Gartner Research

How Best to Advance ITScore Maturity for the Service Desk and Incident Management From Level 1 to Level 5

Published: 08 February 2012

ID: G00230497

Analyst(s): Jeffrey Brooks, Tapati Bandopadhyay


With the IT service desk responsible for about 50% of the business users' perception of the IT organization, developing a mature IT service desk and corresponding incident management process is vital to creating a true business partnership.

Table Of Contents


  • The Dimensions and Attributes of ITSIO
  • When and How to Use This Research Set
  • What It's Like to Be at Level 1
  • Why Move to Level 2?
  • Why Move to Level 3?
  • Why Move to Level 4?
  • Why Move to Level 5
  • The Journey from Level 1 to Level 5
  • 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?

Become a client

Learn how to access this content as a Gartner client.