Gartner Research

Critical Capabilities for IT Service Support Management Tools

Published: 24 August 2016

ID: G00291750

Analyst(s): Chris Matchett , Katherine Lord


IT service support management tools enable infrastructure and operations organizations to support and deliver IT services. To choose the correct tool, I&O leaders should determine which of the popular ITSSM products are best-suited to their I&O maturity levels.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Axios Systems assyst v.10.7
    • BMC Remedy Service Management Suite v.9.1.00
    • BMC Remedyforce Summer 15
    • CA Service Management v.14.1.02
    • Cherwell Service Management v.8.02
    • EasyVista IT Service Manager 2015
    • Heat Service Management v.2015.2
    • HPE Service Anywhere March 2016
    • HPE Service Manager v.9.41
    • IBM Control Desk v.7.6
    • Landesk Service Desk v.2016
    • ServiceNow Service Management Suite, Geneva Release
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Incident and Problem Management
    • Change and Release Management
    • Configuration Management
    • Self-Service/Request Fulfillment
    • IT Knowledge Management
    • Collaboration
    • Reporting and SLA Management
    • Process and Workflow Design
    • Data Source/ITOM Tool Integration
    • Total Cost of Ownership
    • User Experience and Flexibility
  • Use Cases
    • Basic-Maturity I&O
    • Intermediate-Maturity I&O
    • High-Maturity I&O
    • Basic Digital Workplace ITSSM
    • Advanced Digital Workplace ITSSM
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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