IT Operation Management

Enabling businesses to streamline their IT operations by providing end-to-end visibility and IT processes automation, which leads to improved communication and a more cohesive approach to IT operations.


ServiceNow ITOM Implementation

While Cloud and DevOps enable greater agility, they also introduce increased complexity due to their dynamic nature. Hence, detecting and resolving issues only after they have already affected users is no longer sufficient. ServiceNow ITOM allows you to:

  • Elevate your IT maturity level by transitioning from a reactive and responsive model to a proactive and self-healing one.
  • Aelum Consulting enables you to leverage the power of AIOps and machine learning to eliminate silos, reduce friction, improve process automation, and enable a continuous improvement cycle.

Value-Driven ITOM Implementation

  • Reduce P1/P2 Incidents

    We empower your ops teams with the tools and capabilities they need to proactively manage their IT environment and reduce the likelihood of P1/P2 incidents.

  • Improve MTTR

    We provide you with the tools and capabilities necessary to automate incident management and monitor critical IT services and applications in real time.

  • Spot Service Degradation

    Allowing you to identify performance issues in real-time through data visualization, empowering you to take proactive steps to prevent similar issues from happening again.

  • Automate Resolutions

    Reducing recovery times by swiftly deploying insights-based solutions and streamlining recurring tasks with pre-configured playbooks and a comprehensive knowledge base.

IT Consulting

Implementation Methodology

Connecting Your Vision to Implementation

We help you identify which IT operations you want to manage with ITOM, what outcomes you hope to achieve, and how you plan to measure success. It helps in aligning the business processes and their related CIs, and creating accurate representation of the IT estate within the CMDB

Using Scale Up Approach

To avoid overwhelming teams with too much data and derailing discovery projects, we focused on the business services and associated CIs that matter most to your enterprise. We limit discovery schedules to smaller, more manageable IP ranges and validate incoming data meets expectations.

Sourcing Data Across Ecosystem

Some CI types may not be suitable for discovery using ServiceNow due to factors like security or network constraints. To overcome this, we help you assess your current toolsets and explore the possibility of using them in tandem with ServiceNow Discovery to gather additional data from these sources.

Measure and Improve

We keep monitoring the performance of ITOM and making any necessary adjustments to ensure it continues to meet your objectives and deliver the outcomes you need. This involves regular reporting and analysis, as well as ongoing training and support for end-users.

Leverage Single Platform for ITOM

Frequently Asked Questions

If you intend to self-implement ServiceNow ITOM, it is crucial to ensure that your platform team possesses the knowledge and skills beforehand. For this reason, many ServiceNow ITOM customers opt to collaborate with a partner with ITOM implementation experience rather than attempting it themselves.

Here are a few reasons why our expertise in implementing ServiceNow ITOM is necessary:

  • Configuring and customizing the ServiceNow ITOM modules requires a deep understanding of the platform and its capabilities. Without this expertise, it can be challenging to set up and configure the modules to meet your specific requirements.
  • ITOM modules such as Discovery, Service Mapping, Event Management, and Orchestration are complex and require specialized knowledge to set up and maintain. It is important to have expertise in these modules to ensure that they are correctly configured and optimized to improve IT service delivery.
  • ServiceNow ITOM also involves integrating with other systems and tools, such as monitoring and logging tools, which can be challenging without specialized knowledge. Expertise is needed to ensure that the integrations are correctly set up and functioning optimally.
  • Lastly, ServiceNow ITOM is a critical component of IT service management and can impact the entire organization’s performance. With Aelum Consulting, you can ensure that your IT services are reliable, responsive, and aligned with your business goals.

Configuration Management Database (CMDB) in ServiceNow ITOM is a repository that stores information about the IT assets and infrastructure within an organization. It is a central location for all configuration items (CIs), which are the assets, applications, and services that comprise an IT environment.

The CMDB allows IT teams to manage and track CIs, their relationships, and dependencies. It provides a complete picture of an organization’s IT infrastructure and helps IT teams to make informed decisions regarding change management, incident management, and problem management, which is critical for IT teams to manage service availability and performance, reduce mean time to repair (MTTR), and improve overall service delivery.

ITOM predictive AIOps (Artificial Intelligence for IT Operations) is a technology that uses AI and ML algorithms to analyze data and detect patterns within an organization’s IT infrastructure.

Predictive AIOps in ITOM can help IT teams to:

  • Anticipate and prevent issues: It can predict potential issues by analyzing historical data, real-time data, and patterns to identify anomalies that could lead to service disruptions.
  • Reduce MTTR: Predictive AIOps can help IT teams quickly identify the root cause of issues and reduce the Mean Time to Repair (MTTR) by providing suggestions for remediation.
  • Optimize IT operations: By automating processes and predicting potential issues, IT teams can optimize their operations, reduce manual intervention, and focus on more strategic initiatives.
  • Improve service delivery: By proactively identifying and preventing issues, IT teams can improve service delivery, reduce downtime, and enhance customer satisfaction.

ITOM Governance in ServiceNow is a set of policies, procedures, and guidelines that organizations can use to manage their IT infrastructure, resources, and operations effectively. It helps organizations to align their IT operations with their business goals, improve service delivery, and reduce risk.

The following key areas are part of ITOM Governance:

  • Policy Management: Defining and enforcing policies for IT operations, such as security, compliance, and change management policies.
  • Risk Management: Identifying and assessing risks associated with IT operations and taking appropriate measures to mitigate them.
  • Compliance Management: Ensuring that IT operations comply with regulatory requirements, such as HIPAA, PCI DSS, and SOX.
  • Performance Management: Measuring and monitoring IT operations to ensure they meet performance goals and service level agreements (SLAs).

With ServiceNow ITOM, you can discover and manage a wide range of IT infrastructure components, including:

  • Network devices, such as switches, routers, firewalls, load balancers, and wireless access points.
  • Physical and virtual servers, including their operating systems, applications, and configurations.
  • Storage devices, such as storage area networks (SANs), network-attached storage (NAS), and disk arrays.
  • Databases, such as Oracle, SQL Server, MySQL, and PostgreSQL.
  • Applications running on servers and cloud infrastructure, including custom-built and third-party applications.
  • Cloud infrastructure, such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP).
  • Containerized infrastructure, such as Docker and Kubernetes.
  • IoT devices, such as sensors, cameras, and other connected devices.
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