Gartner Research

ITIL Service Desk and Incident Management From Level 3 to Level 4 in ITScore for I&O: Integrated Processes to IT Service Orientation

Published: 07 February 2012

ID: G00230502

Analyst(s): Jeffrey Brooks, Tapati Bandopadhyay


To make infrastructure and operations service-oriented, service desk and incident management need to transform from a technical process view to a service view. Use this research to improve service desk and incident management maturity from process-oriented responses to service-oriented responses.

Table Of Contents
  • Overview


  • What's the Need to Improve SD function and IM Process to Level 4?
  • The SD Function and IM Process Status at Level 4 Maturity of I&O
  • SD, IM and the Overall I&O Process Context at Level 4
  • How to Achieve Level 4 in the SD Function and IM Process
  • SD, IM and the I&O Organization at Level 4: A Response Scenario and Strength, Weakness, Opportunity and Threat (SWOT) Analysis
  • SWOT Analysis of the I&O Response Scenario at Level 4
  • Bottom Line

Recommended Reading

©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?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.