Self-service is a process by which end-users can find solutions and access resources independently. It was not so long ago that employees had to either write an email or approach a service representative in person to request a product or service or get an issue resolved. However, the modern workplace has evolved in such a way that self-service is key. One of the primary reasons is that offices are not just restricted to physical spaces anymore.

If your organization is looking to improve its IT service management (ITSM) and/or IT Operations Management (ITOM) capabilities, then it’s probably considering Artificial Intelligence for IT Operations, which is commonly called “AIOps.” But what is AIOps, and how will it help your IT organization’s IT management capabilities and, ultimately, business operations and outcomes? Let’s start with an AIOps definition.

As explained in the earlier “What’s ITOM?” blog, there are various definitions of IT Operations Management (ITOM). This variation has a knock-on for everything related to ITOM, including the relationship between ITOM and DevOps. This issue is further complicated when people and organizations have different views of what DevOps is and isn’t. Hence, we must start with a single definition for ITOM and DevOps.

This is an increasingly popular question for IT professionals. In part, this is driven by the need for organizations to use IT Operations Management (ITOM) in conjunction with more traditional IT service management (ITSM) because of the ever-increasing reliance on technology to enable business operations and outcomes. To help with your understanding, this blog explains what ITOM is, why it is needed, and what it entails.