Hype Cycle for ITSM, 2017

Archived Published: 19 July 2017 ID: G00315210


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IT service management technology enables IT teams to support business users and deliver services more efficiently and effectively. The Hype Cycle for ITSM provides I&O leaders with information and advice on key practices, tools and technologies to improve IT service quality and delivery.

Table of Contents

  • Analysis
    • What You Need to Know
    • The Hype Cycle
    • The Priority Matrix
    • Off the Hype Cycle
    • On the Rise
      • Virtual Support Agents
      • Peer-to-Peer IT Support
      • Artificial Intelligence for IT Operations (AIOps) Platforms
      • Business Value Dashboard
      • Lean IT
      • Software Asset Management Tools
      • Cloud Service Expense Management
    • At the Peak
      • Bimodal IT Operations
      • Walk-Up Support
      • IT Support Live Chat
      • Knowledge-Centered Service
      • IT Service Catalog
    • Sliding Into the Trough
      • IT End-User Satisfaction Assessment
      • DevOps
      • IT Financial Management Tools
      • COBIT
      • IT Service Dependency Mapping
      • Knowledge Management Tools
    • Climbing the Slope
      • ITSM Tools
      • Multisourcing Service Integrator
      • IT Service View CMDB
      • ITIL
      • IT Service Alerting Tools
      • IT Event Correlation and Analysis Tools
    • Appendixes
      • Hype Cycle Phases, Benefit Ratings and Maturity Levels
  • Gartner Recommended Reading
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