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Decision Matix: Selecting a Service Management Vendor (Competitor Focus)
Datamonitor, March 2010, Pages: 49
This report provides a summary of the capabilities of the leading IT Service Management (ITSM) vendors based on a quantitative assessment of their market impact and end user sentiment, as well as an objective assessment of the technology features they offer. Datamonitor also provides vendor selection guidance for enterprises looking to deploy ITSM solutions.
Scope
- Provides an overview of the most important trends affecting the ITSM market.
- Delivers an overall comparison of ITSM vendors in terms of technology strength, user perception and market impact.
- Presents a detailed view of each vendor's ITSM solutions, together with advice on the suitability of these offerings to end users.
- The report covers the following vendors: ASG, Axios, BMC, CA, EMC, FrontRange, HP, IBM, LANDesk, and Service-now.com.
Highlights of this title
The ITSM market is characterized by a high degree of functional parity. CA leads the market by a small margin, followed closely by HP and BMC. FrontRange and Service-now.com join Axios, IBM and LANDesk as the key challengers in the market, with ASG and EMC grouped in the emerging vendor league.
The Software as a Service (SaaS) model is fast emerging as a necessary option for vendors in the ITSM market. With a majority of enterprises approaching ITSM in a staggered or phased manner, the ability to deploy various ITSM tools in a modular and way that is easy to support has become crucial.
With ITIL v3 acting as a best practices framework, enterprises increasingly expect vendor offerings to support processes outlined in the framework, in addition to seeking consulting and assessment services to streamline their core service management processes before adopting a technology solution.
Key reasons to purchase this title
- Gain detailed knowledge of ITSM vendors' strengths with regards to technology, user sentiment and market impact.
- ITSM vendors can benchmark their own performance in various key criteria against their competitors.
- Enterprise IT managers will gain valuable insight to improve their ITSM purchasing decisions.
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