The relationship between IT service management (ITSM) and IT operations management (ITOM) is often confused in the IT industry, especially when different ITIL versions are used. ITIL 4 helps unify these functions by promoting collaboration, visibility, and holistic work. This consolidation improves business operations and outcomes by ensuring teams use a single platform with a unified perspective. ITSM and ITOM tools vary, with ITSM focusing on enabling IT services and ITOM on managing computing resources. Using AI and automation, ITIL 4 enhances service operations by integrating tools, optimizing processes, and improving incident management.

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