Gartner 2022 Critical Capabilities for IT Service Management

Platforms Demonstration Script

Time allowed: 45 Minutes maximum. Due: June 22, 2022

Use this as a guide to ensure you demonstrate all requirements of each critical capability. You do not
need to return this script to Gartner. It is for your own tracking during your pre-recorded
demonstration.

Please refer to the Critical Capabilities Use Case Definition and Critical Capabilities Definition
provided with the kick-off letter, for an explanation of these capabilities. Each capability is scored
between 1 and 5 as follows:

1. Poor — Most or all defined requirements not achieved

2. Fair — Some requirements not achieved

3. Good — Generally meets requirements (may exceed some/not fully achieve others)

4. Excellent — Meets or exceeds some requirements

5. Outstanding — Significantly exceeds requirements

This is provided as a guide only and Gartner will use its discretion to determine the total scores. The
usability of the product is also evaluated within each capability.

Part of the evaluation for multichannel engagement, service reporting & resource management,
integrated AI, workflow automation & integration and case management will be performed using
your response to the vendor survey, in addition to this demonstration

We may follow up with specific questions after the demo, but this is your chance to highlight the
most important things you think we should know about this ITSM product. Do not assume the
reviewers have seen something in the past and skip it in the demo. Scores are based on what is
submitted to the analysts. If we cannot see it, we cannot score it. We will assume that if you do not
show a specific capability, it may be absent in your offering.

All features demonstrated should be available to all customers as part of a current, supported
release. If an activity shown on the video uses add-on components that require an additional cost
(from either your own portfolio or from a third-party), then this must be clearly announced. All of
these additional components must be accounted for in the product survey response when providing
the indicative costs. If a component is shown that requires an additional cost and the cost was not
provided, the component will not be scored. Cost of additional features will be reflected in the
Magic Quadrant under ‘Pricing Execution’. Any configuration or customization required to
demonstrate a capability (such as a custom report or portal design) must be clearly announced.

• There are no bonus points or awards for video production quality, theme music, special effects,
title screens or introductions.

• Videos should be provided in HD quality (at least 720p) and large enough so that the content is
legible.
• Videos must be recorded at standard 1x speed. Do not speed up longer videos to fit within the
time limit, as the result is unlikely to be legible.

• Audio quality needs to be good enough so that commentary is clear and audible.

• The use of headings, chapters or multiple video files to identify the specific capability being
addressed are helpful but not a requirement.

• We will send you information to upload your file to our secure online repository one week prior to
the due date.

This demo is for the sole use of the Gartner Analysts conducting the ITSM platforms market
research. Your video will not be distributed or made available to any other party with or outside of
Gartner Research & Advisory. Use a recording platform of your choice and please keep all videos
available until August 31st, 2022.

There are 8 capabilities (A to H). Note that capability H (Integrated AI) is to be demonstrated in
various places marked by [H]. The Integrated AI requirements are repeated in section H for
reference and do not need to be demonstrated twice.

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Capability A: IT support enablement

Through one or multiple scenarios of your choice, please demonstrate how your ITSM platform is
able to meet the following requirements (Note that this section contains 4 requirements that are
evaluated under the integrated AI capability which are marked with [H]:

1) Present the following types of contextual information to support agents:

a) End-user (such as subscribed services, user location and business role).

b) ITSM process (such as related incident or change records).

c) ITOM end-point and infrastructure status (such as server performance, device status and running
processes on the user’s workstation).

2) Match an incident to appropriate templates and playbooks to aid consistency, speed of response
and automation.

3) Assign or escalate tickets to experts and resolver teams using swarming techniques taking into
account the agent workloads, skills and availability.

4) Facilitate a collaborative session (using internal capabilities and/or external collaboration tools
(such as Teams or Slack)) during the course of a major/critical incident showing:

a) Facilitating a collaborative / swarming response team of subject matter experts.

b) Notifying and alerting relevant stakeholders (both business and IT).

5) [H] Use machine learning to prescribe classification, priority, and knowledge related to an incident
6) [H] Apply machine learning to internal and external sources of data (e.g. monitoring tools,
historical records) to identify root causes related to a problem.

7) [H] Proactively identify and remediate employee facing issues. (e.g. self-diagnosis and self-healing
capabilities).
8) [H] Leverage machine learning to identify knowledge experts (intelligent swarming)

Capability B: Multichannel engagement

Through one or multiple scenarios of your choice, please demonstrate how your ITSM platform is
able to meet the following requirements (Note that this section contains 3 requirements that are
evaluated under the integrated AI capability which are marked with [H]):

1) A portal or collaborative hub that supports peer support for employees.

a) Show how this is organized and how business consumers can find relevant content.

b) Show how these channels are moderated.

c) Identify incidents and requests from organic conversations.

d) Track the work/time/value when IT staff and employees respond

2) A service catalog that can be partitioned based on IT or business consumer roles and personas.

3) A virtual support agent that can automate (or trigger the automation of) fulfillment of solutions
and requests instead of simply displaying knowledge base articles for the business consumer to
action manually.

4) Context switching between the various channels so that a conversation or request on one channel
can seamlessly transition to another (e.g. virtual support agent to human live chat).

5) A knowledge base that federates content from various public and internal sources that can be
consumed via integrated search and other channels.

