Gartner Research

IT Operations Management 2020: Shift to Succeed

Published: 28 April 2017

ID: G00322113

Analyst(s): Colin Fletcher


The practice of ITOM has seen exponential change over the last three years. This research distills the direction of this transformation, its value and the new definitions of ITOM that result. I&O leaders must ensure their organization's ITOM strategy meets customers' current and future requirements.

Table Of Contents


  • Redefine the Role and Value Proposition of IT Operations Management Within Your Enterprise
    • Establish and Maintain Trusted Advisor Relationships With Business Stakeholders
    • Become an Integrated Part of Application Development Efforts and Delivery
    • Become the Creator, Curator, Analyst, Utilizer and Distributor of ITOM Intellectual Property
  • Realign IT Operations Management Tool Investments Around Experience Management, Delivery Automation and Performance Analysis
    • Experience Management Minisuite
    • Delivery Automation Minisuite
    • Performance Analysis Minisuite
  • Reinvigorate ITOM With Updated Roles, Organizational Structures and Incentives

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