Market Guide for IT Service Management Platforms

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IT leaders require robust ITSM platforms to drive business value in the services they provide, and are increasingly looking for these products to support digital business transformation outside IT. These platforms help I&O teams automate processes and design workflows, as well as support continual service improvement initiatives. As organizational needs evolve, they provide action-oriented insights that enable better decision making, orchestration and process automation choices, and multichannel support.

The must-have capabilities for this market include native workflows supporting the following ITSM practices:

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In addition, these platforms must provide a technology asset inventory database that links to the workflows.

Standard capabilities for this market include:

• Multichannel engagement of users — e.g., portal, mobile, virtual support agent, live chat, walk-up and collaborative support hub

• Service configuration management

• Service reporting and resource management

• Service catalog management

• Service level management

• Workflow, automation and integration among IT operations management (ITOM) tools, development tool chain and service providers

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