Gartner Research

2019 Strategic Roadmap for IT Service Management

Published: 27 August 2019

ID: G00441522

Analyst(s): Katherine Lord, Kenneth Gonzalez, Chris Matchett, Roger Williams


I&O leaders targeting best-in-class ITSM must shift from a technical project mindset to a consumable product mindset. This roadmap describes six areas of ITSM that must be improved to support digital business in 2023 and explains how I&O leaders can migrate to that state successfully.

Table Of Contents


  • Future State
    • Product-Focused ITSM
    • Omnichannel, Cloud-Structured IT Service Desk
    • Federated Knowledge Management
    • Service Asset and Configuration Management
    • IT Service Planning Teams
    • AITSM
  • Current State
    • ITSM as a Project
    • Hierarchical IT Service Desk
    • Knowledgebase
    • CMDB
    • Throwing New Services Over the Wall
    • Playing With Chatbots
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

Gartner Recommended Reading

©2020 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?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.