Gartner Research

IT Service Management (ITSM)

Published: 11 August 2016

ID: G00367388

Analyst(s): Consult the Board Research Team


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.

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