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GigaOm Radar for ITSM Solutionsv1.0

An Assessment of Information Technology Service Management Solutions

Table of Contents

  1. Summary
  2. Market Categories and Deployment Types
  3. Key Criteria Comparison
  4. GigaOm Radar
  5. Vendor Insights
  6. Analyst’s Take
  7. About Ron Williams

1. Summary

Selecting an information technology service management (ITSM) solution should be based on several factors, including the organization’s size, maturity, and growth potential, as well as whether it is an IT organization or a business unit that is adopting the solution. This report examines the ITSM vendor landscape and guides assessment and selection of a solution based on these and other factors.

Large IT organizations may employ various ITSM solutions, encompassing many of the ITIL (formerly Information Technology Infrastructure Library) best practice approaches. Or they may not embrace ITIL, for a number of reasons, including organic growth, lack of maturity, or an unwillingness to embrace change. Enterprises considering an ITSM solution should be sure to adopt (and adapt) one to fit their needs.

How to Read this Report

This GigaOm report is one of a series of documents that helps IT organizations assess competing solutions in the context of well-defined features and criteria. For a fuller understanding consider reviewing the following reports:

Key Criteria report: A detailed market sector analysis that assesses the impact that key product features and criteria have on top-line solution characteristics—such as scalability, performance, and TCO—that drive purchase decisions.

GigaOm Radar report: A forward-looking analysis that plots the relative value and progression of vendor solutions along multiple axes based on strategy and execution. The Radar report includes a breakdown of each vendor’s offering in the sector.

Solution Profile: An in-depth vendor analysis that builds on the framework developed in the Key Criteria and Radar reports to assess a company’s engagement within a technology sector. This analysis includes forward-looking guidance around both strategy and product.