Cherwelll Magic Quadrant For IT Service Support Management Tools

3/30/2015
MagicQuadrantforITServiceSupportManagementTools
MagicQuadrantforITServiceSupport
ManagementTools
25August2014ID:G00260504
Analyst(s):JarodGreene,ChrisMatchett,TapatiBandopadhyay
VIEWSUMMARY
Tobettersupportthebusiness,I&OmanagersoftenturntoITservicesupportmanagementtools.The
vendorsinthisMagicQuadrantofferintegratedproductsthataddressfunctionalityfromacombined
perspectiveofpeople,processesandtooling.
ADDITIONALPERSPECTIVES
Geography:Europe
EVALUATIONCRITERIADEFINITIONS
AbilitytoExecute
MarketDefinition/Description
ITservicesupportmanagement(ITSSM)toolsenableIToperationsorganizations,specifically
infrastructureandoperations(I&O)managers,tobettersupporttheproductionenvironment.ITSSM
toolsautomatethetasksandworkflowsassociatedwiththemanagementanddeliveryofqualityIT
servicestothebusiness.
MagicQuadrant
Figure1.MagicQuadrantforITServiceSupportManagementTools
Product/Service:Coregoodsandservicesofferedby
thevendorforthedefinedmarket.Thisincludes
currentproduct/servicecapabilities,quality,feature
sets,skillsandsoon,whetherofferednativelyor
throughOEMagreements/partnershipsasdefinedin
themarketdefinitionanddetailedinthesubcriteria.
OverallViability:Viabilityincludesanassessmentof
theoverallorganization'sfinancialhealth,thefinancial
andpracticalsuccessofthebusinessunit,andthe
likelihoodthattheindividualbusinessunitwillcontinue
investingintheproduct,willcontinueofferingthe
productandwilladvancethestateoftheartwithinthe
organization'sportfolioofproducts.
SalesExecution/Pricing:Thevendor'scapabilitiesin
allpresalesactivitiesandthestructurethatsupports
them.Thisincludesdealmanagement,pricingand
negotiation,presalessupport,andtheoverall
effectivenessofthesaleschannel.
MarketResponsiveness/Record:Abilitytorespond,
changedirection,beflexibleandachievecompetitive
successasopportunitiesdevelop,competitorsact,
customerneedsevolveandmarketdynamicschange.
Thiscriterionalsoconsidersthevendor'shistoryof
responsiveness.
MarketingExecution:Theclarity,quality,creativity
andefficacyofprogramsdesignedtodeliverthe
organization'smessagetoinfluencethemarket,
promotethebrandandbusiness,increaseawareness
oftheproducts,andestablishapositiveidentification
withtheproduct/brandandorganizationintheminds
ofbuyers.This"mindshare"canbedrivenbya
combinationofpublicity,promotionalinitiatives,
thoughtleadership,wordofmouthandsalesactivities.
CustomerExperience:Relationships,productsand
services/programsthatenableclientstobesuccessful
withtheproductsevaluated.Specifically,thisincludes
thewayscustomersreceivetechnicalsupportor
accountsupport.Thiscanalsoincludeancillarytools,
customersupportprograms(andthequalitythereof),
availabilityofusergroups,servicelevelagreements
andsoon.
Operations:Theabilityoftheorganizationtomeet
itsgoalsandcommitments.Factorsincludethequality
oftheorganizationalstructure,includingskills,
experiences,programs,systemsandothervehicles
thatenabletheorganizationtooperateeffectivelyand
efficientlyonanongoingbasis.
CompletenessofVision
MarketUnderstanding:Abilityofthevendorto
understandbuyers'wantsandneedsandtotranslate
thoseintoproductsandservices.Vendorsthatshow
thehighestdegreeofvisionlistentoandunderstand
buyers'wantsandneeds,andcanshapeorenhance
thosewiththeiraddedvision.
Source:Gartner(August2014)
VendorStrengthsandCautions
AxiosSystems
OfferingEvaluated:Axiosassyst
MarketingStrategy:Aclear,differentiatedsetof
messagesconsistentlycommunicatedthroughoutthe
organizationandexternalizedthroughthewebsite,
advertising,customerprogramsandpositioning
statements.
SalesStrategy:Thestrategyforsellingproductsthat
usestheappropriatenetworkofdirectandindirect
sales,marketing,service,andcommunication
http://www.gartner.com/technology/reprints.do?id=120CDN9U&ct=140826&st=sb&__hssc=193246962.2.1427743162272&__hstc=193246962.78841b0acdaf9
1/14
3/30/2015
Foundedin1988,AxiosSystems(Axios)isaprivatelyheldcompanywithheadquartersinEdinburgh,
Scotland.Itsfounderwaspartoftheworkgroupthathelpedshapethecontentsandformatofthe
originalITILbooksduringthegenesisoftheITServiceManagementForum(itSMF)consequently,Axios
assystisstronglyalignedwithITILbestpractices.AxiosprovidesawellregardedITservicecatalogthatis
licensedwithinitsITSSMsolution.Axios'highlydifferentiatedITResourcePerformanceManagement
(RPM)featureusessocialcollaborationandgamificationtoenableproblemsolvingandknowledgesharing
amongITgroups.
Strengths
AxiosconcentratesexclusivelyonprovidingITSSMsolutions.
Axioshasahighlevelofmarketunderstandingwithrespecttomobile,socialandcontextaware
capabilities,demonstratedinITRPMandtheInfoZoneview(contextualinformationaboutusersand
theITenvironmentfordecisionsupport)forsupportanalystsandtechnicians.
Axiosmaintainsgoodrelationshipswithcustomersandincorporatessignificantclientfeedbackinto
productdevelopment.
Cautions
Itssalescapabilitiesarenotaseffectiveasitscompetitorsinsomeregions,asAxiosstrugglestoadd
customersquickly.
TheselfserviceportalcapabilitiesrequireAdobeFlash,whichhasthepotentialtopresentaccess
challengesformobileusersthatcannotuseFlash.
affiliatesthatextendthescopeanddepthofmarket
reach,skills,expertise,technologies,servicesandthe
customerbase.
Offering(Product)Strategy:Thevendor'sapproach
toproductdevelopmentanddeliverythatemphasizes
differentiation,functionality,methodologyandfeature
setsastheymaptocurrentandfuturerequirements.
BusinessModel:Thesoundnessandlogicofthe
vendor'sunderlyingbusinessproposition.
Vertical/IndustryStrategy:Thevendor'sstrategy
todirectresources,skillsandofferingstomeetthe
specificneedsofindividualmarketsegments,including
verticalmarkets.
Innovation:Direct,related,complementaryand
synergisticlayoutsofresources,expertiseorcapital
forinvestment,consolidation,defensiveorpre
emptivepurposes.
GeographicStrategy:Thevendor'sstrategytodirect
resources,skillsandofferingstomeetthespecific
needsofgeographiesoutsidethe"home"ornative
geography,eitherdirectlyorthroughpartners,
channelsandsubsidiariesasappropriateforthat
geographyandmarket.
TheprocessdesignertoolthatalignsAxiosassystwithalternativeITprocessmanagement
frameworksiscumbersome.
BMCSoftware
OfferingsEvaluated:BMCRemedyITSMSuite,BMCFootPrintsServiceCoreandBMCRemedyforce
Foundedin1980,BMCSoftware(BMC)isaprivatelyheldcompanyheadquarteredinHouston,Texas.
BMClicensesthreeenterpriseorientedITSSMproducts:BMCRemedyITSMSuite,BMCFootPrintsService
CoreandBMCRemedyforce.RemedyITSMisavailableinonpremisesandSaaSmodels(Remedy
OnDemand).Theproductsareaimedatorganizationsandmanagedserviceprovidersthathavehigher
