Gartner Research

Introducing the IT Service Support Management Tools Market

Published: 29 February 2012

ID: G00231601

Analyst(s): Jarod Greene, Jeffrey Brooks


Gartner has identified a new segment of the IT market for the selection of tools that the IT service desk can adopt to support the business. This changes how tool selection occurs and creates an opportunity for process improvement.

Table Of Contents
  • Overview
  • Impacts


  • Impact: Some Vendors Have Extended the Functionality of Their Service Management Tools Beyond the Core Help Desk or Service Desk Functionality. IT Leaders Must Decide Whether the Benefits of the Additional Functionality Are Worth the Financial and Organizational Investment
  • Impact: The Introduction of the ITSSM Tools Market Will Change the Way Evaluation, Selection and Purchasing of Tools Occur for the I&O Organization. The Tools Will Permit Processes That Had Integrated Only on Paper to Be Integrated Within a Single Tool Used by the Wider I&O Team

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