IT Service Management (ITSM) and IT Operations Management (ITOM) are critical components of managing an organization’s IT infrastructure. While they serve distinct purposes, they are inherently interconnected and provide significant benefits when implemented together. By embracing the integration of these disciplines, organizations can achieve improved IT service quality, operational efficiency, and customer satisfaction.

Related blog: Atlassian vs. ServiceNow vs. Infraon – Choosing the Perfect IT Service Management Solution

5 reasons why ITSM and ITOM are important together


Seamless service delivery

Integrating ITSM and ITOM enables organizations to achieve seamless service delivery. ITSM focuses on managing and delivering IT services to end-users, ensuring their needs are met efficiently. ITOM, on the other hand, focuses on managing and optimizing the underlying IT infrastructure and operations.

When these two disciplines work together, it ensures a holistic approach to service delivery, enabling IT teams to align IT services with the underlying infrastructure, resulting in improved service quality and customer satisfaction.

Proactive problem management

By combining ITSM and ITOM, organizations can proactively identify and address IT issues before they escalate into major problems. ITOM provides visibility into the IT infrastructure, allowing IT teams to monitor performance, detect anomalies, and identify potential issues.

These insights can then be integrated into the ITSM process, enabling proactive problem management. The ability to identify and resolve underlying infrastructure issues before they impact end users helps minimize downtime, improve system stability, and increase overall productivity.

Efficient change management


Change management is a critical aspect of IT operations, as it ensures that changes to the IT environment are planned, tested, and implemented smoothly. When ITSM and ITOM are integrated, change management processes become more efficient.

ITOM provides insights into the impact of proposed changes on the IT infrastructure, allowing IT teams to assess risks and plan accordingly.

ITSM then facilitates the coordination and communication required for seamless change implementation. The synergy between ITSM and ITOM ensures that changes are implemented with minimal disruption, reducing the potential for errors and enhancing IT service reliability.

Enhanced incident and problem resolution

ITSM and ITOM integration significantly improves incident and problem resolution processes. ITOM provides real-time monitoring and alerts, enabling IT teams to quickly detect and diagnose issues within the IT infrastructure. These alerts can trigger incident management workflows in ITSM, ensuring timely ticket creation, assignment, and resolution.

The integration allows IT teams to correlate incidents with underlying infrastructure issues, facilitating faster problem resolution. By connecting incident management with ITOM, organizations can reduce Mean Time to Repair (MTTR), enhance incident response times, and minimize business impact.

Data-driven decision making

Integrating ITSM and ITOM provides organizations with a wealth of data that can be leveraged for data-driven decision-making. ITOM generates insights into infrastructure performance, resource utilization, and capacity planning.

These insights, when combined with ITSM data on service requests, incidents, and service levels, provide a comprehensive understanding of the IT environment. By analyzing this data, organizations can identify areas for improvement, optimize resource allocation, and make informed decisions to enhance IT operations and service delivery.

Ivanti vs. Servicenow vs. Infraon

Ivanti, ServiceNow, and Infraon are key players in the IT solutions market, offering comprehensive features and functionalities. So, let’s look at a comparative analysis of these three solutions and examine their key strengths, capabilities, and suitability for organizations in 2023.


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Ivanti is a comprehensive IT management platform that combines IT service management (ITSM) and IT operations management (ITOM) capabilities. Ivanti offers a wide range of features, including incident management, problem management, change management, asset management, and configuration management. Its robust ITSM functionalities enable organizations to streamline service requests, manage incidents efficiently, and optimize change processes.

Ivanti’s ITOM capabilities provide enhanced visibility and control over IT infrastructure, allowing organizations to proactively monitor and manage their systems. With its unified interface and automation capabilities, Ivanti helps organizations improve operational efficiency, reduce costs, and enhance service delivery.

Additionally, Ivanti’s integrated security features help organizations ensure compliance and protect against potential cybersecurity threats. Their strength lies in a comprehensive approach to ITSM and ITOM, making it a suitable choice for organizations looking for an all-in-one solution.


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ServiceNow is a leading cloud-based platform that offers a wide range of ITSM and ITOM functionalities. It provides a centralized hub for managing IT services, assets, and operations. ServiceNow’s ITSM capabilities include incident management, problem management, change management, and service catalog management. These features enable organizations to streamline their IT service processes, automate workflows, and enhance collaboration among teams.

ServiceNow’s ITOM functionalities focus on optimizing IT operations through capabilities such as event management, performance analytics, and infrastructure discovery. Their strength lies in its extensibility, allowing organizations to leverage the platform for enterprise service management beyond IT, including HR, customer service, and facilities management.

With its robust service management capabilities, scalability, and extensive integration options, ServiceNow offers organizations a comprehensive solution to manage ITSM and extend their service management capabilities across the enterprise.


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Infraon is an emerging IT solutions provider that specializes in IT operations management (ITOM). Infraon’s platform offers features such as incident management, problem management, change management, and service level agreement (SLA) management. It focuses on simplifying IT operations and providing organizations with an intuitive and user-friendly experience.

Software Asset Management

Their strength lies in its flexibility and customization options, allowing organizations to align the solution with their specific IT processes and workflows. The platform supports automation, enabling organizations to streamline IT operations, improve response times, and reduce manual effort.

Infraon positions itself as a cost-effective option, particularly for small and mid-sized organizations, offering competitive pricing and a focus on delivering value for money. While Infraon may have a smaller ecosystem compared to Ivanti and ServiceNow, it caters to organizations seeking a simplified and tailored IT operations management solution.

Comparative Analysis: What to Consider During the Selection

Functionality and Customization

Evaluate the specific ITSM and ITOM functionalities offered by each solution and assess their alignment with your organization’s requirements. Consider the customization options available to tailor the solution to your specific processes and workflows.

Scalability and Flexibility

Consider the scalability and flexibility of the solutions to accommodate your organization’s growth and changing IT needs. Assess whether the solutions can adapt to evolving requirements and handle increased workloads effectively.

Integration Capabilities

Evaluate the integration options offered by each solution to ensure seamless connectivity with your existing IT systems and tools. Consider the ease of integration and the range of supported integrations to enhance your IT operations.

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User Experience and Adoption

Assess the user experience of each solution, including the intuitiveness of the interface, ease of use, and availability of training and resources. A solution that is user-friendly and promotes user adoption can significantly impact the success of your IT operations.

Total Cost of Ownership

Consider the total cost of ownership, including licensing, implementation, maintenance, and support costs associated with each solution. Evaluate the pricing models and support offerings to ensure they align with your organization’s budget and support requirements.

Related article: Asset Panda vs. Asset Tiger vs. Infraon


Ivanti, ServiceNow, and Infraon are prominent IT solutions providers that offer comprehensive features and functionalities for ITSM and ITOM. While Ivanti provides a comprehensive ITSM and ITOM platform, ServiceNow offers an extensible cloud-based solution for ITSM and enterprise service management. Infraon focuses on simplifying IT operations with its user-friendly platform.

By thoroughly evaluating the functionality, customization options, scalability, integration capabilities, user experience, and total cost of ownership, organizations can select the most suitable solution to optimize their IT processes and drive efficiency in 2023.

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