Gartner calls the 2 best IT service management tools

Il Magic Quadrant for IT Service Management [ITSM] Tool two GArtist (Picture) It aims to select and classify the best ITSM software on the market to support the management and provision of IT services.

According to the research company’s assessment, the leading company in this field appears to be Current service E BMC. On the premise of Gartner’s definition of the concept of “IT service management tools” and the premise of studying the standards adopted by the company when constructing the quadrant, we will explore the two suppliers by enumerating the advantages and advantages of the two suppliers. The advantages of vendors pay attention to their quotations in the field of IT service management tools.

definition And standard of contain

According to Gartner Regarded as “IT service management tools”, all tools for IT operations organizations, especially tools for infrastructure and operations managers (I&O managers), these tools can facilitate the management and provision of IT services related activities and workflowIn addition, some non-I&O departments (such as human resources or facilities) make use of these tools by adjusting their ticket and general workflow systems to suit their activities.

Based on this definition, the research company established inclusion and exclusion criteria to determine the company’s likelihood of re-entering the quadrant. We report some of these points. To be included, suppliers must:

• in Technical plan Selling and selling products for IT service management, the product includes a series of functions, including IT incident management, problem management, change management, configuration management, IT service support analysis and reporting, IT user self-service (used to manage user requests) ；
• in Piano business At least 35% of customers use the latest version of ITSM software, or customers released after September 1, 2015; the annual revenue of ITSM tools is 23 million US dollars; 10 new customers in 2016 adopted the lowest value established by Gartner Contract solution;
• In terms of geographical distribution The company must exist in at least three or more of the following regions directly through its own sales team or through a partner network: North America, Latin America, Europe, the Middle East and North Africa, and Asia Pacific.

IT service management tools are evaluated by Gartner based on their functions and integration with other IT operations management-ITOM solutions. The latter should be understood as all necessary tools (including ITSM subcategories) to manage the company’s computing, network and application environment Configuration, capacity, performance and availability.

Leaders Quadrant: Advantages and Concerns of Itsm Software

Current service

The supplier provides two ITSM software, smallright now Service Management Suite E Current service which performed, Suitable for organizations with higher (first) or lower (other) I&O maturity.

Strengths

• Excellent market positioning: ServiceNow dominates the customer shortlist, and ITSM tool revenue is twice that of the closest competitor; this favorable condition makes the seller coveted by technology partners and system integrators, and this aspect will only further promote the solution Spread;
• provide Rich and successful acquisition: ServiceNow has obtained returns on acquisitions in recent years, has completed ITSM products and expanded ITOM functions;
• it is goodA kind Presence in the territory: Compared with other competitors, the number of reporting areas is increasing, and the number of local salespeople and partners is also increasing.

Attention element

The fact that the customer detected that the implementation and management of ITSM ServiceNow software required more time and resources than expected.

BMC

BMC provides four types of ITSM software (remedy Service Management Suite For organizations with high I&O maturity, Remedial power [tramite la piattaforma Salesforce] E footprint Targeting realities with moderate I&O maturity track Aiming at the reality with basic I&O maturity).

Strengths

• UsbirSolution quality and innovation ability: Some functions and features introduced in Remedy Service Management Suite make the use of the solution more flexible and intuitive, and prove that BMC’s innovation ability in this market is higher than other suppliers;
• capacity Meet the needs of the most advanced realityBMC has a broad ITOM product portfolio, which makes this supplier a valuable partner for mature I&O organizations that need to expand the capabilities of their IT service management tools;
• new Opportunity to acquire customers: BMC has a huge ITSM customer base, and suppliers can make full use of this customer base by launching promotional activities and actions aimed at creating new opportunities.

Pay attention to the elements

Despite BMC’s recent innovations, suppliers have been unable to increase their visibility in recent years, and customers using FootPrints have expressed dissatisfaction with the product’s usability and performance.

Challenger dial

Clear the visionary quadrant, so we recommend to refer to the two vendors in the “challenger” quadrant faster Cherwell software E IvantiAlthough there is currently no product, marketing, or sales strategy, and the overall vision of leading manufacturers has not been improved, their market share has increased, and ITSM software has also been improved to become more competitive.

Cherwell software

It provides an ITSM tool called Cherwell Service management Suitable for organizations with medium to advanced I&O maturity.

Strengths

• The seller continues to get good participation from customers who are loyal to the seller and satisfied with the product;
• ITOM product features increase and an ever-increasing series of integrations between products and third-party software or community-driven extensions.

Attention element

For some advanced ITSM functions, third-party products must be used, which means additional costs to customers; the interviewed customers report difficulties, and they find that they can support the implementation of ITSM solutions in certain regions.

Ivanti

The company was created by the merger Landesk E heat software Early 2017.Provide an ITSM product named Ivanti Service manager It is suitable for organizations with medium or high I&O maturity.

Strengths

• The merger of Landesk and Heat Software has laid a solid foundation for Ivanti to challenge market leaders;
• Start a program designed to collect customer opinions to help the company develop product strategies and improve customer satisfaction.

Attention element

The distribution of the Saas version of ITSM software products is limited; after the merger resulted in the birth of Ivant, the fact that the “traditional” customers inherited from Landesk and Heat Software makes people uncertain about the roadmap that the “new” reality will follow in terms of products and licensing .