Analysis firm Gartner’s ITSM (IT Service Management) 2018 Magic Quadrant emphasizes the certain stability of existing forces.
The only major change is that HPE exited the market by selling its software business to Micro Focus.
MicroFocus is not as good as the previous HPE
Although we can expect Micro Focus to take over the exact position of HPE (one of the best “niche markets”), on the contrary, Gartner lowered the position of new entrants.
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“Customer has reported to us […] The turmoil associated with the sale of HPE to Micro Focus has left them ignorant of the future direction of the product and the risks associated with existing product investments.”
The report also emphasizes that publishers’ ITSM activities account for only a small portion of their revenue, and their competitors (except IBM or Ivanti) are more involved in the industry.
Another (small) sign of concern is that Micro Focus appears to be focusing on HPE’s existing customers rather than seeking strong expansion-this will be a strong and proactive signal for publishers.
However, Gartner recognizes that the installed base of HPE and Micro Focus is still an excellent opportunity for business growth.
According to Gartner, among other “niche markets”, IBM (provided too many quotations-related to other products and its last major update dating back 3 years), CA Technologies (in the absence of real SaaS and UI The aging market) and Axios (the smallest large company with slow growth) are stagnating.
EasyVista: The Little French is doing well
In this report, and for the seventh consecutive year, a Frenchman appeared: EasyVista. The Magic Quadrant 2018 gave it a strong influence in Europe and worked hard to expand to the United States, but it also regretted its absence in Asia.
More broadly, Gartner pointed out that if the French offer is very suitable for small and medium-sized organizations-it targets companies with fewer than 10,000 employees-“EV Service Manager is not suitable for meeting all the requirements of China. The most mature organizations.”
In terms of advantages, EasyVista provides a true cloud product, has achieved full integration, and acquired Knowesia, which is a self-service tool for creating a knowledge base and automatically solving IT problems. Many companies are using this tool. CAC 40.
The fact remains that in the “short list” of EasyVista customers, Gartner pointed to a “substantial drop” (sic).
Half picture, half grape evaluation. But year after year, EasyVista has consolidated its position in the Magic Quadrant and has done better than almost all “niche markets”, which in itself is a huge success for French publishers.
ServiceNow is always higher
Among the higher-ranked actors (challengers), Gartner puts Cherwall (although the publisher is very U.S.-centric) and Ivanti (which is a result of the merger of LANDesk and HEAT Software).
Like Micro Focus, ITSM is only a small part of Ivanti’s revenue. Gartner said that publishers have invested heavily in SaaS, but its installation base does not seem to have decided to take a risk. This is both an obstacle and an opportunity.
“Although other players in the ITSM market have stagnated, Ivanty is indeed moving forward. »Despite this, Ian Aitchison, the publisher’s senior product director, is very happy.
In fact, Ivandi is actually the only person who has made progress between the 2017 Magic Quadrant and the 2018 Magic Quadrant. But this is not the only one.
Compared with last year, ServiceNow has indeed made some progress in the “visual” aspect. At this point, today it is consistent with the historical BMC.
Despite having a huge installation base, BMC is still working hard to embrace the cloud. For Gartner, its image is still related to on-site product and drawer prices (you must add packaging and options to benefit from advanced features).
The market leader, far ahead of the competition, has become ServiceNow again this year.
The publisher “dominates the “short list” of our customers, and its market share of revenue is more than three times that of its closest competitor.” Gartner also advocates providing complete and mature products based on a strong ecosystem.
All of this is not an easy task, and the pricing of new features (such as machine learning) is difficult to follow, or in any case it is difficult to defend potential customers internally.
“CIO ERP” market confirms its new winner
This global status quo clearly shows that after the dramatic changes in SaaS in the past decade, the ITSM market has entered a stage of renewal and continuity.
Although players with a long history are still struggling to adapt (such as IBM, BMC, CA) or have given up (such as Symantec and HP), the biggest winner of this re-allocation of cards is a player who did not exist 20 years ago: ServiceNow (1.9 billion) The US dollar, even if all its turnover does not come from ITSM, is also in the leading position, while Cherwell (80 million US dollars) and EasyVista (35.8 million euros) are also leading.
To some extent, ITSM has become the “DSI ERP” of Gregory Ramirez of the French-American investment bank Bryan, Garnier & Co..
“The software enables IT departments to manage incidents, incidents and problems, IT production starts and changes, user service requests, service levels, configurations, and hardware and software assets, as he concluded in his EasyVista report in 2017: “IT resources Availability and capacity, service continuity and service portfolio”.
For Gartner, today’s ITSM tools tend to be more and more other general services (such as HR) due to their ability to manage intervention tickets and the resulting workflow.
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