Gartner Research

An IT Service Catalog Is More Than Just Service Request Management

Published: 27 April 2016

ID: G00307932

Analyst(s): Debra Curtis , David Coyle


The drive for IT operations to become more aligned with end users and business goals has led to increasing interest in IT service catalogs. However, many groups confuse the strategic goals of IT service catalogs with the tactical request management capabilities provided by IT service desk products.

Table Of Contents
  • Overview


  • The Rise of Interest in the IT Service Catalog and IT Service Request Management
  • IT Service Catalog
  • IT Service Request Management
  • Service Delivery Process Workflow Automation
  • Document Your Project Goals Before Selecting a Tool

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