KuppingerCole Report
Leadership Compass
By Warwick Ashford

IT Service Management

This report provides an overview of the market for IT Service Management (ITSM) and provides you with a compass to help you to find the solution that best meets your needs. We examine the market segment, vendor service functionality, relative market share, and innovative approaches to providing ITSM solutions.

1 Introduction

The growing reliance of business on information technology (IT) has led to the development of the IT service management (ITSM) solutions market aimed ...

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1.1 Highlights

  • The ITSM market continues to evolve and grow driven by accelerated digital transformation in the post-Covid era.
  • ITSM is essential to business as ...
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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 ...

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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 ...

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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 ...
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2 Leadership

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 ...

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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 ...

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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 ...

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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 ...

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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 ...

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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 ...

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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 ...

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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 ...

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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 ...

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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 ...

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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.

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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 ...

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Table 2: Comparative overview of the ratings for vendors

While these tables help provide an overview of all the vendors on some comparable features, ...

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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 ...

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5.1 Alemba

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 ...

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5.2 BMC

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 ...

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5.3 Cherwell

Cherwell Software was founded in 2004 and launched its Cherwell Service Management (CSM) solution in 2007. The company is headquartered in Colorado Sp ...

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5.4 IBM

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 ...

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5.5 Ivanti

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 ...

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5.6 ManageEngine

ManageEngine is a division of privately held Zoho Corporation founded in 1996 and based in India. ManageEngine, headquartered in Pleasanton, US was la ...

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5.7 Matrix42

Established in 1991 with headquarters in Frankfurt, Germany, Matrix42 products include Enterprise Service management, Secure Unified Endpoint Manageme ...

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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 ...

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5.9 ServiceNow

Founded in 2003 as Glidesoft, ServiceNow was incorporated the following year in California and is headquartered in Santa Clara. ServiceNow develops t ...

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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 ...

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6.1 Atlassian

Atlassian was founded in Australia in 2002 and is headquartered in Sydney with Offices in the US, Netherlands, India, Japan, Philippines, and Turkey. ...

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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 ...

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6.3 Broadcom

Broadcom, formerly known as Avago Technologies) is a US semiconductor and infrastructure software provider headquartered in San Jose, California. The ...

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6.4 Efecte

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 ...

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6.5 EasyVista

EasyVista (formerly Staff & Line Group) is an IT service management company founded in 1988 in France with European headquarters in Paris and US headq ...

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6.6 Freshworks

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 ...

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6.7 Hornbill

Hornbill is an enterprise-scale cloud-based work automation and collaboration platform provider founded in 1995 and headquartered in Ruislip, UK.

H ...

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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 ...

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6.9 TOPdesk

TOPdesk is a service management software company founded in 1997 and headquartered in Delft, Netherlands, with offices in the UK, Germany, Belgium, Hu ...

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6.10 USU

USU is an ITSM and customer service management software and services company founded in 1977 and headquartered in Möglingen, Germany. USU also has of ...

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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 ...

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Methodology

Copyright

©2021 KuppingerCole Analysts AG all rights reserved. Reproduction and distribution of this publication in any form is forbidden unless prior written permission. All conclusions, recommendations and predictions in this document represent KuppingerCole´s initial view. Through gathering more information and performing deep analysis, positions presented in this document will be subject to refinements or even major changes. KuppingerCole disclaim all warranties as to the completeness, accuracy and/or adequacy of this information. Even if KuppingerCole research documents may discuss legal issues related to information security and technology, KuppingerCole do not provide any legal services or advice and its publications shall not be used as such. KuppingerCole shall have no liability for errors or inadequacies in the information contained in this document. Any opinion expressed may be subject to change without notice. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

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