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Gartner Research
Critical Capabilities for IT Service Management Tools
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.
Published: 07 October 2020
ID: G00451152
Analyst(s): Rich Doheny , Keith Andes , Mark Cleary
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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