Gartner Magic Quadrant 2013 for ITSSM Tools

Gartner Magic Quadrant 2013 for IT Service Support Management Tools

IT service support management tools go beyond traditional service desk ticketing and reporting functions to address release governance and provide visibility into the production environment. I&O organizations aspiring to mature can use this research to evaluate products to support their efforts.

 Market Definition / Description 

IT service support management (ITSSM) tools extend the capabilities of IT service desk tools by providing modules that automate configuration and release governance processes, and provide a business view of IT services. These capabilities enable the IT support organization to manage incidents, problems, changes and service requests throughout their life cycles at a more efficient and effective rate. ITSSM tools also provide capabilities that enable business end users to gain knowledge to support and resolve their computing-related issues or to request an IT service.

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