Gartner Research

Be Wary If Buying an ITSSM Tool to Use Beyond ITSM 2.0

Published: 16 December 2015

ID: G00281216

Analyst(s): Janelle Hill , Jim Duggan, John A. Wheeler , Deborah Wilson , Daniel Stang , Ron Hanscome , Chris Matchett


I&O leaders are bombarded with vendor and industry messaging to use ITSSM tools as a platform for all business activity, much like a mini ERP. Analysis across a broad array of product categories included in "enterprise service management" hype proves that these tools cannot yet support this vision.

Table Of Contents
  • Key Challenges



  • Consult Domain Experts When Assessing Non-ITOM Capabilities of ITSSM Tools
    • Application Development Life Cycle Management, and Software Change and Configuration Management
    • Business Process Management
    • Integrated HR Service Delivery
    • Procurement and Sourcing Technology
    • Project and Portfolio Management
    • Governance, Risk and Compliance

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