What is ITOM and AIOps?

27 July 2020

IT Operations Management (ITOM) and Artificial Intelligence for IT Operations (AIOps) (sometimes called ITOA) are often used interchangeably and whilst they are similar, there is a difference. ITOM is what makes AIOps possible. Its components, platforms & functionalities are what brings together the vision and capability of AIOps.

The main feature of AIOps is to provide continuous insights and improvements in hyper-scaled IT environments using big data and machine learning to eradicate legacy tools/platforms and human limitations. This can seem a little daunting, but don’t fear, the T-1000 is not here yet and AI is a long way from taking over the world!

What AIOps focusses on is using intelligence, learning and automation to improve the performance and stability of the big four; People, Applications/Platforms, Infrastructure & Networking and uses five core methodologies to do this.

AIOps ready platforms utilize big data, modern machine learning and other advanced analytics technologies to directly and indirectly enhance IT operations (monitoring automation and service) functions with proactive, personal and dynamic insight. ITOM Solution

AIOps itself, bridges three different IT disciplines:

  1. Service management
  2. Performance management
  3. Automation

AIOps Five core methodologies:

  1. Performance Baselining
  2. Machine Learning
  3. Anomaly Detection
  4. Automated Root Cause Analysis (ARCA)
  5. Predictive Insights

How do you start your AIOps journey?

To build a true AIOps function in your organisation, you will be required to implement platforms capable of providing:

  1. Application Performance Management (APM)
  2. Infrastructure Performance Management (IPM)
  3. Network Performance Management (NPM)
  4. Log Analytics

There is a plethora of platforms in the market place that are capable of giving your organisation the coverage in the areas that you need. Here are a few of our favourites:

  1. APM: AppDynamics
  2. APM: Dyantrace
  3. APM: Datadog
  4. IPM: Nagios WI
  5. IPM: Zabbix
  6. NPM: Solarwinds
  7. NPM: Datadog
  8. Logs: ELK
  9. Logs: Solarwinds Log Analyzer
AIOps platforms enable the concurrent use of multiple data sources, data collection methods, analytical (real-time and deep) technologies, and presentation technologies. ITOM Solution

Our organisation has all this data. What now?

Once your platforms have been set up and are providing you with useful events, metrics and logs, you will need a ‘master platform’ to ingest this data to enable thorough analysis of it. This will then drive either automation to resolve the issue or automated tasks for humans to review and action.

While this is a high-level view of ITOM/AIOps, we hope that it has helped your understanding of what it is and what is needed to achieve the vision that it carries. If you would like more information, please feel free to contact us or register for one of our upcoming ITOM Hubs or ITOM Workshops.

More insights

26 October 2020

Utility Week Live Online | 24-26 November 2020

We will be referencing industry stories with MD Phil Taphouse presenting a case study detailing how a large Water company transformed their IT Operations. The outcome was an estimated £6 million in annual savings, major increases in efficiency and significant reduction in MTTR...

30 July 2020

Heineken to introduce ITOM as a functional capability within their global service model

Heineken created a POC based on click share devices that were heavily used in multiple meeting rooms all over the UK. These were to be monitored via Solarwinds to give a centralised dashboard view in ServiceNow® with tickets automatically created and assigned with associated event logs....

29 July 2020

Thames Water takes control with a full IT and operations command centre with ServiceNow

In a radical move, Thames Water flipped its IT and operations model on its head. From allowing multiple suppliers to manage and report on every aspect of IT support and operations on its behalf, Thames Water took control of its IT operations and support. By bringing in the Now Platform for a service integration and management (SIAM) model, Thames Water is now defining how its suppliers work, managing performance, and tracking key business metrics....

28 July 2020

Understanding your Business Services and why you should bother

In days gone by IT didn’t know or care about for that matter, what the business did while they were locked away in their department (usually in the basement). They focused on providing ‘IT things’ to the business such as applications or hardware; however, in the modern day world, this simply won’t work....


ITOM Solution Podcast

Engaging content, guest speakers - check out the ITOM Solution Podcast!

ITOM Solution
The Shard
32 London Bridge Street
+44 (0) 207 648 2000
ITOM Solution
2803 Philadelphia Pike Claymont
+44 (0) 207 648 2000