Create customized reports on service items and analyze trends in service requests easily through Freshservice Analytics. Freshservice Analytics, saves time by drafting reports from scratch to get a complete overview of your service desk performance. Deep-dive quickly and easily using a quick filter in widgets.

In the modern enterprise, the terms IT service management (ITSM) and IT operations management (ITOM) are often used interchangeably. While they are both similar by nature, they have important differences as well. ITSM is focused on the development, delivery, and management of IT services. ITOM is more about the management of the processes that enable and govern those services. Effective ITOM seeks to optimize operational processes to achieve outcomes and meet or exceed metrics deemed important to the business.

Choosing an ITOM solution for your organization can be quite challenging. Unlike ITSM tools, which are built using best practice frameworks like ITIL as a reference, ITOM tools feature a variety of capabilities including: With so many features available, it can get confusing on what features to have and what to leave behind. To make that process simpler, here are some must-dos while selecting an ITOM solution.

As a modern organization scales, so does its software landscape. Automations that span multiple tools can become complex. Invoke actions in third-party apps right from Freshservice with the help of the Orchestration Center.

AIOps is about more than just IT operations: It encompasses DevOps, IT service management (ITSM), incident management, observability, support, security, and KPIs/priorities from business stakeholders. It’s about providing actionable insights into IT operations data—whether it is hybrid, cloud-based, or private data center–based. In this video, Stephen Mann sheds light on the concept of AIOps, what are its applications, and dives deep into how artificial intelligence can be leveraged to improve IT operations in your organization.

Discover key metrics to benchmark your IT team’s performance and gain insights on IT service desk excellence across employee experience, agent productivity, service desk efficiency, and scalability.

In this video, Stephen Mann talks about the relationship between IT operations management and DevOps, and what enterprises need based on their requirements. He also discusses how ITOM and DevOps help each other, and how the DevOps approach extends beyond the "application development to deployment" process.

In this IT Operations Management (ITOM) tutorial, Stephen Mann defines ITOM, breaks down ITOM concepts, why it's needed, how it stacks against ITSM, and what it offers to organizations. This is the first video in a 5-part series on IT Operations Management. Subscribe to our channel and stay tuned for a new ITOM episode every week.

Description: Find out what it means to adopt the ‘Anywhere Operations’ strategy, the challenges organizations face in adopting such a strategy, and practical situations where these can be implemented.