Benefits of Integrating Operational Technology with Information Technology Service Management for U.S. Manufacturing Companies

Manufacturing companies today face the challenge of managing both Information Technology (IT) and Operational Technology (OT) systems effectively. These two areas, though related, serve different purposes. IT handles the software and data that run a company’s business functions, while OT focuses on the physical systems and machines used in manufacturing processes. Combining both under one unified service management approach can bring significant benefits, making it easier to resolve issues and improve overall efficiency. Let’s explore why U.S. manufacturing companies should integrate OT service management into their existing IT service management.

1. Faster Issue Resolution

When IT and OT are managed separately, issues can take longer to resolve. For example, a machine breakdown in a factory might require coordination between the IT team (who manages data and software) and the OT team (who oversees the machinery and equipment). This fragmented approach can lead to delays in identifying the root cause of the problem and fixing it.

By integrating OT service management with IT service management, these two teams can work together more seamlessly. A unified system allows for quicker identification of the issue, whether it’s related to software, equipment, or a combination of both. This leads to faster resolutions, minimizing downtime and keeping production on track.

2. Improved Visibility and Control

Manufacturing companies often struggle to get a clear picture of how their IT and OT systems are performing, especially when these systems are managed separately. Integrating OT and IT service management provides a single platform for monitoring both the digital side (like servers, applications, and networks) and the physical side (like machines, sensors, and automation systems).

This integration allows companies to have better visibility into their operations. Managers can access real-time data on both IT and OT systems in one place, making it easier to track performance, detect issues, and make informed decisions. For instance, if a piece of equipment is performing poorly, the IT system can identify whether the issue is with the machine itself or the software that controls it.

3. Increased Efficiency and Reduced Costs

Managing IT and OT separately can lead to inefficiencies, as both teams may duplicate efforts or overlook interconnected issues. By combining OT and IT service management, manufacturers can streamline processes, reduce duplication, and improve overall efficiency.

For example, automated tools that work across both IT and OT systems can help detect and address issues before they escalate. This proactive approach saves time and resources, reducing maintenance costs and minimizing production delays. Additionally, a unified system can help prevent costly errors that might occur when teams are working in silos and fail to communicate effectively.

4. Better Collaboration Between Teams

IT and OT teams often have different skill sets and approaches. While IT professionals are focused on software, networks, and data, OT experts deal with machinery, sensors, and control systems. By integrating both service management areas, teams can work together more effectively and share information that helps resolve issues faster.

For example, if a machine stops working, IT and OT teams can quickly collaborate to check both the equipment and the software. This leads to quicker identification of the cause and faster resolution, whether it’s a malfunctioning sensor or a software bug.

5. Proactive Maintenance and Risk Mitigation

A major advantage of integrating OT and IT service management is the ability to implement predictive maintenance. Using data from both systems, manufacturers can monitor the health of their machines and software in real time, identifying potential issues before they cause major disruptions.

For example, if sensors on a machine detect unusual behavior, the system can automatically alert both the OT and IT teams. They can then investigate further and take action, such as scheduling maintenance or updating software, to prevent costly breakdowns. This proactive approach reduces downtime and extends the lifespan of both machines and software.

6. Improved Security and Compliance

Manufacturers face growing concerns about security and compliance, especially as their systems become more connected. Cyberattacks can affect both IT and OT systems, and integrating the two management areas helps ensure that security measures are consistent across both.

For instance, if a security threat is detected in the IT network, the OT system can be quickly checked to ensure that there are no related vulnerabilities in the machines and equipment. A unified service management platform can help enforce security protocols across all systems, reducing the risk of cyberattacks and ensuring compliance with industry standards.

7. Scalability for Future Growth

As manufacturing companies grow, their IT and OT systems become more complex. Integrating OT service management with IT service management makes it easier to scale operations without losing control. Whether the company is adding new machines, upgrading software, or expanding to new locations, a unified service management system can handle the increased complexity and ensure smooth operations.

8. Enabling Modern Service Management Platforms

Modern service management platforms, like ServiceNow, offer the ability to integrate both IT and OT service management. These platforms provide a centralized approach to handling all service requests, incidents, and changes in both domains. They also offer automation features, real-time monitoring, and analytics, which help improve efficiency and reduce the risk of human error.

However, it’s important to note that this integration can be achieved with various platforms, not just ServiceNow. Other solutions offer similar capabilities, allowing manufacturers to choose a platform that best suits their needs.

Conclusion

For U.S. manufacturing companies, integrating Operational Technology (OT) service management with Information Technology (IT) service management is a smart move that can improve efficiency, reduce downtime, and cut costs. By providing faster issue resolution, better visibility, and enhanced collaboration between teams, this integration helps manufacturers stay competitive and responsive to challenges. Proactive maintenance, improved security, and the ability to scale with growth are just some of the additional benefits that come with a unified approach.

As manufacturing companies continue to digitize their operations, combining IT and OT service management is a crucial step towards creating a more efficient and resilient business.