Decision Matix: Selecting a Service Management Vendor (Competitor Focus)

Introduction

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

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.

Reasons to Purchase

*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.


Report Highlights
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.
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OVUM VIEW 1
CATALYST 1
SUMMARY 1
TABLE OF CONTENTS 2
TABLE OF FIGURES 3
MARKET DEVELOPMENTS 4
The IT Service Management Decision Matrix 6
Market leaders: BMC, CA and HP 7
Challengers: Axios, FrontRange, IBM, LANDesk and Service-now.com 7
Emerging challengers: ASG and EMC 8
MARKET LEADERS 9
Market Leaders: Technology 9
Market Leaders: User Sentiment 11
Market Leaders: Impact 13
VENDOR ANALYSIS 15
ASG: ITSM Radars 15
Recommendation: Explore 16
Axios: ITSM Radars 18
Recommendation: Consider 19
BMC: ITSM Radars 21
Recommendation: Shortlist 22
CA: ITSM Radars 24
Recommendation: Shortlist 25
EMC: ITSM Radars 27
Recommendation: Explore 28
FrontRange: ITSM Radars 30
Recommendation: Consider 31
HP: ITSM Radars 33
Recommendation: Shortlist 34
IBM: ITSM Radars 36
Recommendation: Consider 37
LANDesk: ITSM Radars 39
Recommendation: Consider 40
Service-now.com: ITSM Radars 42
Recommendation: Consider 43
APPENDIX 45
Summary scores 45
ovum Ratings 45
Methodology 46
Extended Methodology 46
Technology 46
User Sentiment 47
Market Impact 47
Ask the analyst 49
OVUM consulting 49
Disclaimer 49
List of Tables
Table 1: ITSM Decision Matrix* 6
Table 2: ITSM Decision Matrix - vendor scores summary 45
List of Figures
Figure 1: ITSM decision matrix* 6
Figure 2: Market Leaders analysis: Technology (Suite Components) 9
Figure 3: Market Leaders analysis: user sentiment 11
Figure 4: Market Leaders analysis: market impact 13
Figure 5: ASG Market Impact Radar 15
Figure 6: ASG User Sentiment Radar 16
Figure 7: ASG Technology Component Radar 17
Figure 8: Axios Market Impact Radar 18
Figure 9: Axios User Sentiment Radar 19
Figure 10: Axios Technology Component Radar 20
Figure 11: BMC Market Impact Radar 21
Figure 12: BMC User Sentiment Radar 22
Figure 13: BMC Technology Component Radar 23
Figure 14: CA Market Impact Radar 24
Figure 15: CA User Sentiment Radar 25
Figure 16: CA Technology Component Radar 26
Figure 17: EMC Market Impact Radar 27
Figure 18: EMC User Sentiment Radar 28
Figure 19: EMC Technology Component Radar 29
Figure 20: FrontRange Market Impact Radar 30
Figure 21: FrontRange User Sentiment Radar 31
Figure 22: FrontRange Technology Component Radar 32
Figure 23: HP Market Impact Radar 33
Figure 24: HP User Sentiment Radar 34
Figure 25: HP Technology Component Radar 35
Figure 26: IBM Market Impact Radar 36
Figure 27: IBM User Sentiment Radar 37
Figure 28: IBM Technology Component Radar 38
Figure 29: LANDesk Market Impact Radar 39
Figure 30: LANDesk User Sentiment Radar 40
Figure 31: LANDesk Technology Component Radar 41
Figure 32: Service-now.com Market Impact Radar 42
Figure 33: Service-now.com User Sentiment Radar 43
Figure 34: Service-now.com Technology Component Radar 44

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