Gartner Hype Cycle for ITSM, 2021

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Technology is ever changing and constantly evolving to meet the needs of consumers. Software companies make bold guarantees that their technology is the best solution on the market. It is a challenge for companies to recognize the difference between hype and what is commercially feasible for their business.

According to Gartner, their Hype Cycle methodology gives companies a view of how a technology or application will evolve over time and will provide insight on managing its deployments within the context of your business goals.

Gartner’s Hype Cycles educate buyers about the promise of rising technology in the specific context of their industry. To provide insight to consumers, Gartner Hype Cycles dig into the five phases of a technology’s life cycle: Innovation Trigger, Peak of Inflated Expectations, Trough of Disillusionment, Slope of Enlightenment, and Plateau of Productivity. With this, technology purchasers can discern hype from the real drivers of a technology’s commercial promise. This will ultimately diminish the possibility of making the wrong decision for your technology investment. Additionally, the Gartner Hype Cycle will assess your personal understanding of a technology company’s business value with the neutrality of an experienced, unbiased IT analyst.

Gartner’s Hype Cycle for IT Service Management includes Micro Focus on their recommended vendor list for IT Service View CMDB. Gartner defines that “an IT Service View configuration management database (CMDB) is a logical repository with four functional characteristics: IT service modeling and mapping, and configuration item (CI) record integration/federation, reconciliation and synchronization. Furthermore, it provides a consolidated view of selected sources of IT asset inventory and configuration data that have been integrated and reconciled into a single IT Service View that supports improved decision making for IT service delivery.”  IT Service View CMDB offers users a better understanding and view of important relationships in IT services.

This ultimately improves decisions in IT departments in almost all areas of IT operations.

More specifically, the two leading use cases that IT Service View CMDB focuses on is improving change impact assessment and root cause analysis.

In Gartner’s Hype Cycle assessment of IT Service View CMDB, they offer many recommendations for end users to consider. The first suggestion that technology purchasers need to contemplate before making an investment in IT Service View CMDB is to establish process and data ownership and understand the current state of data usage for operational decision making if your company is deficient in change and configuration management. Another recommendation Gartner includes in their evaluation in an IT Service View CMDB configuration model is to only incorporate data that has a direct impact on a goal, and a distinctly specified owner and mechanism to update the data to reflect changes in the environment. Lastly, Gartner explains that it is important for an enterprise to coordinate with detailed data that is available in newer technologies. This includes configuration automation, cloud management platforms, and container registries. Micro Focus’s Universal CMDB solution reconciles discovered data with other integrated data sources that allows enterprises to create a single trusted data source that supports their IT operations. This data can empower use cases such as cloud migration, IT service management, IT asset management, business availability, and security and compliance.

See the Gartner Hype Cycle evaluation here

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