State of the ITSM Market, Release 6 is the latest research, please click here to access:
BMC is #1 in the market with 38.6% market share (Includes BMC Remedy ITSM and Custom applications, Service Desk Express, RemedyForce and BMC Remedy on Demand), HP Service Manager is #2 at a little over 20%, CA Service Desk Manager is #3 at 7.2% (Source is Gartner MQ 2011 on this market share information), IBM Tivoli Service Request Manager is @4% and Service-Now (first major ITSM Software as a Service-only offering – SaaS) is @3%, but growing the most quickly.
In terms of ranking, we would rank the vendors using these criteria:Interface, Architecture, Functionality and Price (list pricing, because any vendor offers special discounts based on a wide range of criteria). Also, you should really go into depth on each module (Incident, Change, CMDB, Release, etc…, because the devil is definitely in the details). For example, you could argue that Incident Management is a commodity application at this point, but CMDB definitely is not (in terms of functionality and architecture). So, even though we’re about to generalize, it’s a generalization across all of the ITSM modules. So, this would be more of an enterprise ITSM tool ranking (in our opinion)… in order of market share:
– BMC Remedy ITSM 7.6.4 – Functionality #2, Architecture #1, Pricing #4, Interface #2, Sales Team #4, Implementation Community #1
– HP Service Manager 9.2 – Functionality #1, Architecture #4, Pricing #5, Interface #4, Sales Team #2, Implementation Community #2
– CA Service Desk Manager 12.5 – Functionality #3, Architecture #5, Pricing #2, Interface #5, Sales Team #3, Implementation Community #5
– BMC Service Desk Express 10.1 – Functionality #5, Architecture #3, Pricing #1, Interface #3, Sales Team #4, Implementation Community #4
– Service-Now 11.5 – Functionality #4, Architecture, #2, Pricing #3, Interface #1, Sales Team #1, Implementation Community #3
We left out BMC Remedyforce (force.com offering) and BMC Remedy on Demand (SaaS Remedy) because more time needs to go by before a firm opinion can be made about these criteria. However, based on initial reports for RemedyForce, growth is excellent, functionality is weak and architecture is excellent (force.com). BMC Remedy on Demand is still the Remedy AR System architecture and ITSM 7.6 application suite, so the rankings above are applicable except for the price.
One thing to keep in mind that the HP, BMC Remedy On Demand and CA Service Desk Manager offerings have leveraged the same core architecture for their respective SaaS models. Remedyforce is the exception, as it is built on force.com. Force.com is the underlying architecture used for Salesforce.com (one of the leading CRM platforms on the market).
For more information, or ITSM vendor consulting, please contact us at our website: https://www.northcraftanalytics.com