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.
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
Analysts:
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.
Narrow down the product and service criteria most important to you.
Use interactive features to customize usage scenarios based on your organization’s unique needs.
Use data to speed up provider selection and accelerate the procurement process.
We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.
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.
We benchmark pricing against the market so you avoid unnecessary charges.
We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.
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