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

Summary

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

Analysis

  • 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

Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.