The document discusses the integration of IT Service Management (ITSM) and IT Operations Management (ITOM) to enhance service excellence and drive digital transformation. It outlines the benefits of unifying ITSM and ITOM, such as eliminating service outages and empowering end users, while also detailing scenarios for achieving these outcomes. Key takeaways emphasize the need for coordination between ITSM and ITOM practices to improve IT maturity and user experience.

1. © Axios Systems PLC 2019
How to unlock service excellence
with unified ITSM & ITOM
With:
George Spalding, ITSM expert and EVP at
Pink Elephant
&
Laura Herr, ITOM Product Manager at Axios
Systems

2. © Axios Systems PLC 2019
Coverage
❑ What is IT Operations Management?
❑ Drivers for unified ITSM & ITOM
❑ What is IT Service Management?
❑ Unified ITSM & ITOM scenarios and benefits
▪ Eliminate service outages
▪ Shift left
▪ Digital transformation
❑ Key Takeaways
❑ Next steps
❑ Questions & Answers

3. © Axios Systems PLC 2019
What is IT Operations Management?
ITOM
Monitoring & PerformanceEndpoint Management
Software Hardware
IT Asset Management

4. © Axios Systems PLC 2019
Digital transformation
Change agility Efficiency Security
Enable rapid digital
transformation through a
holistic approach to
services, infrastructure and
operations.
Respond to change faster
(and reduce risk) with better
coordination between
elements of IT.
Transform IT with end-to-end
automation of previously
disjointed services and
operations to reduce waste
Get a complete view of your
assets, end points and
vulnerabilities. Apply multi-
layered security.
Holistic visibility
Let people see the whole
environment—empower roles
with broad visibility.
High availability
Harnessing intelligent
automation to eliminate
service outages and
increase resilience.
WHY? Drivers for unified ITSM &
ITOM

5. © Axios Systems PLC 2019
Business
analysis
Change
control
Problem
management
Service catalog
management
Service
design
Availability
management
Capacity and
performance mgmt
IT asset
management
Monitoring and
event management
Release
management
Incident
management
Service validation
and testing
Service continuity
mgmt
Service
desk
Service request
management
Service level
management
Service management practices
General management practices
Technical management practices
Deployment
management
Infrastructure and
platform management
Software development
and management
What is IT Service Management?
(ITIL 4 practices)
Architecture
management
Relationship
management
Strategy
management
Supplier
management
Knowledge
management
Portfolio
management
Project
management
Service financial
management
Measurement and
reporting
Workforce and
talent management
Risk management
Information
security mgmt
Organizational
change mgmt
Continual
improvement
Practices that should be
part of ITOM
Practices that are already
part of ITOM
General Management
Practices: Span both ITSM
and ITOM
Service
configuration mgmt

6. © Axios Systems PLC 2019
ITOM Benefits
Be Aware
Empower
Respond
Deliver

7. © Axios Systems PLC 2019
• Reactive
• Ad Hoc
• “Avoiding
Downtime”
• Reactive
• Stable IT
• Request
Driven
• Change
Management
and Planning
• “Keeping IT
Running”
• Proactive
• Accountable
• Increased
Monitoring
• Formal
Change
Management
• SLA’s
• Improvement
• Predictability
• “Quality
Driven”
• Proactive
• Optimizing
Costs and
Quality
• Agile
• Self Assessing
and
Continuous
Improvement
• “Taking the
Lead
Basic Standardized Rationalized Dynamic
ITOM Maturity

8. © Axios Systems PLC 2019
SCENARIO #1:
ELIMINATE SERVICE
OUTAGES
SCENARIO #2:
SHIFT LEFT
SCENARIO #3:
DIGITAL
TRANSFORMATION
HOW? - Unified ITSM & ITOM
scenarios and benefits

9. © Axios Systems PLC 2019
6
Intervene Intelligent Alerting
& Prioritizing
Map Infrastructure
to Services
1
Keep Current
`2
View Business
Service Health
`3
Address Root
Cause of Issue
`4 `5
Eliminate Service Outages
• Achieve high-availability services
• Improve employee
productivity/customer satisfaction
• Avoid losses of $72,000 per hour of
downtime

10. © Axios Systems PLC 2019
3
Empowered End Users
Empowered
Service Desk
Intelligent
Automation
`2
Shift left – Empower agents and end
users
1
• Open up specialist knowledge siloes
• Move knowledge and tools from ITOM to service desk and user community
• Empower rapid, decisive action earlier to reduce impact and costs

11. © Axios Systems PLC 2019
5
Track &
Manage Assets
Report Across the
Enterprise
Provide Easy
One-Stop
Access
1
Speed &
Automate Delivery
`2
Tailored to Each
Department (Themes)
`3 `4
5
Digital transformation
• Harness digital interaction, end-to-end
automation, and enterprise-wide analytics
to transform IT
• Transform the IT customer experience

12. © Axios Systems PLC 2019
Key Takeaways
❑ ITSM & ITOM share common goals, customers, costs, and risks.
❑ ITSM & ITOM are two parts of the IT value "machine". When the parts of any machine don't work
together, the machine doesn't work.
❑ ITSM, as defined by ITIL 4, overlaps with ITOM but organizations need to go further to ensure a
complete and optimized fit.
❑ Unifying ITSM and ITOM requires thought and effort from both sides, but the benefits are
transformational to IT maturity and the end user experience.

13. © Axios Systems PLC 2019
Next Steps
❑ Next Webinar in the ITSM and ITOM series: 23rd of July, 3pm UK
❑ Gartner report: “IT Operations Management 2025: Shift to Succeed” http://bit.ly/itom2025
❑ Meet us at:
❑ BMPK19, 20-24 May, Seeheim-Jugenheim, Germany
❑ itSMF UK, 18-19 November, London, UK
❑ IT Management Forum 2019, 4 June, Moscow, Russia
❑ Schedule a follow-up meeting
❑ axiossystems.com/contact-us

14. © Axios Systems PLC 2019
Questions & Answers
❑ More Questions: kirstie.lingel@axiossystems.com
❑ Pink Elephant: https://www.pinkelephant.com
/company/axios-systems /axios.assyst
/axiossystems
info.axiossystems.com/blog
@Axios_Systems