Question 1

What's the difference between ITSM and ITOM?

Accepted Answer

ITSM is how people ask for help and how your team responds: incidents, requests, changes. ITOM is the work behind it: discovering what you run, mapping how it connects, watching it, and fixing problems, often before anyone raises a ticket. Both share one CMDB, so we usually implement them on the same platform.

Question 2

Is there a Gartner Magic Quadrant for ITOM?

Accepted Answer

No single one. Gartner covers IT operations across several reports. The closest current Magic Quadrant is the 2026 Magic Quadrant for Observability Platforms, which evaluates the monitoring tools whose signals feed event management.

Question 3

What happened to Device42?

Accepted Answer

Freshworks acquired Device42, and its discovery and dependency mapping now ship as part of Freshservice. We implement it, as we did for FUJIFILM Healthcare across OT and IT assets.

Question 4

Do we need a discovery licence to have a good CMDB?

Accepted Answer

Not always. Discovery keeps a CMDB current with the least effort, but you can also populate it from cloud APIs and the systems you already have. For McDonald's Saudi Arabia we built the ServiceNow CMDB from their in-house asset system, with no extra discovery licence.

Question 5

How do you reduce alert noise?

Accepted Answer

We remove duplicates and flapping alerts, respect maintenance windows, group related events using the service map, and set priority by the impact on a business service rather than by the tool that raised it. Then we keep tuning the rules against real traffic.

Question 6

Which monitoring tools can you connect?

Accepted Answer

Datadog, Dynatrace, Grafana, New Relic, Elastic, Splunk, Prometheus, Azure Monitor and AWS CloudWatch are the most common, plus network, container and on-call tools. We use native connectors where they exist and APIs where they don't.

Question 7

Is automatic remediation safe?

Accepted Answer

It is when it's earned. Each fix starts as a notification or a suggestion, then moves to approval and only then to fully automatic once it has proved safe. Every automatic fix has a rollback step, a time limit and an owner, and every action is logged.

Question 8

Can you discover OT and medical equipment?

Accepted Answer

Yes. We scope discovery for operational technology separately, using approaches suited to sensitive equipment, as we did for FUJIFILM Healthcare's imaging and clinical estate.

Question 9

What does an ITOM implementation cost?

Accepted Answer

It depends on the size of your estate, the number of monitoring tools to connect, the services to map, the runbooks to build and the platform you run. We scope these in discovery and give you a clear proposal with scope, milestones and cost before any work starts.

Question 10

Which regions do you serve, and where is data hosted?

Accepted Answer

We work with clients across the GCC, Europe, the UK, Australia and the USA, on site or remotely, with build and support from our delivery centre in India. Hosting depends on the platform: Freshservice hosts in the US, the EEA, the UAE, India and Australia; HaloITSM on AWS in the UK, the US, Germany, Canada, South Africa and Australia, or on-premise; SysAid in the US, the EU and Australia; Serviceware in the EU or on-premise; and ServiceNow offers regional and sovereign options.

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