IT Service Management (ITSM) is about the work IT does for people: incidents, service requests, changes, problems and the knowledge that supports them. It is the layer employees and service desks interact with every day.
IT Operations Management (ITOM) is about the technology underneath: discovering what infrastructure exists, mapping how services depend on it, and turning monitoring events into meaningful signals. It is the layer operations teams use to keep systems healthy.
The two are most valuable together. When ITOM feeds an accurate CMDB and correlates events, ITSM incidents are created with the right context, routed to the right team and resolved faster. Change management can assess real impact instead of guessing.
Most organisations start with ITSM and add ITOM as visibility becomes the bottleneck. The key is designing the CMDB with both in mind from day one.
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