thanaveragelevelsofITmaturity.BMCFootPrints(licensedperpetuallyonpremises)andBMC
Remedyforce(licensedintheSaaSmodel)targetmidsizetoenterpriselevelcustomersandworkwellfor
customerswhohaveloworaveragelevelsofITmaturity.WhileallproductsbenefitfromBMC'sglobal
marketingandsaleschannels,thesourcecodesforallthreeproductsdiffer.AlthoughBMCstillholdsthe
majorityofITSSMmarketshare,itspositionhasdeclinedsince2012.ThestrengthofBMC'sproduct
lineupoftenleadsprospectivecustomerstoshortlistitforenterpriseleveldeals,butBMCoftenloses
becauseofitspricingandcomplexity.(ForfurtherinformationonBMC,see"VendorRating:BMC
Software"and"SWOT:BMCSoftware,ITOMSoftware,Worldwide.")
Strengths
TheintroductionofMyITandAppZonehighlightsBMC'sunderstandingoftheneedsofhigher
maturity,servicealignedITorganizationsBMCseekstoimprovebusinessuserproductivityand
provideamoresatisfyingexperienceforcustomerswhenworkingwiththeITorganization.
BMC'sabilitytotargetmultiplemarketsegmentsbyofferingproductswithvaryingeaseofuseand
capabilitylevelspositionsittocompeteinmorebidsthanotherITSSMvendors.
BMCmaintainsexcellentIToperationsmanagement(ITOM)brandrecognitionoutsideITSSM,and
workstointegrateitsbroaderportfolioofproductswithitsITSSMsolutions.
Cautions
GartnerbelievescurrentdebtloadwilllikelylimitBMC'soptionsfordoingmajoracquisitionswithin
theITSSMfamilyofproducts.
BroadmarketconfusionremainsaroundwhichBMCITSSMproductsbestmeettheneedsof
particularcustomers.
CustomersofRemedyforceandFootPrintsthatdesirebroaderBMCfunctionalitiescurrentlydonot
havethesameintegrationexperienceacrossallproductsintheBMCITOMportfolio.
CATechnologies
OfferingsEvaluated:CAServiceManagementandCACloudServiceManagement
Foundedin1976,CATechnologies(CA)isapubliclyheldcompanyheadquarteredinIslandia,NewYork.
CAlicensestwoITSSMproducts:CAServiceManagementandCACloudServiceManagement.CAService
Managementisprimarilylicensedperpetuallyonpremises.CloudServiceManagement(formerlyknown
asCANimsoftServiceDesk)islicensedexclusivelyintheSaaSmodel.CA'sbifurcatedproductapproach
hassucceededinlargeenterprise,lowmaturitydeals,whereCloudServiceManagementhaswon,and
CAServiceManagementwouldnothavefaredwell.CAhasbeeneffectiveinincreasingbrandawareness,
anditsprogramsthatofferextendedtrialsforproductssuchasCACloudServiceManagementhavebeen
wellreceived.Inamarketwherecustomersreplacetoolsoften,CAcustomerretentionhasbeenhigh,
dueinparttoitscustomeroutreachandengagementprograms.(ForfurtherinformationonCA
Technologies,see"VendorRating:CATechnologies.")
Strengths
CAServiceManagementandCACloudServiceManagementusemobileandsocialcapabilities
effectivelyforITbusinessandinternalITcommunicationandcollaboration.
ImprovedmarketingofCACloudServiceManagementhasbeenwellreceivedbyenterprise
2/14
3/30/2015
organizationswithlowmaturitylevelsasegmentthathastraditionallybeendifficultforproducts
tocaterto.
CAremainsawellregardedbrandwithhighlevelsofmarketawareness.
Cautions
ProspectivecustomersperceiveCAServiceManagementastoocomplex,becauseitfailstoprovidea
unifiedviewacrossallITadministrativeproductconsoles.
CAServiceManagementlacksdashboardcapabilitiesandonlyoffersenhancedreportingthrougha
partnershipwithXtractionSolutions,whichincreasesthetotalcostofownership(TCO)for
customerswhodesirericherdashboardcapabilities.
AlthoughCAhasimproveditsupgradepath,manycustomersuseolderversionsofCAService
Management.
CherwellSoftware
OfferingEvaluated:CherwellServiceManagement
CherwellSoftware(Cherwell)isaprivatelyownedcompanyheadquarteredinColoradoSprings,Colorado.
CherwellfocusesexclusivelyonITservicemanagement.Itprovidesasimplepricingmodel,andlicenses
itssolutioninperpetualandSaaSmodels,whichappealtosmallormidsizebusinesses(SMBs).Cherwell
recentlyaddedmergeableapplications(mApps)capabilitiesthatallowCherwell'spartnersandcustomers
toexchangeconfigurationsandusercreatedintegrationswitheachother.Thus,Cherwell'scustomers
haveopportunitiestoextendthevalueoftheirinvestmentswithoutsignificantlyleveraginginternal
resourcesorhiringthirdpartyprofessionalservicespartners.Cherwellisexpandingitsofficesand
partnershipsglobally,whichhascoincidedwithitsrisinglevelofmarketawareness.
Strengths
Cherwell'sexcellentcustomerserviceandsupporthasresultedinhighrenewalratesandpositive
customerfeedback.
CherwellhasimproveditsITselfservice,reportinganddashboardcapabilities,whichhelpresource
constrainedorganizationstostreamlinesupportanddemonstratebusinessvalue.
Cherwellhasimproveditssaleschannels,whichhaveledtobetterhandlingofdealmanagement
andbetterpricing.
Cautions
CherwelllacksnativeITOMcapabilitiesandeaseofintegrationwithbroaderITOMfunctionalities.
Cherwellisstilltryingtocatchupwiththeglobalpresenceandmarketingeffectivenessofitslarger
competitors.
Cherwell'smajorreleasecyclesareslowerthanthoseofitslargercompetitors.
EasyVista
OfferingEvaluated:EasyVista
Foundedin1988,EasyVistaisapubliclytradedcompanyheadquarteredinParis,France.EasyVista
operatesintheSMBmarketsegment,offeringgoodITSSMcapabilitiesandmoderateintegrationlevels
withbroaderIToperationsmanagementcapabilities.EasyVistahasbeenaddingcapabilitiestoitsproduct
set,suchasitsServiceAppscapability,whichenableshigherlevelsofpersonalizedinteractionviawidgets
derivedfromawiderangeofdatasources.EasyVista'scustomersareconcentratedinEurope.The
companyhasasmallerpresenceinNorthAmericacomparedwithitskeycompetitors.Recently,EasyVista
hassuccessfullyreplacedmuchlargerIToperationsmanagementportfoliovendors,whichshouldhelp
validateEasyVistaforlargerorganizationsandraiseawarenessamongthelargeenterprisesegment.
Strengths
EasyVista'sproductisaffordableandeasytouse,reducingthetimetovaluewindowsfor
midmarketcustomers.
EasyVista'spresenceoutsideEuropeisexpanding.
WithitsmoderateintegrationintolargerIToperationsmanagementfunctionalities,EasyVistafits
wellinenterprisesthatarelookingtoprovideabetterfrontendfortheirlargeIToperations
managementportfolios.
Cautions
EasyVista'sannualreleasecyclesformajorenhancementsareslowerthanitslargercompetitors.
EasyVistahasmadefewerenterprisesizedealscomparedwithitslargercompetitors.
EasyVista'sNorthAmericancustomersfindthataccesstoprofessionalservicescanbeachallenge.
FrontRange
OfferingEvaluated:FrontRangeHeatServiceManagement
Foundedin1989,FrontRangeisaprivatelyheldcompanyheadquarteredinMilpitas,California.
FrontRangeHeatisacollectionofapplicationsdesignedtoenableorganizationsmanageservicesand
clientdevices.HeatServiceManagementisfocusedonprovidingaflexibleITSSMsolutionthatislicensed
onpremisesperpetuallyorthroughtheSaaSmodelviathesameplatform.Comparedwithprevious
releases,HeatServiceManagementhasimprovedintegrationacrossfunctionalmodules,andhas
