Gartner Research

Critical Capabilities for IT Service Management Platforms

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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Key Findings
  • 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:

  • Ensure that ITSM platform selection is aligned with current and planned service desk and service operations capabilities by defining an 18-month ITSM practice roadmapand giving little

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  • 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
  • SysAid
  • 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

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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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