Gartner Research

Hype Cycle for ITSM, 2020

Published: 27 July 2020

ID: G00441600

Analyst(s): Siddharth Shetty , Keith Andes


IT service management innovations enable IT teams to deliver services, support the business consumer and transition IT into a strategic partnership role in the digital business. The Hype Cycle for ITSM provides I&O leaders with guidance on key practices, tools and technologies.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • AITSM
    • XLA
    • Peer IT Support
    • Virtual Support Agents
  • At the Peak
    • Artificial Intelligence for IT Operations (AIOps) Platforms
    • Site Reliability Engineering
  • Sliding Into the Trough
    • Continuous Delivery
    • Walk-Up IT Support
    • IT End-User Satisfaction Assessment
    • IT Support Live Chat
    • Knowledge-Centered Service
    • Software Asset Management Tools
    • Cloud Service Expense Management
    • IT Service Catalog
  • Climbing the Slope
    • IT Service Dependency Mapping
    • ITSM Tools
    • Knowledge Management Tools
    • ITIL
    • IT Service Alerting Tools
    • IT Service View CMDB
    • Cloud Management Platforms
    • SIAM
  • Entering the Plateau
    • DevOps
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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