Gartner Research

Five Steps Before Deploying Your Next ITSM Toolkit

Published: 17 April 2017

ID: G00323244

Analyst(s): Jim Burton


Identifying and committing to an IT service management tool is a sizable endeavor. Ensuring that the solution meets business needs is critical. This research provides five best practices to help technical professionals embark on their ITSM journey.

Table Of Contents


  • The Impact of ITSM on Your Organization
    • Avoid Making the Wrong Choices
  • Strategy for Selecting the Right Tools
    • Assess Your Organization's Maturity
    • Align With Business Needs
    • Identify and Review Existing Processes
    • Talk to Users
    • Embrace Change
  • Key ITSM Tool Attributes
    • Support Services
    • Pricing
    • Integration
    • Ease of Implementation
    • Ease of Use
    • User Experience
    • Modularity
    • Knowledge Management
    • Data Confidentiality and Integrity
    • Enterprisewide Visibility and Control
    • Self-Service
    • Configurability/Customization
    • Reporting and Metrics
  • Emerging Attributes
    • Intelligent Virtual Assistants
    • Artificial Intelligence and Machine Learning
    • Automation
    • ChatOps
    • Event Management
    • Linkage to Cloud Providers
    • DevOps


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