Gartner Research

2018 Strategic Roadmap for IT Service Management

Published: 05 April 2018

ID: G00346258

Analyst(s): Colin Fletcher , Siddharth Shetty , Chris Matchett , Kenneth Gonzalez , Ed Holub , Roger Williams , Hank Marquis , Robert Naegle

Summary

Best-in-class ITSM is shifting from a technical project mindset to a consumable product mindset. This roadmap describes the top seven areas of ITSM that must be improved to support digital business in 2022, and explains how I&O leaders can migrate to that state successfully.

Table Of Contents

Analysis

  • Future State
    • Product-Focused I&O Maturity
    • Omnichannel, Cloud-Structured IT Service Desk
    • Service Asset and Configuration Management
    • Federated Knowledge Management
    • AIOps Augmentation
    • Business Value Dashboards
    • IT Service Transition Teams
  • Current State
    • Product-Focused I&O Maturity
    • Omnichannel, Cloud-Structured IT Service Desk
    • Service Asset and Configuration Management
    • Federated Knowledge Management
    • AIOps Augmentation
    • Business Value Dashboards
    • IT Service Transition Teams
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

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