Gartner Research

Critical Capabilities for IT Service Catalog Tools

Published: 17 March 2014

ID: G00257924

Analyst(s): Chris Matchett , Jeffrey Brooks


Business demand is pushing organizations to create and operate catalogs that provide a shopping place for IT services. IT leaders need to know how this marketplace is changing, and what capabilities delineate how good a fit the vendors' offerings may be for their needs.

Table Of Contents

What You Need to Know


  • Introduction
  • Product Class Definition
  • Critical Capabilities Definition
    • Service Request Portal
    • Create/Manage Orderable Services
    • Service Workflow Automation
    • Service Fulfillment Reporting
    • Service-Level Expectations & Norms
    • Service Demand Reporting
    • Cost of Service Requests
    • Data Sources and Fulfillment Tools
    • Integration With Cloud Provisioning
  • Use Cases
    • Overall
    • IT Service Catalog Administrators
    • IT Service Catalog Users
    • Cloud Catalog Users
    • IT Leaders
  • Inclusion Criteria
  • Critical Capabilities Rating
  • Vendors
    • Axios Systems (assyst v.10 SP4)
    • Biomni (Front Office Enterprise v.8)
    • BMC Software (Remedy ITSM Suite v.8.1)
    • CA Technologies (Service Catalog v.12.8)
    • Cherwell Software (Cherwell Service Management v.4.6)
    • Cisco (Cisco Prime Service Catalog v.10)
    • EasyVista (EasyVista 2013)
    • FrontRange (HEAT Service Management 2013.2)
    • Hornbill (Supportworks v.3.5)
    • HP (Service Manager v.9.32)
    • IBM (SmartCloud Control Desk v.
    • Kinetic Data (Kinetic Request v.5.1)
    • LANDesk (Service Desk v.7.6.2)
    • PMG (Service Catalog Suite v.7.4)
    • ServiceNow (ServiceNow IT Service Automation Suite, Calgary)

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