Gartner Research

Critical Capabilities for IT Service Management Tools

Published: 07 October 2020

ID: G00451152

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


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


  • 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.
    • 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

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.