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.
- What You Need to Know
- The Hype Cycle
- The Priority Matrix
- Off the Hype Cycle
- On the Rise
- 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
- IT Service Alerting Tools
- IT Service View CMDB
- Cloud Management Platforms
- Entering the Plateau
- Hype Cycle Phases, Benefit Ratings and Maturity Levels
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