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For Infrastructure & Operations Professionals

Vendor Landscape: ITSM SaaS Solutions

I&O Pros Can Narrow A Crowded Field By Answering Five Key Questions

February 19, 2016


  • By Eveline Oehrlich,
  • Elinor Klavens
  • with Laura Koetzle,
  • Megan Doerr

Why Read This Report

Most infrastructure and operations (I&O) organizations have already adopted IT service management (ITSM) tools in some form, with many aggressively expanding their use cases. These solutions still focus on managing incidents, problems, and changes, but today's workforce needs services, processes, and technologies anywhere and at any time so that they can continuously win, serve, and retain customers. Thus, I&O leaders are seeking greater automation and better tools. This report details the landscape of ITSM software-as-a-service (SaaS) solutions.

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Table of Contents

  • ITSM Must Support Digital Business Transformation
  • Understand People And Process Needs Before Selecting Technology
  • Ask Five Questions To Navigate The ITSM Vendor Landscape
  • The Vendor Landscape: ITSM Suites, Niches, And Newcomers
  • What It Means

  • The Future Will Bring More Automation And Intelligence To ITSM
  • Supplemental Material
  • Related Research Documents