In the 2021 Critical Capabilities for IT service management tools report, Gartner evaluates 11 ITSM vendors based on 13 critical capabilities and four Use Cases to assist businesses in their ITSM purchasing decisions.
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Gartner, Critical Capabilities for IT Service Management Tools, Rich Doheny, Keith Andes, Chris Matchett, 31 August 2021
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Basic-Maturity I&O Use Case, Intermediate-Maturity I&O Use Case, Advanced Maturity I&O Use Case, and Agile & DevOps Support Use Case.