synchronizeditsreleasecycleswithitsonpremisesandSaaSbasedofferings.FrontRangehasimproved
3/14
3/30/2015
itsmarketingexecutionbyaddingflexiblelicensingpricedappropriatelyforitstargetsegment,resultingin
notablecompetitivewinsduringthepast18months.ThecompanyneedstohelpmoreofitslegacyITSM
customersmigratetothelatestonpremisesorSaaSversionoftheHeatplatform.
Strengths
FrontRangesuppliesamultitenantplatformforitsSaaSoffering,providingcustomerswith
economiesofscaleandsimplifyingtheupgradeprocess.
FrontRangehasimproveditsreleasecyclecadence,providingtwotothreemajorreleasesper
calendaryear.
FrontRangehasinvestedinitsR&Dorganization,andreinvestedagoodamountofrevenueinits
productportfolio.
Cautions
FrontRangeispoorlybalancedbetweenonpremisesandSaaSofferings,torealizeitsinvestmentin
amultitenantSaaSoffering.
Althoughithasbeenmakingcustomershortlistsmorefrequentlythaninthepast,FrontRange
tendstopriceitselfoutofcompetitivesituationsagainstothervendorsthattargetthemidmarket.
FrontRangeiscompetitiveonprice,butstillpresentsaconfusingITSSMpricingmodel,particularlyto
customersupgradingtoHeatServiceManagement.
Hornbill
OfferingEvaluated:HornbillSupportworks
Foundedin1995,HornbillisaprivatelyheldcompanyheadquarteredinRuislip,England.Thecompany
hasinvestedheavilytobuildtheHornbillplatform,whichenablesbusinessescollaborationandworksin
conjunctionwiththeSupportworksITSSMproduct.OrganizationsthatlicenseSupportworksinisolation
getaproductthatprovidesincidentmanagementcapabilitiesthatunderstandtheaffectedusers'context
throughthetaskswithintheprocess.SocialITmanagementisfosteredthroughtheadjacentHornbill
platform,whichislicensedseparately.HornbillSupportworksshipswithprocessesalignedwiththeITIL
framework.Processdesignandmanagementtoolsenablecustomerstoadoptawiderangeof
frameworks.
Strengths
Hornbill's"HumanTouch"supportcapabilitiesprovideoutofthebox,contextawaresupportand
collaboration.
HornbillbusinesscollaborationsoftwarecanextendSupportworkscapabilities.
HornbillhasgoodbrandrecognitioninEuropeandcloseconnectionswithEuropeanITspecial
interestgroups,suchasitSMFandServiceDeskInstitute(SDI).
Cautions
HornbillhaslimitedbrandawarenessoutsideEurope,andischallengedwithgettingitsmessagetoa
widerrangeofclientsworldwide.
Hornbillhasalimitedsaleschannelitcouldbenefitbygrowingpartnernetworks,whichsomeofits
competitorsaredoing.
U.S.basedcustomerreferencesreportthatobtainingproductsupportforHornbillSupportworksis
sometimesmoredifficultthanexpected.
HP
OfferingsEvaluated:HPServiceManagerandHPServiceAnywhere
Foundedin1939,HPisapubliclytradedcompanyheadquarteredinPaloAlto,California.HPhastwo
productsfortheITSSMmarket:HPServiceManager,availableonpremisesforenterpriseorganizations,
andHPServiceAnywhere,availableasSaaSforSMBs.HPisanestablishednameintheITOMmarket.In
2011,HPacquiredAutonomy,abigdataanalyticscompany,andhasusedthetechnologytobuild
HAVEn,ananalyticsplatform.In2014,HPintroducedaservicecatalogandrequestfulfillmentproduct,
HPPropel,alongsidecapabilitiesbuiltintoitsITSSMproducts.ThebasiceditionofHPPropelisofferedfree
ofcharge.(ForfurtherinformationonHP,see"VendorRating:HP.")
Strengths
HPhasastrongbrandandglobalreach.Itsprofessionalservicesorganizationisavailableinallmajor
regions,andprovidesaconsistentqualityofITSSMimplementationandsupport.
HPhasfoldedthebigdatacapabilitiesofAutonomyandVerticaintoitsITSSMstrategy,enabling
customerstousesearchandanalyticstoimproveareassuchasincidentmanagement,knowledge
managementandsocialcollaboration,whichserveaskeydifferentiatorsintheITSSMmarket.
HPServiceAnywhereandHPPropelhaveimprovedHP'sabilitytoprovidesimpler,easiertouse
offeringsforITservicesupportandrequestmanagementfunctionscomparedwithitstraditional,
onpremisesbasedproducts.
Cautions
HPhasdemonstratedpoormarketingexecution,reflectedbythelowfrequencywithwhichHP
ITSSMproductsappearonclientRFPshortlists,despiteHP'sbrandrecognition.
Gartner'smarketshareanalysisconcludesthatHP'sshareoftheITSSMmarkethasdroppedfor
threeconsecutiveyears,whichindicatesitisunabletoretaincustomersandattractnewonesat
levelscomparabletoitscompetitors.
4/14
3/30/2015
SomecustomerreferencesandGartnerclientsreportdifficultieswhenintegratingtheITSSMtools
withotherITOMproductsfromHP.
IBM
OfferingEvaluated:SmartCloudControlDesk
Foundedin1911,IBMisapubliclytradedcompanyheadquarteredinArmonk,NewYork.IBMSmartCloud
ControlDeskcombinesassetandservicemanagementofferingsthatenableorganizationstomanage
servicesdeliveredviaITandnonITassets.SmartCloudControlDeskprovidesahubthatITorganizations
usetointegratewiththeIBMCloud&SmarterInfrastructurebundledoffering(TivoliSoftware,Maximo,
Netcool,Tririga,andEndpointManager)todeliveranendtoendserviceviewoftheenvironmentthey
support.
IBMServiceEngageispartofabroaderIBMstrategytomarketandselldirectlytotheITpractitioner.It
offersanimmersiveWebexperiencewhereprospectscanviewdemosandrequestfree,timedtrialsof
IBMInfrastructureManagementproducts,includingSmartCloudControlDesk.SmartCloudControlDesk
appealstocustomerswhowantrichfunctionalityandareabletomanageasteeplearningcurve.(For
furtherinformationonIBM,see"VendorRating:IBM.")
Strengths
IBMmaintainsitsstrengththroughitsabilitytosellintoitscustomerbase,ratherthanaggressively
marketingSmartCloudControlDeskagainstothervendors'ITSSMproducts.
IBMhasextensiveglobalpartnershipsandresourcesthatappealto,andsupport,itslargeglobal
customerbase.
SmartCloudControlDeskisawellconsolidatedITservicesupportmanagementofferingthat
providesbroadfunctionalitiesinIT/operationaltechnology(OT)assetmanagementandclient
management.
Cautions
IBMhasnotdevelopedSmartCloudControlDesktocompeteaggressivelywithinabroadermarketof
potentialcustomers.
IBMcustomershavenotdemonstratedSmartCloudControlDeskintegrationwithawiderrangeof
IBMproducts,suchasIBMConnections.
ThecomplexityofIBM'sITSSMofferingintroducesasteeplearningcurve,particularlyforI&O
organizationsnotaccustomedtoIBMITOMsoftware.
Landesk
OfferingEvaluated:LANDeskServiceDesk
LandeskisaprivatelyheldcompanyheadquarteredinSaltLakeCity,Utah.LANDeskServiceDesk
integrateswithitsbroaderportfolioofassets,systems,securityandclientandmobiledevice
managementsolutionstoenableITorganizationstotakeauserorientedapproachtoITservice
management.Landesk'smovetoTotalUserManagementlicenses,whichbundleallLandeskproductsby
thenumberofusersinanorganization,allowsLandeskcustomerstolicenseaconsolidatedproductset.
Byprovidingawiderangeofcontextthatsupportsinteractions,LandeskenablesITorganizationstouse
machinedatatoimprovethebusinessuserexperience.WithLandesk'sstrongprocessdesigntool,IT
organizationscanstructureandautomatecomplexITSSMtaskswithinaprocess.
