Content of Figures
- Figure 1 The Overall Leadership rating for the ITSM market segment
- Figure 2 Product Leaders in the ITSM market segment
- Figure 3 Innovation Leaders in the ITSM market segment
- Figure 4 Market Leaders in the ITSM market segment
- Figure 5 The Market/Product Matrix.
- Figure 6 The Product/Innovation Matrix.
- Figure 7 The Innovation/Market Matrix
The growing reliance of business on information technology (IT) has led to the development of the IT service management (ITSM) solutions market aimed ...Login Get full Access
- The ITSM market continues to evolve and grow driven by accelerated digital transformation in the post-Covid era.
- ITSM is essential to business as ...
1.2 Market Segment
While ITSM is a mature software market, as the drive for digital transformation accelerates in the post-Covid era and most companies seek to cut costs ...Login Get full Access
1.3 Delivery models
As noted previously, while the ITSM is a well-established and mature market, it is continually evolving and consequently even the longest standing ven ...Login Get full Access
1.4 Required capabilities
When evaluating ITSM solutions, we begin by assessing standard criteria such as:
- Overall functionality
- Size of the company
- Number of customers ...
Selecting a vendor of a product or service must not be based only on the comparison provided by a KuppingerCole Leadership Compass. The Leadership Com ...Login Get full Access
2.1 Overall Leadership
Based on our rating, we created various Leadership ratings. The Overall Leadership rating provides a combined view of the ratings for:
- Product Lea ...
The Overall Leadership rating provides a consolidated view of all-round functionality, market presence, and financial security. However, these vendors ...Login Get full Access
2.2 Product Leadership
Product Leadership is the first specific category examined below. This view is mainly based on the analysis of service features and the overall capabi ...
Product Leadership is where we examine the functional strength and completeness of vendors’ ITSM solutions.
ServiceNow, BMC Software, IBM, Matrix42 ...Login Get full Access
2.3 Innovation Leadership
Next, we examine innovation in the marketplace. Innovation is, from our perspective, a key capability in all IT market segments. Customers require inn ...
Innovation Leaders are those vendors that are delivering cutting edge products, not only at customer request but also because they are driving the tec ...Login Get full Access
2.4 Market Leadership
Lastly, we analyze Market Leadership. This is an amalgamation of the number of customers, the geographic distribution of customers, the size of deploy ...
The Market Leaders in ITSM are: ServiceNow, BMC Software, IBM, and Micro Focus. All these companies are market veterans and were established before 20 ...Login Get full Access
3 Correlated View
While the Leadership charts identify leading vendors in certain categories, many customers are looking not only for a product leader, but for a vendor ...Login Get full Access
3.1 The Market/Product Matrix
The first of these correlated views contrasts Product Leadership and Market Leadership. This is where we see a more granular breakdown of the results ...
This chart shows how well vendors are doing in the market relative to product strength. Vendors below the line have a weaker market position than expe ...Login Get full Access
3.2 The Product/Innovation Matrix
This view shows how Product Leadership and Innovation Leadership are correlated. It is not surprising that there is a pretty good correlation between ...
The Technology Leaders are ServiceNow, BMC Software, IBM, Matrix42, and Alemba. Vendors above the line are more innovative than expected for their cur ...Login Get full Access
3.3 The Innovation/Market Matrix
The third matrix shows how Innovation Leadership and Market Leadership are related. Some vendors might perform well in the market without being Innova ...
In this final chart, we consider the intersection of Innovation and Market Position. The Big Ones are ServiceNow, BMC Software, and IBM.
