Looking Deeper into ITOM

Digest some of the trends and techniques operating in today’s tech market and ensure a range of benefits for your software with a thought-out approach to IT operations management (ITOM).

Among all of the countless abbreviations in the IT vocabulary, ITOM is looming in the front rows. IT operations management (ITOM) software is intended to represent all the tools needed to manage the provisioning, capacity, performance and availability of the computing, networking, and application environment. Gartner divides the ITOM market into 10 major segments:

  • DBMS
  • Application management
  • Availability and performance
  • Event, fault and log management
  • Network management
  • Configuration management
  • IT services desk and IT help desk
  • Asset management
  • Job scheduling
  • Other ITOM (which refers to output management software) for tools used to manage hardware peripherals, such as printers.

Having accumulated vast experience in how to operate the IT services, perform effective release management, and choose tools for particular situations, at SoftServe we break down IT operations management into two core directions:


Application performance management is a set of infrastructure and service monitoring solutions, from health hardware up to complex systems with real-time data analysis.

Configuration management covers infrastructure and IT process automation solutions that allow IT organizations to automate service delivery process starting from source code compilation and ending up with effective continuous deployment and delivery.

Top Trends Ruling IT Operations Management (ITOM)

Before building your infrastructure management application, digest some of the trends and techniques operating in today’s market.

Automation First

Modern environment management tools and suites are expected to provide outstanding automation capabilities. Trend let me do that in one click is driving IT organizations to higher operational efficiency, lower resource utilization, and better performance. Usage of environment-mature automation tools leads to a significant decrease in client acquisition cost for enterprises that offer multi-tenant products and services. This makes customer base grow and thus, increases company’s revenue.

Monitoring = Quality Control

State-of-the-art monitoring systems are designed not only to collect tons of metrics and perform their analysis, either automated or manual: one of the critical roles these systems play is carrying out a continuous quality control (CQC) of the applications your clients run, especially the ones on a 24/7 basis. CQC is the ability to run automated tests over production live environment making sure everything operates well at a particular moment. It’s always better to discover an issue before your clients do that.

Integral Application Management Platform

We are in a so called API-driven era when all applications, tools, and services are supposed to have an open interface used to communicate with each other. For example, I want to write an automated scenario which calls deployment module to start an application and then goes to monitoring facility to register recently deployed service and start collecting important productivity metrics. The IT operations management tool you design should have an ability to talk to open interfaces, but also has to provide its own one.

Data Science Drives IT a Step Closer to Artificial Intelligence

Collecting application performance metrics is needed not only to see when a server is down or cluster capacity is exhausted. It is a source of very important statistical information, and if processed in a right way, it causes automated decision-making to happen.


The role of IT operations management consists of performing continuous activities as well as control and maintenance of the IT infrastructure so the services can be delivered and supported in accordance with the settled service level agreement. Applying SoftServe’s approach to ITOM products and building them in a thought-out way, you ensure a range of benefits for your software – from painless integration with public and private cloud platforms through comprehensive application log file analysis to tight integration of monitoring system with custom applications.