Strengths
Landesk'sITSSMsolutionfocusesonbusinessusersandendpoints,andeasilyintegrateswithits
clientandmobiledevicemanagementofferings.
Landeskhasimproveditspartnershipprogramandisworkingwellwiththirdpartyindependent
softwarevendors(ISVs).
CustomerreferencesreportthatLandesk'sITSSMproductiseasytoimplementandconfigureto
suittheirorganizations'requirements.
Cautions
ThesalesandmarketingteamsoftenstruggletohighlightthedifferentiationbetweenLandesk's
anditscompetitors'ITSSMofferings,and,instead,focusonwhereLandeskhastraditionally
demonstratedmarketleadershipnamely,clientmanagement.
LandeskdoesnothaveasmanySaaScustomersasothervendorswithduallicensingmodels.
CustomerreferencesstatethattheWebenabledUIhaslessfunctionalitythanthethickclient
thus,theproductmaybelessversatilewhenaccessedfromtheInternetandmobiledevices.
ManageEngine
OfferingEvaluated:ServiceDeskPlus
Foundedin1996,ManageEngineisadivisionofZoho,aprivatelyheldcompanyheadquarteredin
Pleasanton,California.ZohocaterstotheSMBmarketinIToperationsmanagementwithits
ManageEnginebrand.ServiceDeskPlusisastrippeddownsolutionwithadownloadanddeploychannel
andrequiresnoprofessionalservicesorhighlyskilledinternalresources.ManageEnginechangedthe
ITSSMmarketdynamicswhenitannounceditwouldofferServiceDeskPlusfreeofcharge.ManageEngine
hasalargecustomerbase(morethan25,000paidcustomers),primarilycomposedofSMBs.
Strengths
5/14
3/30/2015
ServiceDeskPlusisacosteffectivesolutionforSMBs.
ServiceDeskPlusservesasabridgetoManageEngineproductsforapplicationperformance
management(APM)andnetworkperformancemanagement,whichintegrateeasilywithit.
ManageEnginehasrunseveralsuccessfulmarketingcampaignstopromotethefreeversionof
ServiceDeskPlus,whichhasraisedManageEngine'sprofilewithITSSMtoolbuyers.
Cautions
WhileallITSSMcapabilitiesarepresentforinclusion,capabilitiesbeyondincidentmanagementare
subpar.
ServiceDeskPlus'slowcostprovidermodelalsomeansthereisatradeoffbetweencostandproduct
quality.
DevelopmentandsupportresourcesmustscaleacrossManageEngineandmanyZohoproducts,and
maybespreadthin.
ServiceNow
OfferingEvaluated:ServiceNowITServiceAutomationSuite
ServiceNowisapubliclytradedcompanyheadquarteredinSantaClara,California.ItsSaaSproducts
primarilytargetlargeenterprises.ServiceNow'ssuitecanbehostedonpremisesinexceptional
circumstances.ServiceNowhasinvestedinregionaldatacenterstoaddresslocaldataandperformance
requirementstodrivethemajorityofitsbusinessthroughSaaS.Thecompanyhaslookedforrevenue
beyondtheITSSMmarketforcustomersinwhatitcalls"enterpriseservicemanagement,"andrefersto
itsproductasacloudbasedplatformwithasinglesystemofrecord.Atpresent,mostcustomerslicense
ServiceNowITServiceAutomationSuitewiththeintentionofbuildingonthedevelopmentplatformto
extendintootherareasofthebusiness.(ForfurtherinformationonServiceNow,see"SWOT:
ServiceNow,ITOperationsManagementSoftware,Worldwide.")
Strengths
ServiceNow'shighavailabilitySaaSarchitectureprovidescustomerswithstable,lowlatency
instances.
ServiceNowhasastrong,highlyeffectivesalesandmarketingcapabilitythathasattractedmany
customersanddrivenitsproductintomostoftheITSSMRFPshortliststhatGartnersees.
ServiceNow'srapidlyexpandingpartnernetworkhelpsorganizationsaroundtheglobewithnotonly
implementingtheproduct,butalsodevelopingsimplerequestandfulfillapplicationsonthe
ServiceNowdevelopmentplatform.
Cautions
IToperationsmanagementofferingslicensedwithITServiceAutomationSuite(configuration
managementdatabase[CMDB],ITServiceCatalogandITAssetManagement)mayrequirelicensing
additionalServiceNowproductswhenamoredetailedsetofrequirementsispresentedwithregard
tothesefunctionalities.
Changestopricingmodelshaveconfusedprospectsandsomecustomers.
OnpremisescustomerspaythesameasSaaScustomers,eventhoughtheycoverthehosting
directlyanddonotbenefitfromautomaticupgrades.
SysAidTechnologies
OfferingEvaluated:SysAid
SysAidTechnologies(SysAid)isoneoftwonewvendorsinthisMagicQuadrant.Itisaprivatelyheld
companyheadquarteredinAirportCity,Israel.SysAidproducesonpremisesandSaaSsoftwarethat
focusesoncoreITSSMfunctionality,tokeepitspricelowerthanitscompetitors,andthattargetsthe
SMBmarket.AfreeofchargeversionoftheSaaSproductisavailableforsmallorganizationsthathave
basicrequirementsatrialofthepaidversionisalsoavailable.Theproductincludesabasicbenchmarking
featurethatenablescustomerstocompareseveralstatisticsagainstaveragesfromotherSysAid
customers.CustomerscanuseSysAid'sonlineforumstovoteonenhancementstoinfluencetheproduct
roadmap.SysAidoffersvariedsubscriptionoptionsforexample,toptier(Gold)customersareofferedan
annualreviewoftheirusageoftheproduct.SysAidcustomersarebasedprimarilyinNorthAmerica,
EuropeandSouthAmerica.
Strengths
SysAidhasasuccessfulviralmarketingstrategy"JoetheITGuy"enablesbrandcommunicationsto
reachawideaudience.
SysAidprovidesasimplesolutionthatmeetstheneedsandbudgetsofmostSMBbuyers.
ThefreeofchargeSaaSlicensemodelenablesSysAidtoincreaseitsbrandawareness,particularly
inBrazil,Russia,IndiaandChina.
Cautions
SysAidsufferedfromseveralmajoroutagesofitsSaaSsolutionduring2013.
SysAidlacksanexpansiveconnectorlibraryfororganizationsinsearchofricherlevelsofintegration.
SysAidfunctionalityisweakerbeyondcoreticketingandreporting.
TOPdesk
OfferingEvaluated:TOPdesk
6/14
3/30/2015
TOPdeskisaprivatelyheldcompanyheadquarteredinDelft,Netherlands.TOPdeskcanbeimplemented
quicklyandiseasytomanage,anddoesn'trequireacustomizeddeployment.Ratherthantryingto
competewithlargeITOMvendorsandadvancedITSSMtools,thecompanytargetsITorganizationsthat
arelookingforasharedsolutionforIT,facilitiesandHRservices.Atpresent,themajorityofitscustomers
areinEurope.Softwarepricingisbasedonthenumberofbusinessuserssupportedwithinacompany.
Strengths
TOPdeskisrelativelyeasytouse,setupandconfigure.
TOPdeskhasalargenumberofcustomersinEurope.
TOPdeskdriveshighlevelsofcustomersatisfaction.
Cautions
TOPdeskprimarilysellsdirect,andhasfewerpartnersandindirectsaleschannelsthanother
vendorsinthismarket.ThisrestrictsitsabilitytogrowoutsideEurope.
CustomerreferenceswerenotabletoeasilyintegrateTOPdeskwithabroadersetofIToperations
managementfunctionalities.
TOPdesklacksstrongchange,configurationandreleasemanagementcapabilities,comparedwith
othervendorsevaluatedinthisresearch.
VendorsAddedandDropped
WereviewandadjustourinclusioncriteriaforMagicQuadrantsandMarketScopesasmarketschange.As
aresultoftheseadjustments,themixofvendorsinanyMagicQuadrantorMarketScopemaychange
overtime.Avendor'sappearanceinaMagicQuadrantorMarketScopeoneyearandnotthenextdoes
notnecessarilyindicatethatwehavechangedouropinionofthatvendor.Itmaybeareflectionofa
