Gartner Research

Peer Lessons Learned: Implementing IT Service Management Tools

Published: 07 May 2019

ID: G00392503

Analyst(s): Peer Contributors


IT service management tools are vital for infrastructure and operations organizations to support and deliver IT services. I&O leaders can leverage lessons learned submitted to Gartner Peer Insights to ensure their own implementation is successful.

Table Of Contents


Peer Lessons Learned

  • Lesson 1: Evaluate Business Needs Before Purchasing the Tool
  • Lesson 2: Limit Customizing Your Environment While Process Planning
  • Lesson 3: Provide Teamwide User Training to Ensure Ease of Use
  • Lesson 4: Plan the Implementation Process Thoroughly
  • Lesson 5: Build a Long-Term Roadmap and Adopt a Phased Implementation Strategy
  • Methodology

Gartner Recommended Reading

©2021 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.