Gartner Research

Hype Cycle for ITSM 2.0, 2015

Published: 17 July 2015

ID: G00278003

Analyst(s): John Rivard


IT service management 2.0 tools focus on improving the quality and efficiency with which infrastructure and operations supports end users and delivers services. I&O leaders should use this Hype Cycle to develop their ITSM strategies and prioritize ITSM 2.0 technology investments.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • On the Rise
    • Peer-to-Peer Level 0 IT Support
    • Unified Endpoint Management
    • Business Value Dashboard
    • Business Productivity Teams
    • Bimodal IT Operations
    • Software License Optimization and Entitlement
    • Gamification in IT Operations
    • IT Service Catalog
  • At the Peak
    • Knowledge-Centered Support
    • DevOps
    • IT Financial Management Tools
  • Sliding Into the Trough
    • COBIT
    • Enterprise Mobility Management Suites
    • IT Asset Management Process and Tools
    • IT Service Dependency Mapping
    • Business Service Management Tools
    • ITIL
    • Knowledge Management Tools
    • Multisourcing Service Integrator
  • Climbing the Slope
    • IT Service Support Management Tools
    • IT Service View CMDB
    • IT Event Correlation and Analysis Tools
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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