IT Systems Management: Managing IT as a Business (Strategic Focus)

This report provides an in-depth look into the trends influencing the ITSM market and discusses the most important technology developments and their impact on the way ITSM is used. The report also looks into the competitive dynamics of the market and provides vendors with advice on how to improve their approach to marketing their ITSM offerings.

Report Highlights
ITSM vendors are responding to the urgent challenges facing large enterprises in terms of IT and its interaction with business needs and activities. There has been a persistent gap between enterprise expectations and technology that prevented enterprises from realizing the full value of ITSM.

The four vendors that have traditionally dominated the ITSM market (BMC, CA, HP and IBM) have continued to dominate it in terms of technology, market impact and end-user mindshare. These vendors vary in their capabilities, and among them HP and IBM emerge as the strongest.

Enterprises are facing marked rises in energy and cooling costs around IT implementations across data centers, networks and desktops. Furthermore, power consumption, cooling requirements and other physical limitations have become real barriers to the evolution of IT within enterprises.
[Studien Infos ausblenden]

OVERVIEW 1
Catalyst 1
Summary 1
KEY MESSAGES 2
ITSM's role in increasing efficiency will drive market growth despite economic uncertainty 2
The ITSM opportunity is excellent, but vendors should focus on fast-growing segments 2
ITSM technology developments are leading to more efficient, controlled and automated IT 2
In the ITSM market, technology depth and expertise outweigh all other considerations 3
The ""big four"", namely BMC, CA, HP and IBM, continue to dominate the market 3
TABLE OF CONTENTS 4
TABLE OF FIGURES 5
TABLE OF TABLES 5
MARKET OPPORTUNITY 6
ITSM's role in increasing efficiency will drive market growth despite economic uncertainty 6
End-user data also indicate that the ITSM market will remain resilient 8
Key technology requirements are combining to fuel the growth of the ITSM market 9
Green IT and the drive for energy efficiency are key drivers for the uptake of ITSM solutions 9
Modularity and standard interfaces lead to more flexible, responsive and efficient IT 9
Many security and compliance issues are, in reality, IT management issues 9
The ITSM opportunity is excellent, but vendors should focus on fast-growing segments 10
SMEs represent the most promising growth opportunity for ITSM vendors 10
The penetration of ITSM in the government sector remains relatively low 10
ITSM adoption in the education sector is high, largely due to the requirement for desktop management 12
All technology segments within ITSM are expected to grow, regardless of their penetration 12
However, the growth of BSM and configuration management will outpace more mature technologies 14
The greater emphasis on ITIL in European markets will cause them to grow faster than other geographies 15
TECHNOLOGY EVOLUTION 16
The rise of virtualization management will follow the rapid uptake of virtualization 16
ITSM is bringing enterprises closer to the vision of industrialized, autonomous IT 16
BSM will evolve into the centerpiece of ITSM offerings 17
Convergence is causing network management to be subsumed into other elements of ITSM 17
The scope of application management will broaden to include more granular metrics 18
Auditing and governance capabilities are also becoming a standard part of ITSM 18
ITSM will be increasingly used to support enterprise architecture initiatives 18
Desktop management will be forced into a period of significant change and convergence 19
In summary, technology changes are leading to more efficient, controlled and automated IT 20
CUSTOMER IMPACT 21
ITSM helps enterprises to achieve alignment, while supporting added functionality 21
The efficiency gains achieved through ITSM go beyond cost savings 22
Larger enterprises with more complex IT environments benefit more from BSM 23
End-users will increasingly rely on ITSM for compliance and security functionality 24
COMPETITIVE LANDSCAPE 25
In the ITSM market, technology depth and expertise outweigh all other considerations 25
Financial stability represents a further reason for the dominance of large infrastructure vendors in ITSM 25
End-users desire a greater emphasis on vertical expertise from ITSM vendors 26
The ""big four"", namely BMC, CA, HP and IBM, continue to dominate the ITSM market 27
HP and IBM are clear market leaders in terms of technology and market impact 28
HP is significantly ahead of its competitors in terms of revenue growth, while CA's growth has stumbled 28
CA needs to use its technology strengths to drive its revenue growth and market impact 29
The leading vendors have the strongest technology, but challengers are close behind 30
Administration and reporting features are a key opportunity for improvement and differentiation 31
Microsoft has made significant advances in its technology and is gradually approaching the market leaders 31
BMC has an impressive offering and will continue to compete effectively, particularly around BSM 31
GO TO MARKET 32
Resellers are challenging the dominance of the direct channel 32
The reseller channel has the potential to accelerate the uptake of ITSM in the SME market 33
The market is not ready for hosted ITSM but niche opportunities exist 34
Vendors must provide significant policy and architecture support for their customers 34
Explicit support for staged deployment of ITSM is a vital element of successful messaging 35
Vendors must manage customer expectations and avoid over-promising 35
Vendors will benefit from highlighting their auditing and governance capabilities 35
APPENDIX 36
Definitions 36
Methodology 36
Further reading 36
Ask the analyst 36
Datamonitor consulting 37
Disclaimer 37
[Inhaltsverzeichnis ausblenden]

Table 1: Growth in ITSM revenues, by region ($m) 7
Table 2: Penetration of ITSM solutions by vertical market 11
Table 3: The change in market penetration of ITSM technologies over the next 24 months 14
Table 4: ITSM growth by technology segment, 2006-2012 15
Figure 1: The global ITSM market is expected to exceed $14bn by 2012 7
Figure 2: Enterprises that invest in ITSM show higher growth compared to the market average 8
Figure 3: ITSM is largely horizontal but the government sector represents an untapped opportunity 11
Figure 4: Significant uptake is expected across all sub-segments of the ITSM market 13
Figure 5: BSM will grow more rapidly than other ITSM technologies 14
Figure 6: The stages of maturity in IT management 17
Figure 7: The desktop management market is gradually being subsumed into ITSM 20
Figure 8: ITSM covers IT infrastructure, management processes and services 21
Figure 9: IT and business alignment is the most important driver for investment in ITSM. 22
Figure 10: SMEs face difficulties in benefiting from ITSM solutions at early stages of maturity 24
Figure 11: The most important factors that end-users consider when choosing an ITSM vendor 25
Figure 12: The ITSM Decision Matrix 27
Figure 13: HP's ITSM revenue growth has outpaced its competitors 29
Figure 14: Overall, the top four vendors also have the strongest technology offerings 30
Figure 15: A significant proportion of IT decision-makers prefer buying ITSM from resellers 33
Figure 16: Deployment preference for ITSM vendors 34
[Tabellenverzeichnis ausblenden]