The transition from mere IT visibility to actionable automation represents a crucial evolution in modern IT operations. This shift is characterized by the convergence of IT Operations Management (ITOM) and IT Service Management (ITSM) within a unified framework, allowing system alerts to instantly trigger context-rich, automated workflows. These workflows can include creating a prioritized ticket, initiating automated remediation, or provisioning resources, minimizing the need for manual intervention or reliance on fragile third-party integrations. Sudhakar Aruchamy, Co-Founder and CTO – EverestIMS Technologies, speaks exclusively on the need for true convergence in offering services.

Q1. For years, the IT industry has pursued the “Single Pane of Glass“—a unified dashboard for complete visibility across the IT landscape. Yet, the consensus seems to be that most solutions have fallen short of delivering true operational efficiency. From your perspective as CTO, what is the fundamental gap between the promise of “unified visibility” and the reality of day-to-day IT operations?

That’s an excellent starting point, and it hits on a core challenge we identified. The gap is the distinction between observation and orchestration. The traditional “single pane of glass” achieved visibility—it showed you a critical network alert, a service desk ticket, and asset health, all in one window. The problem is that seeing an alert and acting on it are two very different things.

Visibility without action is essentially a spectator sport. You see the red flash, but then you are forced into context-switching: manually generating a ticket in a separate ITSM tool, cross-referencing asset details in a third system, and checking security policies in a fourth. You have aggregated the data, but you haven’t unified the functionality. Precious time is lost, and the incident escalates while the team is busy clicking between siloed systems.

Q2. You touch on the critical shortcoming of these “Unified” solutions. Many vendors claim their platforms are integrated. Could you elaborate on what you call the “illusion of integration” and how it manifests in technical debt for IT teams?

The “illusion of integration” is what happens when you have a patchwork of acquired products or legacy modules held together by APIs. Yes, they look cohesive on the surface—they may even share a common dashboard—but beneath the glass, the data remains siloed and inconsistent.

Technically, this means:

• Siloed Data Models: Data is visible but not inherently connected. An asset’s performance data isn’t natively linked to its security posture or its warranty status.
• Limited Automation: Automation is restricted to within the boundaries of an individual tool. You can automate a task in your NMS, but getting that action to seamlessly and intelligently trigger a subsequent process in your ITSM requires fragile, custom-built integrations.
• This is curation, not convergence. We found that these systems show IT teams all their problems but give them no efficient, single way to solve them, leaving them with an enormous amount of technical debt from managing and maintaining these brittle API bridges.

Q3. You state you didn’t set out to create a single pane of glass, but a “Single Pane of Action.“ What is the core architectural difference that allows Infraon Infinity to deliver true convergence?

The fundamental difference is our converged architecture with a unified data model. We didn’t build Infraon Infinity by integrating disparate modules; we built it from the ground up as a single system.

This architecture enables these following key capabilities:

Native Workflow Automation Across Domains: When a critical network performance alert occurs, it is processed within the same system that manages service desks and assets. The insight automatically triggers an action: a service desk ticket is instantly generated, natively populated with real-time network context, historical data, and asset details. Simultaneously, the system can trigger automated responses like throttling bandwidth or system failover. It’s one system acting on one unified intelligence.

Context-Aware Action in Real Time: Because everything resides within the unified data model, every piece of information is contextually aware. A technician responding to an incident doesn’t have to switch tools; within the service ticket itself, they see the affected device’s real-time network performance, its security configuration, and its warranty history. This drastically speeds up Mean Time To Resolution (MTTR).

Q4. That level of convergence seems to move beyond simple reaction. How does this architecture facilitate the next stage of operations: predictive and prescriptive capabilities?

True convergence is the bedrock for effective Artificial Intelligence in IT Operations (AIOps). When you have a unified data lake across ITSM, Network Monitoring (NMS), and asset data, the AI has a complete, clean, and correlated view of the entire environment.

This allows Infraon Infinity to enable anticipation. Our AI doesn’t just tell you what is happening now; it can predict what will happen next and recommend prescriptive actions to prevent it. For example, by analyzing subtle patterns across performance and utilization, the system can predict a storage array is heading towards failure. It then automatically initiates a procurement ticket for a replacement and schedules the maintenance, all before the issue ever impacts the end-user. We shift the IT organization from being reactive to being proactively preventative.

Q5. Finally, for IT leaders reading this, is moving to a “single pane of action” an IT efficiency upgrade, or the essential strategic shift required for IT to become a business value driver?

This is absolutely a transformational shift. The evolution from a “single pane of glass” to a “single pane of action” changes the core philosophy of IT Operations (ITOps).

The strategic shifts are clear:

• From Reactive to Proactive: You stop firefighting and start preventing issues.
• From Manual to Automated: You move from juggling multiple tools to building automated workflows that respond intelligently.
• From Operational to Strategic: By removing the cycles spent on manual incident response and context-switching, IT teams are liberated to focus on true innovation, business alignment, and strategic improvement.
• The era of passive observation is over. The future of ITOps belongs to platforms like Infraon Infinity that converge capabilities and actively take action on behalf of the business. It changes what’s possible for the entire organization.