Vendors ab ...Login Get full Access
4 Products and Vendors at a glance
This section provides an overview of the various products and/or services we have analyzed within this KuppingerCole Leadership Compass on IT Service ...Login Get full Access
4.1 Ratings at a glance
Based on our evaluation, a comparative overview of the ratings of all the products covered in this document is shown in Table 1.Login Get full Access
Table 1: Comparative overview of the ratings for the product capabilities
In addition, we provide in Table 2 an overview which also contains four ad ...Login Get full Access
Table 2: Comparative overview of the ratings for vendors
While these tables help provide an overview of all the vendors on some comparable features, ...Login Get full Access
5 Product/service evaluation
This section contains a quick rating for every product/service we’ve included in this KuppingerCole Leadership Compass document. For many of the pro ...Login Get full Access
Alemba was established in 2007. The company is headquartered in the UK and is privately held. Alemba’s focus is on service management for organizati ...Login Get full Access
BMC Software was founded in 1980 in Houston Texas and is privately held. The company is focusing investments into its vision and strategy of helping c ...Login Get full Access
Cherwell Software was founded in 2004 and launched its Cherwell Service Management (CSM) solution in 2007. The company is headquartered in Colorado Sp ...Login Get full Access
IBM is one of the leading companies in IT. Founded in 1911, it is one of the largest US-based firms. Control Desk customers are mainly in the enterpri ...Login Get full Access
Founded in 1985, Ivanti is privately held and part of the Clearlake Capital Group portfolio with headquarters in the US and offices in 23 countries. I ...Login Get full Access
ManageEngine is a division of privately held Zoho Corporation founded in 1996 and based in India. ManageEngine, headquartered in Pleasanton, US was la ...Login Get full Access
Established in 1991 with headquarters in Frankfurt, Germany, Matrix42 products include Enterprise Service management, Secure Unified Endpoint Manageme ...Login Get full Access
5.8 Micro Focus
Micro Focus is multinational software and IT firm founded in 1976 and based in the UK. Since then, the company has made several acquisitions, includin ...Login Get full Access
Founded in 2003 as Glidesoft, ServiceNow was incorporated the following year in California and is headquartered in Santa Clara. ServiceNow develops t ...Login Get full Access
6 Vendors and Market Segments to watch
Aside from the vendors covered in detail in this Leadership Compass document, we also observe other vendors in the market that we find interesting. So ...Login Get full Access
Atlassian was founded in Australia in 2002 and is headquartered in Sydney with Offices in the US, Netherlands, India, Japan, Philippines, and Turkey. ...Login Get full Access
6.2 Axios Systems
Axios Systems is a privately held ITSM and ITOM software company founded in 1988 and headquartered in Edinburgh, Scotland. Axios also has offices in A ...Login Get full Access
Broadcom, formerly known as Avago Technologies) is a US semiconductor and infrastructure software provider headquartered in San Jose, California. The ...Login Get full Access
Based in Espoo, Finland, Efecte was founded in 1998 as Bitmount Systems, rebranding in 2002 and switching to a cloud-based model in 2013. Although Efe ...Login Get full Access
EasyVista (formerly Staff & Line Group) is an IT service management company founded in 1988 in France with European headquarters in Paris and US headq ...Login Get full Access
Headquartered in the US, the cloud-based company was founded as Freshdesk in 2010 in India and has also has offices in Australia, France, Germany, Net ...Login Get full Access
Hornbill is an enterprise-scale cloud-based work automation and collaboration platform provider founded in 1995 and headquartered in Ruislip, UK.
H ...Login Get full Access
6.8 SunView Software
SunView Software is an American ITSM software provider founded in 2003 and based in Tampa, Florida.
SunView Software ChangeGear ITSM solution is des ...Login Get full Access
TOPdesk is a service management software company founded in 1997 and headquartered in Delft, Netherlands, with offices in the UK, Germany, Belgium, Hu ...Login Get full Access
USU is an ITSM and customer service management software and services company founded in 1977 and headquartered in Möglingen, Germany. USU also has of ...Login Get full Access
6.11 Vision Helpdesk
Vision Helpdesk is the flagship help desk software product from JPK Software solutions based in Nashik, Maharashtra, India and founded in 2005.
Int ...Login Get full Access
7 Related Research
Leadership Brief: Recommendations for aligning ITSM with IAM/IGA - 80262
Executive View: Clear Skye IGA: IGA on the ServiceNow NOW platform - 80412
Executive View: Osirium Opus Privileged IT Process Automation - 79068
Executive View: BMC Helix ITSM - 80396
Executive View: Cherwell ITSM - 80395