6) [H] Automate the creation of knowledge responses (for both knowledge base and virtual support
agent) using text analytics and smart data discovery on unstructured data.

7) [H] Use sentiment analysis / emotion AI across multiple channels (e.g. speech, chat, social media)
to identify user tone, emotions and context. This can be demonstrated as applied to a specific task
(e.g. for prioritization) and/or overall user experience reporting.

8) [H] Use trust-based metrics (such as peer ratings and citations) to ensure the quality of answer
provided in a knowledge base.

Capability C: Adaptive change & release

Through one or multiple scenarios of your choice, please demonstrate how your ITSM platform is
able to meet the following requirements (Note that this section contains 1 requirement that is
evaluated under the integrated AI capability which is marked with [H]):

1) A connection with other information sources to understand impact analysis and related impact to
other configuration items (CI’s) due to a potential change.

2) Standard change models that can be automated to increase flexibility and agility without
bypassing governance.

3) Manage the transition of change and release workflows in a DevOps, product teams, or SRE
scenario.
4) [H] Use machine learning to dynamically identify the risk of changes.

Capability D: Service configuration management

Through one or multiple scenarios of your choice, please demonstrate how your ITSM platform is
able to meet the following requirements:

1) Demonstrate the ability to federate IT service view CMDB data into an IT configuration
management system by creating bidirectional integration with other technology domain tools (such
as tools for IT monitoring, EA, IT security, and IT financial management), management tools for
ephemeral services (such as cloud management platforms, container management software and IoT
registries), and management tools for Agile and DevOps pipelines (such as continuous configuration
automation tools and application release automation tools).

2) Demonstrate the ability to create dependency relationship entries that relate IT services and
applications to abstracted operational levels supported by cloud, containers and other ephemeral
services. For example, the ability to represent an IaaS compute resource dependency (such as
Amazon EC2 or Azure Virtual Machines), the expected level of latency, throughput, network
performance from the provider, a link to a current and recent historical view of service performance,
and provider support contact information.

3) Demonstrate the ability to display IT service dependencies (e.g. graphical mapping and
visualization of infrastructure and applications, representations of relationships between
configuration items) and how visualization is used to reduce information overload, focus user on
quickly understanding content and context, and speeds root cause analysis, incident resolution,
aides capacity planning, conducting upgrades, understanding enterprise architecture.

4) Demonstrate the ability to manage an incremental, elaborative approach to building out an IT

Service View CMDB that adheres to a data model that can link component data through
intermediary dependencies to business capabilities, yet only requires the input of enough data to
improve a service or satisfy the strategic, operational, or tactical needs for a role-based set of users.

Capability E: Service reporting and resource management

Through one or multiple scenarios of your choice, please demonstrate how your ITSM platform is
able to meet the following requirements:

1) Monitor and measure experience level agreements (XLA)

2) Monitor and measure service level agreements in a line of service with multiple internal and
external service providers

3) Apply analytics to predict operational demand and performance.

4) Dashboards that help IT orgs demonstrate their value to the business.

5) Define and track performance of critical IT services.

6) Track and predict workforce resources availability and capacity.

7) Track both individual and team/function performance improvement objectives over time.

8) Break down a complex workflow to report on individual performance by steps or fulfilment teams
Capability F: Workflow automation & integration

Through one or multiple scenarios of your choice, please demonstrate how your ITSM platform is
able to meet the following requirements:

1) Automation and orchestration techniques to process and fulfill delivery of requests.

2) Bi-directionally interface with external ITOM tools and processes in the integrated workflow
designer

3) Bi-directionally interface with external development tools and processes in the integrated
workflow designer

4) Optimization of workflows by identifying potential bottlenecks.

Capability G: Case management

Through one or multiple scenarios of your choice, please demonstrate how your ITSM platform is
able to meet the following requirements:

1) Facilitate a complex new hire on-boarding request involving multiple line-of-business processes.
2) Provide a seamless user experience when requesting a variety of IT and non-IT services from
multiple underlying systems and processes.

Capability H: Integrated AI

These are replicated here for your information and tracking purposes and do not need to be
demonstrated twice.

Integrated AI is evaluated across the other capabilities. The following requirements were asked in
the sections as indicated by the section marker in square brackets.

1) [A] Use machine learning to prescribe classification, priority, and knowledge related to an incident

2) [A] Use machine learning along with internal and external sources of data (e.g. monitoring tools,
historical records) to identify root causes related to a problem.

3) [A] Proactively identify and remediate employee facing issues. (i.e. self-diagnosis and self-healing
capabilities).

4) [C] Use machine learning to dynamically identify the risk of changes.

5) [B] Automate the creation of knowledge responses (for both knowledge base and virtual support
agent) using text analytics and smart data discovery on unstructured data.

6) [B] Use sentiment analysis / emotion AI across multiple channels (e.g. speech, chat, social media)
to identify user tone, emotions and context. This can be demonstrated as applied to a specific task
(e.g. for prioritization) and/or overall user experience reporting.

7) [A] Leverage machine learning to identify knowledge experts (intelligent swarming).

8) [B] Use trust-based metrics (such as peer ratings and citations) to ensure the quality of answer
provided in a knowledge base.
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