Gartner Research

Critical Capabilities for IT Service Management Tools

Published: 07 October 2020

ID: G00451152

Analyst(s): Rich Doheny , Keith Andes , Mark Cleary

Summary

ITSM tools enable infrastructure and operations leaders to deliver quality IT services and consumerized support experiences. To select the appropriate tool, I&O leaders must map their organizations’ achievable I&O maturity goals to ITSM product capabilities.

Table Of Contents

What You Need to Know

Analysis

  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Axios Systems (assyst 11 Feature Pack 2)
    • BMC (Helix ITSM v.20.02)
    • Broadcom (CA Service Management v.17.3)
    • Cherwell (Service Management v.10.0.1)
    • EasyVista (Service Manager Oxygen 2.1.3)
    • Freshworks (Freshservice 2020.05.15)
    • IBM (Control Desk v.7.6.1.1)
    • Ivanti (Service Manager 2020.1)
    • ManageEngine (ServiceDesk Plus v.11109)
    • Micro Focus (Service Management Automation X v.2020.02)
    • ServiceNow (IT Service Management Orlando Release)
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Incident and Problem Management
    • Self-Service/Request Fulfillment
    • Change and Release Management
    • IT Knowledge Management
    • Collaboration
    • Process and Workflow Design
    • Reporting and SLA Management
    • AITSM
    • SACM (Configuration Management)
    • Development Integration
    • ITOM Integration
    • Overhead
    • User Experience and Flexibility
  • Use Cases
    • Basic-Maturity I&O
    • Intermediate-Maturity I&O
    • Advanced-Maturity I&O
    • Agile & DevOps Support
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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