Gartner Research

Critical Capabilities for IT Service Support Management Tools, 2014

Published: 12 August 2014

ID: G00260505

Analyst(s): Jarod Greene, Tapati Bandopadhyay, Chris Matchett


IT service support management tools are top of mind among infrastructure and operations leaders looking to manage IT services and foster better relationships with the business. This evaluation of ITSSM tools' critical capabilities in five use cases will help IT leaders assess suitable products.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use Case Graphics
  • Vendors
    • Axios Systems assyst v10 SP5
    • BMC FootPrints Service Core v11.6.01
    • BMC Remedy ITSM Suite v8.1.01
    • BMC Remedyforce Summer '13
    • CA Technologies CA Service Management v12.9
    • CA Technologies Nimsoft Service Desk Fall 2013
    • Cherwell Software Service Management v4.6
    • EasyVista 2013
    • FrontRange Solutions Heat Service Management v2014.1
    • Hornbill Supportworks v3.5.3
    • HP Service Anywhere v3
    • HP Service Manager v9.33
    • IBM SmartCloud Control Desk v7.5.1
    • Landesk Software Service Desk v7.7
    • ManageEngine ServiceDesk Plus Enterprise v9.0
    • Microsoft System Center 2012 R2 Service Manager
    • Serena Software Service Manager v5.0.1
    • ServiceNow IT Service Automation Suite, Dublin Release
    • SysAid Technologies v9.1
    • TopDesk v5.3
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Incident and Problem
    • Change, Configuration and Release
    • Service Request Management
    • IT Knowledge Management
    • Reporting and Dashboards
    • Out-of-the-Box Best Practices
    • Data Source/ITOM Tool Integration
    • Telephony/UCC Platform Integration
    • Product Setup and Complexity
  • Use Cases
    • Low to Medium Maturity
    • Medium to High Maturity
    • High Maturity
    • Digital Workplace
    • Total ITSSM
  • Vendors Added and Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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