Gartner Research

Critical Capabilities for IT Service Management Tools

Published: 04 September 2019

ID: G00373247

Analyst(s): Siddharth Shetty , Rich Doheny , Chris Matchett


ITSM tools enable infrastructure and operations leaders to deliver and support IT services. To select the appropriate tool, I&O leaders must map their organizations’ I&O maturity levels and associated functional demands to ITSM product capabilities.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Atlassian Jira Service Desk v.4.1.0
    • Axios Systems assyst v.11
    • BMC Helix ITSM v.19.02
    • BMC Helix Remedyforce Winter 19
    • Broadcom Clarity Service Management v.17
    • Cherwell Service Management v.9.5.2
    • EasyVista Service Manager 2018.1.131.0
    • Freshworks Freshservice 28 March 2019 Release
    • IBM Control Desk v.7.6.1
    • Ivanti Service Manager 2019.1
    • ManageEngine ServiceDesk Plus v.10016
    • Micro Focus Service Management Automation X v.2019.02
    • ServiceNow IT Service Management, Madrid Release
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Overhead
    • Incident and Problem Management
    • User Experience and Flexibility
    • Self-Service/Request Fulfillment
    • Process and Workflow Design
    • IT Knowledge Management
    • Change and Release Management
    • Reporting and SLA Management
    • AITSM
    • Collaboration
    • Configuration Management
    • Integration
  • 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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