ITSM market: ServiceNow still dominates…

According to Gartner, ServiceNow still maintains a leading position on BMC, but the two market leaders are still far ahead of their competitors in the software suite used to optimize IT resource management.

Time passed,…the leaders of the “ERP for CIO” market did not waver at all! The 2019 Magic Quadrant launched by Gartner for the ISTM market is indeed very similar to the quadrant released in 2018.
ServiceNow still dominates, followed by BMC and its Helix ITSM products.
The challengers will always be the same: Cherwell Software and Ivanti (born by the merger of LanDesk and Heat Software in 2017).
In the back, EasyVista of France keeps up with the trend. Axios Systems (Assyst) and Micro-Focus (SMAX) still lag behind our national flagships, while IBM (Control Desk) is in the back row.
Finally, apart from CA Technologies (and its Clarity Service Management) that have taken a serious step forward since the Broadcom acquisition, there is only one real difference: the arrival of Freshworks (FreshService) in California is increasing. After years of numerous acquisitions to expand its offer, the “niche market” square.
Therefore, Magic Quandrant is not surprising, especially because Forrester usually conducts a similar analysis of the market in the Forrester Wave at the end of 2018, again emphasizing the supremacy of ServiceNow.

In recent years, IT Service Management (ITSM) suite or Forrester’s Enterprise Service Management (ESM) has played an important role in IT service management. Manage incidents, incidents and problems, requests through service catalogs, configuration items, and hardware and software assets.
Centralized management of ERP in IT department to simplify management and promote cost rationalization. After the big explosion caused by the arrival of SaaS offers, the market seems to have stabilized.

Now, all participants are moving towards cloud computing, but to make it widely known, some people are working harder than others. Generally, BMC retains the largest installed base, but its tools are still regarded by customers as an internally deployed solution, which undoubtedly explains the name change, BMC’s ISTM is now called Helix. According to Gartner, BMC still implements drawer pricing. You have to pay for advanced features, which greatly increases the cost of the solution.

With regard to ServiceNow, from a financial point of view, Gartner’s observations are almost encouraging: By limiting the scope of support to the current version and only the previous version, ServiceNow needs to be updated at least once a year. The cost of these regular updates is particularly important, as publishers appear to be using these renewals to change their licensing policies. Nevertheless, Gartner believes that ServiceNow has one of the richest ecosystems today, especially in terms of third-party application integration. Unlike most competitors who like to rely on partnerships, publishers are also one of the few companies in the market that invest in the development of artificial intelligence capabilities.

Finally, talk about the little French EasyVista that is no longer so small. The 2017 acquisition of Knowesia, a company headquartered in Nantes, opened up prospects for publishers in the “self-service” field. With the company registration, efforts to expand to the United States began to bear fruit. Gartner said that the turnover growth in 2018 was very strong. These developments put EasyVista in a very advantageous position in its preferred market (SMEs). However, the direct sales strategy still exists in the company’s strategy, coupled with the lack of visibility, which is likely to slow down the company’s development speed, especially according to Gartner, EasyVista investment in research and development is also less than competitors.

Resources:
Gartner-Magic Quadrant for IT Service Management Tools