Critical Capabilities for IT Service Support Management Tools


Archived Published: 24 August 2016 ID: G00291750

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Summary

IT service support management tools enable infrastructure and operations organizations to support and deliver IT services. To choose the correct tool, I&O leaders should determine which of the popular ITSSM products are best-suited to their I&O maturity levels.

Table of Contents

  • What You Need to Know
  • Analysis
    • Critical Capabilities Use-Case Graphics
    • Vendors
      • Axios Systems assyst v.10.7
      • BMC Remedy Service Management Suite v.9.1.00
      • BMC Remedyforce Summer 15
      • CA Service Management v.14.1.02
      • Cherwell Service Management v.8.02
      • EasyVista IT Service Manager 2015
      • Heat Service Management v.2015.2
      • HPE Service Anywhere March 2016
      • HPE Service Manager v.9.41
      • IBM Control Desk v.7.6
      • Landesk Service Desk v.2016
      • ServiceNow Service Management Suite, Geneva Release
    • Context
    • Product/Service Class Definition
    • Critical Capabilities Definition
      • Incident and Problem Management
      • Change and Release Management
      • Configuration Management
      • Self-Service/Request Fulfillment
      • IT Knowledge Management
      • Collaboration
      • Reporting and SLA Management
      • Process and Workflow Design
      • Data Source/ITOM Tool Integration
      • Total Cost of Ownership
      • User Experience and Flexibility
    • Use Cases
      • Basic-Maturity I&O
      • Intermediate-Maturity I&O
      • High-Maturity I&O
      • Basic Digital Workplace ITSSM
      • Advanced Digital Workplace ITSSM
    • Vendors Added and Dropped
      • Added
      • Dropped
  • Inclusion Criteria
    • Critical Capabilities Rating
  • Gartner Recommended Reading
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