Gartner Research

Critical Capabilities for IT Service Management Tools

Published: 31 August 2021

Summary

IT service management tools enable the delivery of quality IT services and support experiences. To select the appropriate tool, infrastructure and operations leaders need to align their organizations’ I&O maturity and ITSM agility goals with ITSM product capabilities.

Included in Full Research

  • Atlassian Jira Service Management
  • Axios Systems assyst
  • BMC Software BMC Helix ITSM
  • EasyVista Service Manager
  • Freshworks Freshservice
  • Ivanti Neurons for ITSM
  • ManageEngine ServiceDesk Plus
  • Micro Focus Service Management Automation X
  • ServiceNow ITSM
  • SysAid
  • USU IT Service Management
  • Incident and Problem Management
  • Change and Release Management
  • Service Asset and CM
  • Self-Service/Request Fulfillment
  • IT Knowledge Management
  • Collaboration
  • Reporting and SLA Management
  • Workflow Design and Flexibility
  • ITOM Integration
  • Overhead
  • User Experience
  • AITSM
  • Development Integration
  • Basic-Maturity I&O
  • Intermediate-Maturity I&O
  • Advanced-Maturity I&O
  • Agile and DevOps Support

Analysts:

Rich Doheny,  Keith Andes,  Chris Matchett

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:
Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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