Gartner Research

The Reality of ITSM Tools as Enterprise Service Management Tools

Published: 09 August 2018

ID: G00367332

Analyst(s): Chris Matchett, Rob Dunie, Desere Edwards, Stefan Van Der Zijden, Carol Rozwell, Joachim Herschmann, John A. Wheeler, Daniel Stang, Melanie Lougee


ITSM vendors often position their products as a platform for workflows throughout the organization, including HR, facilities and application management. I&O leaders must assess all of their options to obtain tools that best support their business objectives in all areas of the organization.

Table Of Contents


  • Focus the Scope of ITSM Tool Selection
  • Consult Domain Experts When Assessing Non-ITOM Capabilities of ITSM Tools
    • Intelligent Business Process Management Suites
    • Integrated HR Service Delivery
    • Procurement and Sourcing Technology
    • Project and Portfolio Management
    • Application Portfolio Management
    • Integrated Risk Management
    • EAP, ADLM and SCCM Tools
    • Integrated Workplace Management Systems

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