IT Operations Management
IT operations management is the day-to-day discipline of keeping IT infrastructure and services running: monitoring systems, scheduling routine jobs, responding to events, and maintaining the physical or cloud environment behind them. It exists so problems surface and get handled before users notice, instead of only after they complain.
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Intro
IT Operations Management
Every IT service sits on top of infrastructure that needs constant attention: servers that need patching, jobs that need to run on schedule, backups that need to complete, and alerts that need someone to look at them. IT operations management (ITOM) is the discipline that keeps that infrastructure running and keeps someone watching it.
The central mental model is run, watch, respond. Operations teams run routine work (scheduled jobs, backups, maintenance), watch the environment for signs of trouble (monitoring and events), and respond before those signs become incidents that reach users.
infrastructure and services
|
v
run routine work --> watch for events --> respond and hand off
(jobs, backups, (monitoring, (event correlation,
maintenance) alerting) escalation to incident
or problem management)
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Sources
- https://wiki.en.it-processmaps.com/index.php/IT_Operations_Management
Supports
- The ITIL v3 objective of IT Operations Management to monitor and control IT services and infrastructure
- Its role executing day-to-day routine operational tasks for infrastructure components and applications
- https://wiki.en.it-processmaps.com/index.php/IT_Operations_Control
Supports
- IT Operations Control activities of job scheduling, backup and restore, print and output management, and routine maintenance
- The IT Operations Manager and IT Operator roles carrying out this work
- https://wiki.en.it-processmaps.com/index.php/IT_Facilities_Management
Supports
- Facilities Management's objective to manage the physical environment housing IT infrastructure
- Its coverage of power and cooling, building access management, and environmental monitoring
- The Facilities Manager role as process owner
- https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation
Supports
- Service Operation's purpose to deliver IT services effectively and efficiently
- Event, incident, request fulfilment, access, and problem management as neighboring Service Operation processes
- Technical Management and Application Management as neighboring functions alongside IT Operations Control and Facilities Management
- https://wiki.en.it-processmaps.com/index.php/ITIL_Functions
Supports
- The definition of an ITIL function as an organizational entity with a special area of knowledge or experience
- Facilities Management, IT Operations Control, Application Management, and Technical Management as the functions referenced within Service Operation
- https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil4-practices-monitoring-and-event-management-3686
Supports
- The ITIL 4 Monitoring and Event Management practice purpose to systematically observe services and components and respond to detected changes of state (events)
- The practice's coverage of key concepts, success factors, processes, roles, and technology
- Target roles including IT specialists, operations managers, service managers, and system/database administrators
- https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-practitioner-service-configuration-management-3800
Supports
- The ITIL 4 Service Configuration Management practice purpose to provide accurate and reliable information about the configuration of services and configuration items when and where needed
- Its role maintaining a controlled, authoritative inventory of infrastructure components and their interdependencies
- https://www.servicenow.com/docs/bundle/xanadu-it-operations-management/page/product/it-operations-management/reference/r_ITOMApplications.html
Supports
- A current commercial ITOM tooling landscape spanning discovery/CMDB, cloud operations, certificate management, firewall management, and Kubernetes visibility under one ITOM umbrella
- https://www.redhat.com/en/topics/ai/what-is-aiops
Supports
- AIOps as an approach to automating IT operations with machine learning and other AI techniques
- Alert fatigue and unscalable manual triage as the problem AIOps addresses
- Data collection, processing, AI/ML analysis, and automated response as the stages of an AIOps platform
- Anomaly detection, predictive analytics, automated remediation, and orchestration as core AIOps capabilities