changeinthemarketand,therefore,changedevaluationcriteria,orofachangeoffocusbythatvendor.
Added
SysAidTechnologies
TOPdesk
Dropped
SerenaSoftwareGartnerdidnothaverecentevidencethatSerenaSoftwarederivesatleast$12
millioninannualrevenuefromitsITSSMproduct,SerenaServiceManager.
InclusionandExclusionCriteria
Inthe2014MagicQuadrantforITSSMtools,GartnerhasfocusedonvendorswhoseITservicesupport
functionsenhanceproductusability.Thesevendorsoffereasytouse,outoftheboxbestpractices.Their
nextgenerationsupportcapabilitiesarespecifictomobility,andtheyusesocialcollaborationtoincrease
producteffectivenessandefficiency.
Tobeincludedinthe2014MagicQuadrant,vendorsmust:
ProvideanITSSMproductthatincludesfunctionalityforITincidentmanagement,problem
management,changemanagement,configurationmanagement,releasegovernance,ITuserself
service(forknowledgeandrequestmanagement),ITknowledgemanagement,ITservicesupport
analyticsandreporting,andSLAmanagementofincidentandservicerequests.
Offertheproductoptimizedforuseonamobiledevice.
Deriveatleast$12millioninannualrevenuefromITSSMproducts.
Haveasalespresenceorpartnernetworkthatspansatleastthreeofthefollowingregions:North
America,SouthAmerica,EMEA,Asia/PacificregionorAustralia.
Provide10qualifyingcustomerreferences(atleastfiveofwhomusetheproductversionbeing
evaluated).Thesereferencecustomersshould:
UsethelicensedITSSMtoolsolutionsinproductionenvironments.
Usethetoolstosupportandautomateatleastfiveofthefollowingprocesses:incident
management,problemmanagement,changemanagement,configurationmanagement,
releasemanagement,knowledgemanagementorrequestmanagement.
Include,atminimum,5,000businessusersofIT.
Belocatedinatleastthreeofthefollowingregions:NorthAmerica,SouthAmerica,EMEA,
Asia/PacificregionorAustralia.
BecauseGartnerbasesitsmainevaluationonmainstreamuserexperiences,ratherthanonfuture
releasesorrecentreleasesthathavebeenbroadlytested,theproductversionsweconsideredaspartof
thisevaluationmusthavebeengenerallyavailableby1March2014.
EvaluationCriteria
AlthoughavendormaymeettheinclusioncriteriafortheMagicQuadrantforITSSMTools,itsfinal
placementontheMagicQuadrantwilldependonhowitscoredinseveralcategories.Theevaluation
criteriaarebasedonCompletenessofVisionandAbilitytoExecute.
AbilitytoExecute
7/14
3/30/2015
Product/Service:GartnerevaluatestheeightcapabilitiesessentialtotheselectionofanITSSMtool:
1. IncidentandproblemmanagementThetoolisevaluatedontheabilitytomanagethelifecycles
ofITincidentsandproblemrecordsfromrecordingtoclosing.Thetoolshouldsupportthe
collection,analysisandcommunicationofincidentandproblemmanagementdata.
2. Change,configurationandreleasemanagementThetoolisevaluatedontheabilitytogovern
variousaspectsoftheITchangemanagementprocess.Thetoolmustalsosupportthe
configurationmanagementprocessbyenablingthecreationandmaintenanceofacompleteand
accuratepictureofconfigurationacrossvariousinfrastructureelementsviaaCMDB.Lastly,the
toolmustprovidereleasegovernancecapabilitiestoensurethatapprovedchangesareexecutedin
theenvironmentinaccordancewiththeITorganization'sdefinedanddocumentedprocedures.
3. ServicerequestmanagementThetoolisevaluatedbasedontheabilitytopresentanonline
portaltobusinessenduserswhoarerequestinghelpfromtheITservicesupportorganizationin
theformsofincidentreports,changerequests,ITcomponentorderingoradministration.
4. ITknowledgemanagementThetoolisevaluatedonitsabilitytocollect,storeandaccess
informationaboutITservicestoenabletheI&OorganizationtobettermanageITserviceassets
throughtheirlifecycles.Theserviceknowledgeportalshouldenableuserselfservicesothatend
usersmayresolvesimpleincidentsthemselves.
5. ReportinganddashboardsThetoolisevaluatedonitsabilitytoprovidetrendreportsthat
measureoperationalproductivityacrosscoreprocesses.Dashboardandreportingcapabilitiesmust
betiedtobusinessvaluemetrics,commoncriticalsuccessfactorsandkeyperformanceindicators.
Thetoolmustoffermultidimensionalchartsthatshowhowrelatedmetricsaffecteachother.
6. OutoftheboxbestpracticesThetoolisevaluatedonthequalityofpreconfiguredworkflowsin
accordancewithindustrybestpracticesandtheeaseofusewithrespecttomodifyingthose
workflowsasneeded.
7. IntegrationwithotherdatasourcesandITOMtoolsThetoolisevaluatedonitsoutofthebox
integrationcapabilitiestolinktoITassetmanagement(ITAM)processes,theITservicecatalog,IT
financialmanagement(ITFM)tools,enterprisecommunicationsapplications(ECA)tools,APM,
networkfaultandperformancemonitoring,andclientmanagementtools.
8. Integrationwithtelephonyandcommunicationsinfrastructure,unifiedcommunicationsand
collaboration(UCC)platformsThetoolisevaluatedonitsabilitytointegratewithtelephony,
multipartyconferencing,messaging,presence/IM,softwareclientsinUCCsuitesand
communicationapplications(suchasEmergencyMassNotificationSystem[EMNS]).
OverallViability:Weconsiderthevendor'scompanysize,marketshare,financialperformanceand
strategy(suchasitsrevenuegrowthandprofitability).Wereviewtheviabilityofthebusinessunit
supportingitsITSSMtooloffering,aswellasthelargerorganization.Ouranalysisreflectsthevendor's
abilitytoensurethecontinuedvitalityofitsITSSMtooloffering.
SalesExecution/Pricing:Weevaluatethevendor'sabilitytoprovideglobalsalessupportthataligns
withitsmarketingmessages.Weconsiderthevendor'sabilitytodemonstrateamotivated,directsales
force,aswellasanexperiencedandsufficienttechnicalsalessupportorganization.Weevaluateitsability
tosellandmarkettheproductglobally.
MarketResponsiveness/Record:Weevaluatetheexecutionondeliveringandupgradingproducts
consistently,inatimelyfashion,andmeetingroadmaptimelines.Wealsoevaluatethevendor'sagilityin
meetingnewmarketdemands,howwellthevendorreceivescustomerfeedbackandhowquicklyitbuilds
suggestionsintotheproduct.
MarketingExecution:Thisisameasureofbrandandmindsharethroughclient,referenceandchannel
partnerfeedback.Weevaluatethedegreetowhichcustomersandpartnershaveapositiveidentification
withtheITSSMproduct,andwhetherthevendorhascredibilityinthismarket.
CustomerExperience:Weevaluatethevendor'sreputationinthemarket,basedoncustomers'
feedbackregardingtheirexperiencesworkingwiththevendor.(Weretheygladtheychosethevendor's
product,anddotheyplantocontinueworkingwiththevendor?)
Table1.AbilitytoExecuteEvaluation
Criteria
EvaluationCriteria
Weighting
ProductorService
High
OverallViability
Medium
SalesExecution/Pricing
High
MarketResponsiveness/Record
Medium
MarketingExecution
Medium
CustomerExperience
Medium
Operations
NotRated
CompletenessofVision
MarketUnderstanding:Thevendorshouldhaveastrong,clearunderstandingofthemarketdirection
andopportunities.Marketunderstandingshoulddriveinnovationintheproductandthedevelopmentof
