Published: 01 November 2022
ITSM platforms offer workflow management and related insights enabling I&O leaders to design, automate, manage and deliver integrated IT services and digital experiences. We analyze the critical capabilities of service desk, service operations and business workflow automation in 10 ITSM platforms.
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Collaboration is increasingly appearing in buyer requirements, but most IT service management (ITSM) platforms lack effective support for swarming and other ways to drive employee engagement and more agility in infrastructure and operations (I&O).
Vendors promote their ability to support core ITSM processes, such as change, problem or configuration management, but there are wide variations in their abilities and approaches to meet those needs.
I&O leaders responsible for infrastructure, operations and cloud management should:
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Strategic Planning Assumption
- Atlassian Jira Service Management
- BMC Helix ITSM
- EasyVista Service Manager
- Freshworks Freshservice
- IFS assyst
- Ivanti Neurons for ITSM
- ManageEngine ServiceDesk Plus
- Micro Focus Service Management Automation X
- ServiceNow ITSM
- IT Support Enablement
- Multichannel Engagement
- Adaptive Change & Release
- Service Configuration Management
- Service Reporting & Resource Mgmt.
- Integrated AI
- Workflow Automation & Integration
- Case Management
- Service Desk
- Service Operations
- Business Workflow Automation
Gartner Recommended Reading
Critical Capabilities Methodology