The Best Service Catalog Tools, Featuring Gartner Insight

Organizations implementing request management portals for an IT service catalog or broader enterprise request management (ERM) have numerous vendor options to consider. Which offering is best in any individual situation depends of course on the specific needs of that company or government agency.

The decision process generally starts with research, and such research often includes evaluating reviews conducted by leading industry analysts. How does Kinetic Request compare to competitive systems in such evaluations?

Gartner Service Catalog Critical Capabilities ReportIn the recent Gartner report, Critical Capabilities for IT Service Catalog Tools [Jeffrey M. Brooks, Chris Matchett, 17 March 2014], the answer is: quite well.

As recently announced, Kinetic Request received an assessment of “Good,” the highest possible assessment given for Product Viability in this report. It is one of seven products evaluated to receive this rating. The research evaluated nine critical capabilities and various weightings of importance.

The report defines a service catalog in this way:

“IT service catalog tools are intended to improve business users’ customer experiences and to increase IT operations efficiency. IT service catalogs simplify the service request process for customers and improve customer satisfaction by presenting a single face of IT to the customer for all types of IT interactions… IT service catalog tools provide a process workflow engine that automates, manages and tracks service fulfillment.”

That definition—improving the user experience and service efficiency through a single portal linked to an automated process workflow engine—aligns well with the ERM concept, though ERM extends the service catalog beyond IT into potentially all shared services functions within an organization.

Kinetic Request is a powerful and flexible enterprise-wide request management portal application. It’s been praised by customers for helping to reduce helpdesk calls and workload, cutting request fulfillment time, eliminating paperwork, and providing significant cost savings.

Gartner clients and other organizations interested in reading the full evaluation can order the full Gartner report here.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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