8/14
3/30/2015
functionsbeyondthetraditionalITservicedeskset.Usingpartnerstoprovidecapabilitiesindicatessome
marketunderstanding,buttheoptimalunderstandingisindicatedbydirectdedicationtothenew
opportunity.Themarketrequirementsmaptothemarketoverviewdiscussionandlookfor:
Mobilecapabilitiesthatenablebasicissuecapture,update,approval,resolution,functionsandaccess
toperformancemetrics.Thiswillimpacthowwelltheproducttakesadvantageofmobilespecific
features,suchaslocationawareness,proactivedeliveryofinformation,camera/scanning,andother
situationalandenvironmentalinformation.
Socialcapabilitiesthatenablecollaborationaroundasharedpurpose.Theproductshouldbeableto
captureinformationfromunstructuredworkflowsandmakeinformationreusabletolinkpeople,
tasks,toolsandotherresources.
Creativevisualizationcapabilitiesthatprovidereferenceandcontextdataasanintegralpartofa
feedbackloop.Thishelpsenforcedesiredbehaviorsandprovidestransparencyofprogresstowarda
definedgoal.
Functionsthatassistservicebrokersintheintegrationofservicedeliveryacrossmultipleproviders
(regardlessofwhomanagesthecontract)throughoutthelineofservice.Thisgoesbeyond
traditionalapproachestovendormanagement.
MarketingStrategy:Weevaluatethevendor'scapabilitytodeliveraclearanddifferentiatedmessage
thatmapstomarketdemands,and,mostimportant,thevendor'scommitmenttotheITSSMtoolmarket
throughitswebsite,advertisingprogramsandpositioningstatements.
SalesStrategy:Weevaluatethevendor'sapproachtosellingITSSMtoolstoI&Oleadersdirectlyor
throughpartners.
ProductStrategy:WeevaluatethebreadthofITSSMtoolfunctionality,specificallylookingatthese
aspectsoftheproduct:
Intuitivenessandconsistencyofthegraphicaluserinterface
Easeofversiontoversionupgrades
Easeofconfiguration
Easeofcustomization
BusinessModel:Weevaluatewhetherthevendorcontinuouslymanagesawellbalancedbusinesscase
thatdemonstratestheappropriatefundingandalignmentofstaffingresourcesnecessarytosucceedin
thismarket.
Innovation:Thiscriterionincludesproductleadershipandthevendor'sabilitytodeliverITSSMtool
featuresandfunctionsthatdistinguishthevendorfromitscompetitors.Specificconsiderationsinclude
resourcesavailableforR&Dandtheinnovationprocess.
GeographicStrategy:Weevaluatethevendor'sabilitytomeetthesalesandsupportrequirementsof
ITorganizationsworldwide.Inthisway,weevaluatethevendor'sstrategytopenetrateemerging
markets.Wealsoevaluatethevendor'sstrategyaroundpotentialmarketsin:
NorthAmerica
SouthAmerica
EMEA
Asia/Pacificregion(includingJapan)
Australia
Brazil,Russia,IndiaandChina
Table2.CompletenessofVision
EvaluationCriteria
EvaluationCriteria
Weighting
MarketUnderstanding
High
MarketingStrategy
High
SalesStrategy
Medium
Offering(Product)Strategy
High
BusinessModel
Medium
Vertical/IndustryStrategy
NotRated
Innovation
High
GeographicStrategy
High
QuadrantDescriptions
Leaders
BMCandServiceNowarepositionedintheLeadersquadrant.Bothvendorshaveexecutedwell,andown
9/14
3/30/2015
29%and21%,respectively,oftheITSSMmarket.Bothvendorsexhibitthelevelsofmarketingandsales
capabilitiesrequiredtodrivemarketacceptance.
Challengers
CATechnologiesandCherwellSoftwarearepositionedintheChallengersquadrant.Bothvendorshave
alsoexecutedwell,growingtheirmarketshareandimprovingtheirITSSMproductsandtheiroverall
viabilitylevelsenoughtoparticipatewellinthegeneralpurposemarketwithcompetitiveproducts.
Visionaries
AxiosandLandeskarepositionedintheVisionariesquadrant.Bothvendorsdeliverinnovativeproducts
thataddressoperationallyimportantI&Oorganizationalchallengesnamely,businessuserengagement
andITcollaborationbuthaveyettogainsignificantmarketormindshare.
NichePlayers
EasyVista,HP,Hornbill,IBM,FrontRange,ManageEngine,SysAidandTOPdeskarepositionedintheNiche
Playersquadrant.NichePlayershavestrengthsinparticularareasofITSSM,butgenerallyhavenot
investedinsatisfyingalltherequirementstodemonstrateCompletenessofVisionandtheAbilityto
Execute.Thevendorsinthisquadrantfocusonasmallsegment,orareintheprocessoframpingupgo
tomarketeffortsandhaveyettodevelopthevisiontobreakout.
Context
AvarietyofITSSMfunctionswereavailableasdisjointedtoolsfordecadesbeforeGartneridentifiedITSSM
asanindividualtoolin2012.Thefunctionsarecomingtogetherinintegratedproductsthataddress
ITSSMfunctionalityfromacombinedperspectiveofpeople,processesandtooling.
ITSSMtoolsoffertightlyintegratedprocessesandfunctionsthatcorrelatewiththeactivitiesofthe
broaderITsupportorganization.TheyprovideincidentandproblemmanagementcapabilitiesfortheIT
servicedeskfunction.Theyalsoprovidechange,configurationandreleasemanagementcapabilitiesfor
processleaders,infrastructureengineersanddomainadministrators.Often,thisincludestheuseofa
CMDBthatenablestheITsupportorganizationnotonlytounderstandtheproductionenvironment,but
alsotoprioritizeandquicklyresolveorescalateissuesandproblems,andimproverootcauseisolation.
TohelpI&Oleadersmeettheirresponsibilitiesforintegrationacrossalltechnologysilos,ITSSMtools
provideinitialvisibilityintotheissuesthatplaguetheITproductionenvironment.Thetoolsofferother,
broaderfunctionalitythathelpI&Oleadersassigntaskswithinotherfunctionalareastoresolvethe
underlyingcauses.Theappropriateuseofthesetools,combinedwithformalizedprocessesandhavingthe
rightresourcesinplace,canincreaseefficiencywithintheI&Ogroup'sserviceandsupportfunctions.
OrganizationsshouldnotbasetheirchoiceofvendorsolelyonitsproximitytotheLeadersquadrant.
Instead,ITleadersshouldcreatealistofcriteriathatdescribestheirneeds,andthenselectthevendors
thatbestmeetthoserequirements.Themostappropriatevendoristheonethatmeetsthe
organization'sindividualrequirementsandprovidestheidealintegrationwithbroaderIToperations
managementfunctionalities(see"ITSSMToolSelectionsRequireanITSMandITOMToolingStrategy").
WorkwithavendorthatconcentratesontheITSSMmarketandcanmeetyourneedsforatleastthe
nextfiveyears.Focusonskills,training,processandproperproductimplementation,becausethese
factorswillinfluenceyourexperiencewithaproductmorethanthespecificfunctionalcapabilities.Finally,
selectavendorthatcantrulyhelpyourI&Oorganizationreachitsmaturationgoals.
MarketOverview
ThemarketforITSSMtoolsissegmentedaccordingtothevendors'abilitiestoprovidestrongITSSM
capabilitiesandhighlevelsofeaseofintegrationwithbroaderIToperationsmanagementfunctionalities.
Onaverage,I&OorganizationsreplacetheirITSSMtoolsonceeveryfiveyears.Manytimes,theydon't
understandhowtomakepurchasesthataddresstheircurrentneedsandfuturerequirements.Thisis
largelyduetotheabsenceofI&Oimprovementroadmaps,whichbaselinethecurrentstateandoutline
thepeople,processesandtechnologyresourcesneededtoreachthedesiredstate.Withoutaroadmap,
