Gartner Research

Critical Capabilities for AI Applications in IT Service Management

Published: 03 September 2025

Summary

Artificial intelligence applications in IT service management are tools that use AI to augment and extend ITSM workflows to provide intelligent advice and actions for I&O leaders and their IT support teams. Use this research to identify products that will meet your needs.

Included in Full Research

  • Aisera
  • Atlassian
  • BMC Helix
  • Freshworks
  • Halo
  • ManageEngine
  • Moveworks
  • ServiceNow
  • SymphonyAI
  • SysAid
  • Virtual Support Agent
  • Operations Assistant
  • Agent Advisory
  • AI Search
  • IT Content Generation
  • Case Clustering
  • Agentic ITSM
  • AI for End-User Self-Service
  • AI for ITSM Practitioners
  • AI for ITSM Practice Leads
  • AI for Autonomous ITSM

Analysts:

Rich Doheny,  Chris Matchett,  Ankita Hundal,  Tyler Cheney

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:
Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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