Gartner Research

Critical Capabilities for IT Service Management Tools

Published: 22 August 2018

ID: G00340717

Analyst(s): Rich Doheny , Chris Matchett , Kenneth Gonzalez


IT service management tools enable infrastructure and operations leaders to deliver and support IT services. To select the appropriate tool, I&O leaders must identify their organizations’ I&O maturity levels and determine which of the popular ITSM products are best-suited for that level.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Atlassian Jira Service Desk v.3.10.2
    • Axios Systems assyst v.10.7.5 FP Release
    • BMC Remedy Service Management Suite v.9.1.04
    • BMC Remedyforce Winter 18
    • CA Service Management v.17
    • Cherwell Service Management v.9.3.1
    • EasyVista Service Manager 2016.1.300.0
    • Freshworks Freshservice 27 February 2018 Release
    • IBM Control Desk v.
    • Ivanti Service Manager 2017.3
    • ManageEngine ServiceDesk Plus v.9402
    • Micro Focus Service Management Automation 2018.02
    • ServiceNow IT Service Management, Kingston Release
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Incident and Problem Management
    • Change and Release Management
    • Configuration Management
    • Self-Service/Request Fulfillment
    • IT Knowledge Management
    • Collaboration
    • Reporting and SLA Management
    • Process and Workflow Design
    • Data Source/ITOM Tool Integration
    • Total Cost of Ownership
    • User Experience and Flexibility
    • AIOps Augmentation
  • Use Cases
    • Basic-Maturity I&O
    • Intermediate-Maturity I&O
    • Advanced-Maturity I&O
    • Basic Digital Workplace ITSM
    • Advanced Digital Workplace ITSM
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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