Gartner Research

Hype Cycle for ITSM 2.0, 2016

Published: 04 August 2016

ID: G00290071

Analyst(s): John Rivard, Ed Holub


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

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Peer-to-Peer IT Support
    • Algorithmic IT Operations (AIOps) Platforms
    • Business Productivity Teams
    • Business Value Dashboard
    • Lean IT
    • Cloud Service Expense Management
    • Software Asset Management Tools
    • Bimodal IT Operations
  • At the Peak
    • Walk-Up Support
    • IT Support Live Chat
    • IT Service Catalog
    • Knowledge-Centered Support
    • DevOps
    • IT End-User Satisfaction Assessment
  • Sliding Into the Trough
    • COBIT
    • IT Financial Management Tools
    • IT Service Dependency Mapping
    • Knowledge Management Tools
    • Multisourcing Service Integrator
  • Climbing the Slope
    • ITIL
    • ITSSM Tools
    • IT Service View CMDB
    • IT Service Alerting
    • IT Event Correlation and Analysis Tools
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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