Gartner Research

IT Service Management (ITSM)

Published: 11 August 2016

ID: G00359927

Analyst(s): Consult the Board Research Team

Summary

Nineteen members share views regarding their approaches to IT service management (ITSM) detailing the responsibilities and structures of members' IT operations management organizations, ITSM processes and supporting tools. Members also share details regarding the number of incidents, changes introduced into members' environments, and the maturity of ITSM processes in supporting Agile project work. The report also provides contextual background information on members' IT environments, including analyses of IT budgets and IT assets.

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.