IT Infrastructure Tools

Mobile Marketing

"The technical team exceeded our expectations... continually embracing the values by imagining the complex design; solving the technical challenges; building the solution with the desired functionality; and then leading the project from a vision into a reality. "

A leading Energy Company

Products » IT Infrastructure Tools » UCP


What is ITSM?

As per Gartner, IT Service Management (ITSM) tools enable IT operations organizations, specifically infrastructure and operations (I&O) managers, to better support the production environment. ITSM tools facilitate the tasks and workflows associated with the management and delivery of quality IT services. These are most heavily used by IT service desks and IT service delivery functions. Previously, Gartner has called ITSM tools by the name IT service support management tools (ITSSM tools).

Intelligent ITSM Platform

Technavio's research analyst predicts the global ITSM market to grow steadily at a CAGR of 8%-10% during the forecast period. Emerging technologies in the ITSM market are the primary growth driver for this market. The management of digital IT environments requires efficient connectivity and IT services to support emerging technologies. Currently, digital enterprises require a more dynamic and expansive system of service management that include mobility, cloud, social, and IOT – all delivered via networked digital services and platforms. A single ITSM tool, if utilized effectively, can help break down silos in an organization.

The rising need to support virtualized ICT ecosystems is expected to boost the market growth over the next four years. The increasingly virtualized environments in IT infrastructure - in several industry verticals - require optimum quality of IT services. ITSM strategies let organizations gain economic benefits by reducing the CAPEX and OPEX. Virtualization, cloud computing, and ITSM are some options that can create a competitive edge over other organizations.

Specific to SMEs, the Small and Medium Enterprises are anticipated to be the fastest-growing segment growing at a CAGR of over 17.5% till 2024. The demand for integrated Infrastructure Management including the Managed security services is increasing in the small and medium businesses owing to the minimal IT staffing to handle incidents & changes which will only increase further with the advent of Machine to Machine Infrastructure Communications, Sensors, IoT etc. While the IT infrastructure is getting strategically distributed between the Cloud as well as On Premise, the demand for having an integrated Unified ITSM platform remains, from a business perspective across major & emerging sectors. The key factor & the differentiator for the ITSM platforms & Tools would be intelligence, the ability to quickly analyze volumes of data coming through incidents, SIEM logs, Sensor data and be capable to trigger automated scripts to resolve the issues or recommend the most appropriate resolution, which can be accomplished by effective integration of Big Data Analytics & Machine Learning into the ITSM tool / platform. Further, provide Data aggregation providing the ability to consolidate data for near real time reports generation. They also look for common attributes and link relevant & related data points together into meaningful bundles. This technology provides the ability to perform a variety of correlation techniques to integrate different sources, to turn data into useful information & for continual service improvement through the Intelligent ITSM platform.

Gartner, Inc. is the world's leading information technology research and advisory company. Gartner delivers the technology-related insight necessary for its clients to make the right decisions, every day.

From CIOs and senior information technology (IT) leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to supply chain professionals, digital marketing professionals and technology investors, Gartner is the valuable partner to clients in more than 11,000 distinct enterprises.

As per Gartner, ITSM including the IT Security sector is growing with a rate of 17% a year. As IT Infrastructure, Devices & Sensors get added to organization's IT Asset base, data generation, incidents, threats etc. become more severe and complex, the demand for Intelligent ITSM Tools & platforms that integrate with SIEM tools for log interpretation will grow to more, per an industry research firm Frost & Sullivan.

Geographical segmentation and analysis of the ITSM market

According to, the Americas accounted for 56% of the market share during 2015. The ITSM market in the Americas is primarily driven by increased adoption of SaaS-based ITSM solutions. Vendors are offering cost-effective ITSM solutions, such as software applications and platforms on which developers can build customized IT solutions. Vendors are targeting the North American market as their customer base has expanded significantly from 2015.

For more information please contact us.

Contact Us

Why Choose GSS?

  • Expertise in BS-25999, ISO 27001, ITIL V3, ITSM Processes to design security solutions
  • Certified Consultants - CCNA, CCNP,CCSE,CCVP CCIE CISSP, CSIM experts
  • Strategic partnerships with RSA, Symantec, HP, EMC and CISCO