I&OorganizationsoftenpurchaseITSSMtoolsthateitherhavemorecapabilitiesandfunctionalitythan
theorganizationispreparedtooptimallyutilize(thusincurringhighercosts),orthatlackthecapabilities
orintegrationabilitiesneededastheorganizationmaturesitsprocesses(see"HowtoGetMoreValueand
AvoidOverspendingonITServiceSupportManagementToolPurchases").ITSSMvendorsarekeenly
awareofthisshortcoming,andarecompetingaggressivelynotonlytowinnewbusiness,butalsoto
developorpartnerforbroaderITSSMcapabilitiesandintegrationswithotherITOMfunctions.
EvaluatingtheirITSSMcapabilitiesandeaseofintegrationwithbroaderITOMfunctionsprovidesabasic,
intermediate,andadvancedstructureforclassifyingITSSMtools:
BasicvendorshavesomeITSSMcapabilitiesandalimitedrangeintheirabilitytointegratewith
basicthirdpartyITOMsolutions.
IntermediatevendorshavegoodITSSMcapabilities,andmorerangeintheirabilitytoprovide
broaderITOMorintegratewithintermediatethirdpartyITOMsolutions.
AdvancedvendorshaveafullrangeofITSSMcapabilities,andprovidebroaderITOMfunctionalityor
integratewithadvancedthirdpartyITOMsolutions.
OrganizationsatlowerlevelsofI&Omaturitywillfindvalueinbasicorintermediatetools,whichare
abundant.Organizationsthataresetonachievinghigherlevelsofmaturitywillplacehighervalueon
integrationandwillworkwithanarrowersubsetofthemarket.
http://www.gartner.com/technology/reprints.do?id=120CDN9U&ct=140826&st=sb&__hssc=193246962.2.1427743162272&__hstc=193246962.78841b0acdaf
10/14
3/30/2015
TherequirementforadvancedITSSMtoolswillbecomemoreapparentasITorganizationsmature.
However,thepredominanceoflowI&Omaturitywithinthismarketwillensurethatdemandforbasic
toolsremainssignificant.Inthatcontext,weregularlyadviseclientstoconsidergoodITSSMvendorsnot
foundinthisMagicQuadrant,including(butnotlimitedto):
AbsoluteSoftware
Citrix
DellKace
HelpSTAR
IssueTrak
ITinvolve
ITRP
Monitor247
Nilex
Omninet
OTRS
Samanage
Spiceworks
SunViewSoftware
SerenaSoftware
Microsoft
Vivianto
Wendia
Gartneranalystsareavailabletoassistwithevaluationsandcomparisonsofthesecompaniesand
products.
EuropeContext
25November2014
Analyst(s):ChrisMatchett,TapatiBandopadhyay,PriyankaAshok
EuropeanI&OmanagersbuyingITservicesupportmanagementtoolsoftenchoosearegionalvendor.
Theyshouldexpandtheirlistofpossibleproviders.
MarketDifferentiators
ResearchperformedinsupportoftheITservicesupportmanagement(ITSSM)toolmarketlooksata
varietyoffactorsrelatedtothevendorsinconsideration,includingareviewofthedistributionoftheir
customerbasesacrossvariousgeographies.Oneparticularfocusofthisdatacollectionistolookatthe
prevalenceofthedifferentvendorswithintheEuropeanmarket.Table1showstheITSSMtoolsinthis
MagicQuadrantthatarecurrentlyinstalledinEurope,bytypeofvendor.(Thecustomerinformationwas
takenfrom"MagicQuadrantforITServiceSupportManagementTools.")
Table1.PercentageofITSSMCustomersThatAreEuropean
CategoryofITSSMVendor
PercentageofCustomersThatAreEuropean
EuropebasedITSSMtoolvendors
92%
AllITSSMtoolvendors
36%
U.S.basedITSSMtoolvendors
26%
Source:Gartner(November2014)
ThetableshowsthatEuropeaninfrastructureandoperations(I&O)managersaremorelikelytoselectan
ITSSMtoolfromaEuropebasedvendorfeaturedinthisMagicQuadrantversusaU.S.basedvendor
featuredinthisMagicQuadrant.GartneralsofindsthesamestoryintheUnitedStates:U.S.based
organizationspurchasefromU.S.basedvendorsthevastmajorityofthetime.Localizationandsupport
formultiplelanguagesplayanimportantroleintheselectionofITSSMtoolsforEuropeanI&Omanagers.
(Gartnerhastaken500inquiriesin2014[asof31October]onthetopicofITSSMtoolselectionand
purchasing109ofthesewerefromclientsbasedinEMEA.)
AllthevendorscoveredinthisMagicQuadrantsupportcustomersacrossatleastthreegeographicregions
(see"Criteriaforthe2014MagicQuadrantforITServiceSupportManagementTools"),includingEurope.
ConsiderationsforTechnologyandServiceSelection
Europebasedvendorsareonlymarginallybetterattoollanguagelocalizationonaverage,butsome
ITSSMtoolsfromnonEuropeanvendorsactuallysupportmorelanguages.(Supportedlocallanguagesare
asprovidedbythevendorsonorbefore1March2014.)VendorsheadquarteredinEuropesupportan
averageof8(between8and10)ofthelistedEuropeanlanguages(seeAppendix).Thisiscomparedwith
vendorsbasedoutsideofEurope,whichsupportanaverageof7(between4and11)ofthoseEuropean
11/14
3/30/2015
languages.70%percentofvendorswithastrongEuropeancustomerbase,irrespectiveoftheir
headquarterslocation,havemultiplelocalofficesinEurope,withlocalbusinesshoursupportcoverage.(9
outof13totalvendorshavemultiplelocalofficesandastrongEuropeancustomerbase[greaterthan
20%].Officelocationswereretrievedfromthevendors'websitesasof6November2014.)
AnyoftheITSSMtoolvendorsinthisMagicQuadrant,regardlessoftheirheadquarterslocation,canbea
goodoptionforEuropeanI&Omanagers,aslongastheyevaluatetheoptionsaccordingtothespecific
requirementsoftheirorganizations.EuropeanI&Omanagersshouldlookbeyondtheregionalheritageof
vendors,andbasetheirvendorselectionontoollanguagelocalizationandbusinesshoursupport,aswell
astheirotherspecificneeds.
NotableVendors
VendorsincludedinthisMagicQuadrantPerspectivehavecustomersthataresuccessfullyusingtheir
productsandservices.SelectionsarebasedonanalystopinionandreferencesthatvalidateITprovider
claimshowever,thisisnotanexhaustivelistoranalysisofvendorsinthismarket.Usethisperspective
asaresourceforevaluations,butexplorethemarketfurthertogaugetheabilityofeachvendorto
addressyouruniquebusinessproblemsandtechnicalconcerns.Considerthisresearchaspartofyourdue
diligenceandinconjunctionwithdiscussionswithGartneranalystsandotherresources.
TheheadquarterslocationofvendorshaslittleimpactonthesuitabilityoftheirITSSMtoolforaEuropean
companyinmostcases.MostofthevendorsinthisMagicQuadranthavelocalofficesinmultiplelocations
inEurope,andprovidelocallanguagesupport.
VendorsHeadquarteredinEurope
AxiosSystems
AxiosSystems,establishedin1988,withheadquartersinEdinburgh,UnitedKingdom,hasasignificant
percentageofitscustomerbaseinEurope(seeAppendix).Ithaslocalofficesin8Europeancountries,
coveringthewesternandeasternEuropeansubregions(formoreonhowGartnercategorizesEuropean
subregions,see"MarketDefinitionsandMethodology:ITMarkets").Additionally,Axios'ITSSMproduct
containslocallanguagesupportfor10of13listedEuropeanlanguages,aswellasadditionallanguages
supportingitscustomersoutsideofEurope.
EasyVista
EasyVista,establishedin1988andheadquarteredinParis,hasapredominantlyEuropeancustomerbase.
Ithaslocalofficesin6Europeancountries,coveringthewesternEuropeansubregion.Additionally,
EasyVista'sITSSMproductcontainslocallanguagesupportfor8of13listedEuropeanlanguages,aswell
asadditionallanguagessupportingitscustomersoutsideofEurope.
