Gartner Research

Emerging Technology Analysis: Innovation Drives Advanced IT Service Support Management Tools in a Mature Market

Published: 22 September 2014

ID: G00269739

Analyst(s): Chris Matchett , Laurie Wurster

Summary

Personalized cloud and IT complexity accelerate expectations for IT services and leave the traditional IT service desk struggling to meet demand. Insight into the advanced tools necessary to effectively engage users provides ITSSM product development and marketing managers opportunity for growth.

Table Of Contents

Analysis

  • Technology Description
  • Technology Adoption
    • Factors That Will Drive Adoption
    • Factors That Will Inhibit Adoption
  • Technology Impact
    • Impacts on End Users
    • Impact on Service Support Management Providers
    • Actions for the Next Six to 18 Months
  • References

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