Gartner Research

IT Operations Management 2025: Shift to Succeed

Published: 30 October 2018

ID: G00369625

Analyst(s): Terrence Cosgrove, Colin Fletcher


ITOM has seen exponential change in the last four years. This research distills the direction of this transformation, its value and the resulting redefinition of ITOM activities and markets. I&O leaders must ensure their organization’s ITOM strategy meets current and future enterprise requirements.

Table Of Contents


  • Redefine the Role and Value Proposition of IT Operations Management Within Your Enterprise
    • Establish and Maintain Trusted Advisor Relationships With Business Stakeholders
    • Become an Integrated Part of Application Development Efforts and Delivery
    • Become the Creator, Curator, Analyst, Utilizer and Distributor of ITOM Intellectual Property
  • Realign IT Operations Management Tool Investments Around Experience Management, Delivery Automation and Performance Analysis
    • Experience Management Minisuite
    • Delivery Automation Minisuite
    • Performance Analysis Minisuite
  • Reinvigorate ITOM With Updated Roles, Organizational Structures and Incentives

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