Hornbill
Hornbill,establishedin1995,isheadquarteredinRuislip,England,andhasasignificantpercentageof
customersbasedinEurope.Ithas1localofficeintheU.K.Hornbill'sITSSMproductscontainlocal
languagesupportfor8of13listedEuropeanlanguages,aswellasadditionallanguagessupportingits
customersoutsideofEurope.
TOPdesk
TOPdesk,establishedin1993,isheadquarteredinDelft,Netherlands,andhasapredominantlyEuropean
customerbase.Ithaslocalofficesin7Europeancountries,coveringthewesternandeasternEuropean
subregions.Additionally,TOPdesk'sITSSMproductcontainslocallanguagesupportfor10of13listed
Europeanlanguages,aswellasadditionallanguagessupportingitscustomersoutsideofEurope.
OtherVendors
BMCSoftware
BMCSoftware,establishedin1980,isheadquarteredinHouston,Texas,andhasamoderatepercentage
ofcustomersbasedinEurope.Ithaslocalofficesin18Europeancountriesandcoversthewestern
Europeansubregion.Additionally,BMC'sITSSMproductscontainlocallanguagesupportfor7of13listed
CATechnologies
CATechnologies,establishedin1976,isheadquarteredinIslandia,NewYork,andhasamoderate
percentageofcustomersbasedinEurope.Ithaslocalofficesin19Europeancountries,coveringthe
westernandeasternEuropeansubregions.Additionally,CA'sITSSMproductscontainlocallanguage
supportfor8of13listedEuropeanlanguages,aswellasadditionallanguagessupportingitscustomers
outsideofEurope.
CherwellSoftware
CherwellSoftware,establishedin2004andheadquarteredinColoradoSprings,Colorado,hasaminor
percentageofcustomersbasedinEurope.Thevendorhas1localofficeintheU.K.Cherwell'sITSSM
productcontainslocallanguagesupportfor4of13listedEuropeanlanguages,aswellasadditional
languagessupportingitscustomersoutsideofEurope.
FrontRange
FrontRange,establishedin1989,isheadquarteredinMilpitas,California,andhasaminorpercentageof
customersbasedinEurope.Ithaslocalofficesin6Europeancountries,coveringthewesternEuropean
subregion.Additionally,FrontRange'sITSSMproductcontainslocallanguagesupportfor7of13listed
12/14
3/30/2015
HP
HP,establishedin1939andheadquarteredinPaloAlto,California,hasamoderatepercentageof
customersbasedinEurope.Ithaslocalofficesin35Europeancountries,coveringthewesternand
easternEuropeansubregions.Additionally,HP'sITSSMproductscontainlocallanguagesupportfor8of13
listedEuropeanlanguages,aswellasadditionallanguagessupportingitscustomersoutsideofEurope.
IBM
IBM,establishedin1911,isheadquarteredinArmonk,NewYork.Ithaslocalofficesin30European
countries,coveringthewesternandeasternEuropeansubregions.Additionally,IBM'sITSSMproducts
containlocallanguagesupportfor11of13listedEuropeanlanguages,aswellasadditionallanguages
supportingitscustomersoutsideofEurope.
Landesk
Landesk,establishedin1985andheadquarteredinSaltLakeCity,Utah,hasamoderatepercentageof
customersbasedinEurope.Ithaslocalofficesin10Europeancountries,coveringthewesternand
easternEuropeansubregions.Additionally,Landesk'sITSSMproductcontainslocallanguagesupportfor6
of13listedEuropeanlanguages,aswellasadditionallanguagessupportingitscustomersoutsideof
Europe.
ManageEngine
ManageEngine,establishedin1996,isheadquarteredinPleasanton,California,andhasamoderate
percentageofcustomersbasedinEurope.IthasnolocalofficesinEurope.ManageEngine'sITSSM
productcontainslocallanguagesupportfor12of13listedEuropeanlanguages,aswellasadditional
languagessupportingitscustomersoutsideofEurope.EuropeanI&Omanagerswillneedtoworkwitha
localpartnerwhenpurchasingfromManageEngine.
ServiceNow
ServiceNow,establishedin2003,isheadquarteredinSantaClara,California.Thevendordidnotshare
informationonthenumberofEuropeancustomersithas.ServiceNowhaslocalofficesin13European
countries,coveringthewesternEuropeansubregion.Additionally,ServiceNow'sITSSMproductcontains
locallanguagesupportfor11of13listedEuropeanlanguages,aswellasadditionallanguagessupporting
itscustomersoutsideofEurope.
SysAidTechnologies
SysAidTechnologies,establishedin2002andheadquarteredinAirportCity,Israel,hasnolocalofficein
Europe.AmoderatepercentageofitscustomersarebasedinEurope.SysAid'sITSSMproductcontains
locallanguagesupportfor6of13listedEuropeanlanguages,aswellasadditionallanguagessupporting
itscustomersoutsideofEurope.
Appendix
EuropeanLanguagesFrequentlySupportedbyITSSMTools
ThefollowinglanguagesarefrequentlysupportedbyITSSMtools:
English
Dutch
Finnish
French
German
Hungarian
Italian
Polish
Portuguese
Russian
Spanish
Swedish
Ukrainian
ClassificationofEuropeanCustomerBase
Vendorcustomerbase,asperdataprovidedbythevendoronorbefore1March2014:
Predominant:Equaltoorgreaterthan90%ofvendor'scustomersareEuropean.
Significant:Equaltoorgreaterthan60%ofvendor'scustomersareEuropean.
Moderate:Equaltoorgreaterthan25%ofvendor'scustomersareEuropean.
Minor:Lessthan25%ofvendor'scustomersareEuropean.
2014Gartner,Inc.and/oritsaffiliates.Allrightsreserved.GartnerisaregisteredtrademarkofGartner,Inc.oritsaffiliates.Thispublicationmaynotbe
reproducedordistributedinanyformwithoutGartnerspriorwrittenpermission.Ifyouareauthorizedtoaccessthispublication,youruseofitissubjecttothe
UsageGuidelinesforGartnerServicespostedongartner.com.Theinformationcontainedinthispublicationhasbeenobtainedfromsourcesbelievedtobereliable.
Gartnerdisclaimsallwarrantiesastotheaccuracy,completenessoradequacyofsuchinformationandshallhavenoliabilityforerrors,omissionsorinadequacies
insuchinformation.ThispublicationconsistsoftheopinionsofGartnersresearchorganizationandshouldnotbeconstruedasstatementsoffact.Theopinions
expressedhereinaresubjecttochangewithoutnotice.AlthoughGartnerresearchmayincludeadiscussionofrelatedlegalissues,Gartnerdoesnotprovidelegal
adviceorservicesanditsresearchshouldnotbeconstruedorusedassuch.Gartnerisapubliccompany,anditsshareholdersmayincludefirmsandfundsthat
13/14
3/30/2015
havefinancialinterestsinentitiescoveredinGartnerresearch.GartnersBoardofDirectorsmayincludeseniormanagersofthesefirmsorfunds.Gartnerresearch
isproducedindependentlybyitsresearchorganizationwithoutinputorinfluencefromthesefirms,fundsortheirmanagers.Forfurtherinformationonthe
independenceandintegrityofGartnerresearch,seeGuidingPrinciplesonIndependenceandObjectivity.
AboutGartner|Careers|Newsroom|Policies|SiteIndex|ITGlossary|ContactGartner
14/14

Cherwelll Magic Quadrant For IT Service Support Management Tools

Diunggah oleh

Informasi Dokumen

Judul Asli

Hak Cipta

Format Tersedia

Bagikan dokumen Ini

Bagikan atau Tanam Dokumen

Opsi Berbagi

Apakah menurut Anda dokumen ini bermanfaat?

Apakah konten ini tidak pantas?

Hak Cipta:

Format Tersedia

Cherwelll Magic Quadrant For IT Service Support Management Tools

Diunggah oleh

Hak Cipta:

Format Tersedia

3/30/2015

Anda mungkin juga menyukai