Gartner Research

ITIL for SharePoint: Defining SharePoint as a Service Using ITIL Service Strategy

Published: 07 January 2010

ID: G00203881

Analyst(s): Craig Roth


SharePoint, by its nature, is a technology--a bundled set of capabilities. It is up to SharePoint owners to determine how to define it and recast it as a service. SharePoint as a service is an approach that recasts SharePoint as a catalog of business-focused services. Treating SharePoint as a service is better (i.e., yields more value) and fundamentally different than simply providing a set of capabilities. This guidance presents an approach to treating SharePoint as an enterprise solution by applying a service management methodology (i.e., Information Technology Infrastructure Library [ITIL]).

Table Of Contents



  • Problem Statement
  • Guidance Applicability
  • Related Guidance
    • ITIL
    • Governance
    • Microsoft
    • Online Workplace Framework

Burton Group Approach


  • Pre-Work
  • Demand Management
    • Demand: Defining the Market
    • Supply: It Takes an Ecosystem
  • Service Portfolio Management
    • Feeding the Pipeline
    • Defining the Service Catalog
  • Financial Management
    • Funding Models



  • Contract Risk
  • Design Risk
  • Operational Risk
  • Market Risk



©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.