
ComingTogether
June 20th
, 2019David Roth
Dir. Solutions Marketing
OpsRamp
Daniel Cooper
Dir. Solutions Consulting
OpsRamp

2. © 2019 OpsRamp. All Rights Reserved.
In this webinar, we’ll explore:
• The cause and business impact of siloed ITSM and ITOM practices
• The benefits of improving integration, collaboration, and transparency across practices
• Identifying a better solution that’s right for your organization
• Selling your better solution into your business
Improving IT efficiencies, delivering improved customer experience,
and enabling innovation throughout your organization,
by bringing ITSM and ITOM practices together.
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SHARED GOALS
Up-time | Accessibility | Agility | Customer Experience
ITSM
IT Service Management
Service-oriented
The value chains of people, process, and
technology that work together to deliver
defined business outcomes and value
ITOM
IT Operations Management
Infrastructure-oriented
Manage the system health and uptime
of infrastructure components –
storage, servers, networks

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Wasted Spend Frustrated ITTeams Regulatory and Policy GapsLoss of Productivity
Siloed ITSM and ITOM functions
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Lack of visibility
across hybrid
environments
Delayed time to
detect and
resolve incidents
Unable to
determine
root cause
Ineffective
prioritization
incident alerts
Unable to define,
meet or
improve SLAs
Enterprise infrastructure
environments continues
to grow more complex
Domain expertise
have become more
specialized
Myriad number of
specialized monitoring and
management tools
Increasing customer
expectations and
business demands
CAUSERESULTIMPACT

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Bringing ITSM and ITOM together
• Contextualize alert floods and business services impacted
• Pinpoint and Isolate Root Cause of Incidents
• Prioritize response by impact and urgency
• Escalate incidents to the right teams
• Automate Incident Resolution
• Integrated ticketing and bi-directional communications
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Seamless integration allows you to be more proactive – detect and resolve incidents faster –
for supporting the business’ needs.
Integrate service and operational management for a more agile IT environment – reduce
MTTD and MTTR, reduceWIP and support the strategic needs of the business
✔ Transparency
✔ Simplification
✔ Collaboration
✔ Governance
✔ Clear Reporting

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Intelligent Incident
Integration & Management
Drive IT Efficiency and
Governance
Improve Customer
Experience
Power Business
Innovation
Required ITOM
Platform Features
Service Health Management
Unified discovery and intelligence across environments
Live Asset Inventory
Unified service performance and health dashboards
Visual workflows in service maps
AIOps Machine Learning
Intelligent correlation and consolidation of events
Noise suppression
Situational awareness
Incident Response
Integrated ticketing requests
Automated Escalations
Comprehensive Incident Collaboration
Policy Automation Scripts
Out of the box scripts
Customize scripts
Service Remediation
Enforce Process Governance
Automated Remediation Policies andWorkflow Scripts
Secure Infrastructure Access

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Next Steps:
7
Selling Your ITOSM Recommendation:
Think Like A Business Executive
Be clear about how the solution will:
• Help the business be more profitable
• Improve productivity and innovation
• Optimize costs
The financial impact of the solution
Identify Challenges and Key Criteria
• Business Needs – governance,
tracking and escalation policies
• Deployment Model – SaaS platform
allowing for continued innovation
• Bi-Directional Communication
between ITSM and ITOM platforms
• Event Correlation and Suppression
• Automated Incident Escalation and
Remediation
• Business Service Impact Analysis
• Ease of doing business – Licensing to
Deployment to Support
Time to Workshop
• Use Cases – Define and dive deep into your use cases.
• Tool Rationalization – Understand the current ecosystem of tools
used across teams and define a future state.
• Business Case – Build your Business Case with clear ROIs – making
the business value of the ITOSM solution very clear.

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OpsRamp – your Digital Command Center
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“OpsRamp takes the chaos out of infrastructure.”
- Mathew Campbell, VP Infrastructure Delivery, Epsilon
Intelligence
Event Management
Policy-Based Monitoring
Optimization
Resolution
Intelligent Notifications
Visibility
Business Context
Hybrid Infrastructure Management
ITSM integrations:

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Q & A
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Learn more:
www.OpsRamp.com/solutions/incident-management/
Follow us on:
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David Roth
Dir. Solutions Marketing
OpsRamp
Daniel Cooper
Dir. Solutions Consulting
OpsRamp

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Thank you