Published: 07 October 2020
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.
Included in Full Research
- 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
- Critical Capabilities Rating