Chris Matchett

Selecting the right IT service management platform will be challenging if relying exclusively on ITIL-based RFP templates. I&O leaders should use this five-step buyer’s guide to plan appropriate budgets and avoid oversubscribing to features they cannot use.

ITSM platforms maintain a critical role in helping I&O leaders enable, automate, manage and deliver integrated IT services. Use this Market Guide to navigate the ITSM platforms market.

AI applications in ITSM use AI and GenAI to augment and extend ITSM workflows, providing intelligent advice and actions for IT support teams. I&O leaders can use this Market Guide to identify solutions and decide if needs can be met using ITSM platforms or if third-party extensions are required.

Generative AI will increasingly have a profound impact on IT infrastructure and operations. To prepare, it is crucial for I&O leaders to assess not only the benefits, but to also take stock of the continuing challenges to ensure that its implementation can be performed in a safe and controlled manner.

This research identifies 16 AI use cases, some of which leverage generative AI, that are relevant to infrastructure and operations. I&O leaders can use this information to identify the best ITSM use cases for their IT service desk organizations based on use case feasibility and business value.

Virtual support agents and other chatbot conversational agents are suited to handling common requests and queries, but can make IT support unappealing to business consumers when deployed as an unavoidable gatekeeper. I&O leaders should use a parallel flow approach with a collaborative support hub.

A collaborative support hub, an alternative to a tiered IT service desk, is more suited to swarming and product teams, but risks failure when left unmanaged. This research explains how I&O leaders can develop community roles within both IT and the business to drive mutual success.

To support the expansion of hybrid and remote working, I&O leaders can meet the demand for faster incidence response by implementing collaborative support hubs. Here, we define a new highly collaborative IT support model built around communities of practice rather than tiers and knowledge silos.

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.

ITSM platforms offer workflow management and related insights that let organizations design, automate, manage and deliver integrated IT services and digital experiences. This research profiles vendors in the enterprise ITSM platforms market to help I&O leaders align them with their IT roadmaps.

Identifying the right IT service management platform will be challenging if relying exclusively on the Magic Quadrant or ITIL-based RFP templates. I&O leaders should use this five-step Buyer’s Guide to plan appropriate budgets and avoid oversubscribing to features they cannot use.

There are four main ways I&O leaders can approach the future, ensuring vital IT support channels remain open while service desks develop and adapt to evolving company needs.

The digital workplace is evolving with demographic shifts and uncertain environments that rewrite the rules on IT service management. This roadmap describes five factors that I&O leaders must address to be an effective enabler of ITSM within the enterprise of 2025.

Internal IT support strategies often fail to incorporate the unique technology requirements of different sets of business users. I&O leaders must identify and build business user personas for the most frequent users of IT services to best meet business needs and reduce bureaucracy in IT support

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.

IT service management tools are vital for infrastructure and operations organizations to deliver business value in the services they provide. This research profiles vendors in the enterprise ITSM tool market to help I&O leaders align them with their current and future IT roadmaps.

I&O leaders wanting to optimize ITSM support efficiency look to chatbots and virtual assistants to offer a modern alternative to phone and email. Although virtual support agent technology is still emerging, I&O leaders can leverage this research to analyze its applicability for their needs.

I&O leaders captivated by AI, automation and agile trends hope that new technology will kick-start a flagging ITSM initiative. As IT budgets constrict in the post-coronavirus “new normal,” foundational domains of AITSM must be established before shopping for new tools.

I&O leaders must adapt provision of IT support as the COVID-19 pandemic has forced both business consumers and IT service desk analysts to work from home. Learn what approaches I&O leaders have put into place, and how the return to a “new normal” is accelerating Level 0 support initiatives.

I&O KPIs should include satisfaction measurements, but traditional customer-satisfaction metrics aren’t fully compatible with the internal IT support scenario. I&O leaders must adapt these techniques to gather data points that better reflect business consumer attitudes toward the IT service desk.

I&O leaders implementing Level 0 self-service contact channels often struggle to measure the impact of these methods on the business consumer experience. Use these new KPIs in your reporting to collect the right data and apply real business context to evolve IT support in your organization.

ITSM vendors often position their products as a platform for workflows throughout the organization, including HR, facilities and application management. I&O leaders must assess all of their options to obtain tools that best support their business objectives in all areas of the organization.

Best-in-class ITSM is shifting from a technical project mindset to a consumable product mindset. This roadmap describes the top seven areas of ITSM that must be improved to support digital business in 2022, and explains how I&O leaders can migrate to that state successfully.

IT service management tools enable infrastructure and operations leaders to deliver and support IT services. To select the appropriate tool, I&O leaders need to determine which of the popular ITSM products are best-suited to the requirements being driven by their I&O maturity levels.

IT service management tools are vital for infrastructure and operations organizations to manage support and delivery of IT services. This research profiles the market for enterprise ITSM tools to help I&O leaders make better selections.

Hype about AI grows as consumers become familiar with virtual assistants using conversational platforms. I&O leaders responsible for the IT service desk are keen to exploit this to optimize IT support, but neither the technology nor the workplace is ready to depend on virtual agents now.

IT service support management tools are key to enabling infrastructure and operations organizations to manage the support and delivery of IT service. I&O leaders should assess nine critical capabilities in four use cases to determine which ITSSM products are best-suited to their I&O maturity levels.

IT service support management tools are vital for infrastructure and operations organizations to manage support and delivery of IT services. This Magic Quadrant research profiles key vendors of enterprise ITSSM tools to help I&O leaders make better selections.

I&O leaders are bombarded with vendor and industry messaging to use ITSSM tools as a platform for all business activity, much like a mini ERP. Analysis across a broad array of product categories included in "enterprise service management" hype proves that these tools cannot yet support this vision. (G00281216)

Price is often the deciding factor in an IT service support management tool purchase. To be able to negotiate better deals, infrastructure and operations leaders need to be capable of determining how perpetual, subscription and SaaS license options affect the long-term net present cost of ownership.

Consumerization of IT is pushing I&O leaders to create and operate catalogs that provide business users with a shopping experience for IT services. Three different categories of IT service catalog tools and recent trends in the marketplace will influence tool selection.

I&O leaders are increasingly interested in IT self-service for support and request fulfillment, but often encounter lack of interest and engagement from business users. Identify the reasons for resistance in your organization and adapt your approach to achieve success.

IT service desks strive to address demands of the digital workplace, but must reduce the amount of simple and repeatable incidents and service requests they manually process. I&O leaders need to know how to "shift left" certain incidents and service requests by eliminating, automating or leveraging.

Going forward, Gartner will now define IT service support management tools with basic, intermediate and advanced classifications. I&O organizations should assess their maturity level and broader ITOM tooling strategy to make the appropriate tool selection.

Business demand is pushing organizations to create and operate catalogs that provide a shopping place for IT services. IT leaders need to know how this marketplace is changing, and what capabilities delineate how good a fit the vendors' offerings may be for their needs.

With the most common components of IT service support management tools being commoditized and many vendors claiming to provide best-in-class products, selecting the right one is often difficult. Gartner shows how to enhance your RFP process and force vendors to explain why their offering is best.

Not all incidents are preventable. This note explains how incident preparation reduces the impact of both repeated and unpreventable incidents and how to balance resource allocation between them.