Gartner Research

Use the Nexus of Forces as a Framework to Demand More From ITSSM Vendors

Published: 20 March 2013

ID: G00250538

Analyst(s): Jarod Greene

Summary

IT service support management tool vendors have yet to combine mobile, social, information and cloud computing capabilities, because buyers haven't asked for them. Infrastructure and operations managers should demand these capabilities to modernize IT support and accelerate I&O maturity.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Demand ITSSM Mobile and Social Capabilities That Provide Context to Modernize User Support Experiences
  • Demand ITSSM Mobile and Social Capabilities That Provide Context to Improve Infrastructure Support Experiences
  • Use the Cloud to Innovate in Ways Your ITSSM Tool Vendor Can't or Won't
  • Demand ITSSM Vendor Road Maps

Case Studies

Recommended Reading

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