Observability, CMDB, and event response that actually reduce pages.
ITOM is where ServiceNow earns back its licence cost — or fails to. We rebuild CMDBs that stay accurate, configure Event Management that cuts alert noise, and wire AIOps correlation that holds up under production load.
IT Operations Management
ITOM (IT Operations Management) covers Discovery, Service Mapping, Event Management, and the AIOps layer above them — all anchored on a working CMDB. Without ITOM, ServiceNow is a ticketing system. With ITOM done right, it becomes the hub your SRE and platform teams run the estate from.
Fit signals.
- You have an observability stack (Datadog, Splunk, New Relic) but alerts still reach humans
- CMDB accuracy is 'fine' — but nobody trusts it for change impact analysis
- MTTR is creeping up despite investment in monitoring
- You're planning a cloud migration and need asset + service topology you can trust
- You've tried AIOps once and it generated a lot of false-positive incidents
Honest tradeoffs.
- You don't have a team to operate ITOM post-go-live — it's not set-and-forget
- Your environment is fully SaaS with no self-managed infrastructure (the value case is thinner)
What we deliver in ITOM.
Every capability below is practiced across multiple production engagements — not a scoping checklist.
Discovery & CMDB
- CMDB architecture + CI class design
- Discovery rollout (agentless + MID + cloud APIs)
- Service Mapping for business-service topology
- Data quality (Identification & Reconciliation rules)
- Source-of-truth integration — Terraform, ArgoCD, AWS Config
Event management
- Ingestion from Datadog, Splunk, Prometheus, vendor tools
- Alert correlation + deduplication rules
- Event-to-incident orchestration with suppression windows
- Impact analysis based on Service Mapping
AIOps
- Baselining + anomaly detection tuning
- Correlation groupings (text, topology, temporal)
- Auto-remediation playbooks with human-in-the-loop
- Metrics — MTTD, MTTR, alert-to-incident ratio, noise score
Cloud Operations
- AWS, Azure, GCP discovery and cost visibility
- Cloud Insights dashboards for FinOps reviews
- Container inventory (EKS, AKS, GKE)
- Serverless + function-level asset tracking
The shapes this work
usually takes.
CMDB rebuild
Typical: 10–14 weeks. Most common ITOM engagement. We fix the data model, discovery, and reconciliation before anything else.
Event Management rollout
Typical: 8–12 weeks. Connect monitoring tools, tune correlation, cut alert noise by 60–80%.
AIOps pilot → production
Typical: 12–16 weeks across two services. Start narrow, prove the delta, expand with evidence.
ITOM managed service
Monthly. Noise hygiene, CMDB quality monitoring, roadmap facilitation, upgrade management.
Pitfalls we've seen
and how we avoid them.
CMDB as archive
Data loaded once, never maintained. We make source-of-truth integrations a day-one rule, not phase-two stretch.
Correlation by hope
Default correlation rules left enabled; false positives erode trust. We tune rules to your actual topology before go-live.
AIOps as magic
Teams expect AIOps to fix their monitoring. It amplifies what's there — including the noise. Clean the source first.
Service Mapping neglected
Without mapped business services, impact analysis is guesswork. We do Service Mapping as part of every ITOM rollout.
Common questions about ITOM.
Sometimes. ITOM's value is correlation, CMDB-grounded impact, and service-mapped incidents — not metrics collection. Keep your observability tools; use ITOM to route, reduce, and orchestrate. If your SRE team isn't asking for it, you don't need it.
ITOM on your roadmap?
Thirty minutes with Rohan. Architecture sketch, candid second opinion, scope estimate — no slides.
Book the call