GigaOm Radar for IT Service Management (ITSM)v3.0

1. Executive Summary

Information technology service management (ITSM) is a toolset domain that provides both a methodology and technology that can define and manage IT services and their respective value delivered throughout an enterprise. The service desk staff provision, manage, and measure service quality needed for business value and ensure the required technology that underpins ITSM is capable of delivering reliable service.

Services are defined according to service catalog definition and then provisioned in response to service requests run by the IT team. Services encompass infrastructure, assets, people, uptime, configuration, and cost. Workflow management is a core component for handling incidents, service requests, problems, and changes—as well as automation—to drive efficiencies within the organization. Collectively, these factors demonstrate IT’s business value and its contributions to the success of the organization.

The domain of ITSM has grown substantially over a number of decades. With that growth, vendor solutions designed for small-to-medium businesses (SMBs), large enterprises, and managed service providers (MSPs) are commonly developed in accordance with a best-practices framework, usually the Information Technology Infrastructure Library (ITIL), which defines specific processes for handling IT services. ITIL is in its fourth generation and demonstrates business value and digital transition of all service management functions, representing significant change.

Since the publication of GigaOm’s ITSM Radar during 2023, there has been a disruption in the transition from ITIL 3 to ITIL 4. The ownership and rights of ITIL have been transitioned to PeopleCert, an independent company that acquired Axelos Limited, a joint venture previously created by the UK government. As a result, the structure for ITIL 4 vendor certification, which had been spearheaded by Pink Elephant in North America and SerView in Europe and other parts of the world, is being shifted to a new approach being defined by PeopleCert. Pink Elephant no longer relies on the ITIL branding. However, it continues to support and advocate for ITSM disciplines as it had for decades. Vendors are adjusting, though are not yet fully adjusted to the change in certification authorities. All are focused on delivering best practices that suit customer needs and are aimed at consistency in approach.

This change leaves buyers with a lag in transition to ITIL 4 from its vendors while the market change settles. During 2023, market estimates suggested 20% of ITIL shops had already transitioned to ITIL 4 while another 30% are considering making such a move. GigaOm believes the transition in the certification landscape has impacted the 30% of buyers expected to shift to ITIL 4. While customers want and need reassurance that vendors are committed to best practices, the slowing of the pace from vendors inevitably impacts the adoption by enterprises as well while they rely on tools other than those with already well-established support for ITIL 4. Regardless of this shift, CxOs will be interested in solutions that help them proactively manage IT services, avoid disruption, create efficiencies, and track service costs to deliver and support their enterprise.

GigaOm is evaluating vendors that have committed to ITSM essentials as defined by ITIL 4, an approach that was verified with evidence provided by vendors from SerView, PeopleCert, and Pink Elephant. Scoring will provide a more granular perspective on ITIL 4 with regard to ITSM infrastructure insight and ITSM business value. ITSM essentials are a required item for a vendor to be included in the report. Our scoring examines vendor offerings in these areas and on other key features and important evaluation metrics. The report covers vendors from North America, South America, Europe, and Asia.

This is our third year evaluating the ITSM space in the context of our Key Criteria and Radar reports. This report builds on our previous analysis and considers how the market has evolved over the last year.

This GigaOm Radar report examines 18 of the top ITSM solutions and compares offerings against the capabilities (table stakes, key features, and emerging features) and nonfunctional requirements (business criteria) outlined in the companion Key Criteria report. Together, these reports provide an overview of the market, identify leading ITSM offerings, and help decision-makers evaluate these solutions so they can make a more informed investment decision.

2. Market Categories and Deployment Types

To help prospective customers find the best fit for their use case and business requirements, we assess how well ITSM solutions are designed to serve specific target markets and deployment models (Table 1).

For this report, we recognize the following market segments:

• SMB: In the SMB segment, ITSM functionality is similar to that found in enterprise-class solutions at a price point that fits within SMB budget levels. Some vendors place limits on the scale of the deployment, number of users, or even services supported by the ITSM solution. Solutions in this market segment commonly are bundled or closely integrated and inclusive of problem, incident, service request management, and the configuration management database (CMDB), with variations on supporting functionality such as IT asset management (ITAM). Service provider targets are also part of this segment when vendors are able to offer multitenancy.
• Large enterprise: Large enterprises benefit from the robust capabilities of ITSM, assuming that the cost, compliance, and process aspects are all incorporated into these solutions. Functionality is often quite similar to that found in the mid-market, though on a much more expansive scale. Additional depth is provided with regard to asset categories, their data, financial metrics, and risk analysis. ITAM helps enterprises save on IT spending and remain in compliance when it comes to corporate targets and contractual commitments.
• MSP: MSPs remotely manage a customer’s network operations and deal with maintenance, upgrades, and other day-to-day activities, including ITSM. Their needs may align with those in the above categories, and solutions are assessed on ability to meet them.

In addition, we recognize the following deployment models:

• On-premises: Self-hosted deployment allows organizations to install and manage ITAM solutions on their own infrastructure. It provides greater control over data and customization but requires in-house hardware and software management. It can be important to some verticals such as government and finance.
• SaaS: SaaS deployment involves accessing ITAM solutions hosted and managed by the vendor. Operators access the service over the internet, eliminating the need for on-premises hardware or software installation.
• Hybrid: Hybrid deployment combines both SaaS and self-hosted models, offering flexibility. Some components of the ITAM solution may be hosted in the cloud (SaaS), while others run on the organization’s infrastructure (self-hosted). This approach suits organizations with diverse security requirements and infrastructure setups.

Table 1. Vendor Positioning: Target Market and Deployment Model

Table 1 components are evaluated in a binary yes/no manner and do not factor into a vendor’s designation as a Leader, Challenger, or Entrant on the Radar chart (Figure 1).

“Target market” reflects which use cases each solution is recommended for, not simply whether that group can use it. For example, if an SMB could use a solution but doing so would be cost-prohibitive, that solution would be rated “no” for SMBs.

3. Decision Criteria Comparison

All solutions included in this Radar report meet the following table stakes—capabilities widely adopted and well implemented in the sector:

• Service management ecosystem
• ITSM certification baseline
• Automation and orchestration
• Reports and dashboards
• Disaster recovery

Tables 2, 3, and 4 summarize how each vendor in this research performs in the areas we consider differentiating and critical in this sector. The objective is to give the reader a snapshot of the technical capabilities of available solutions, define the perimeter of the relevant market space, and gauge the potential impact on the business.

• Key features differentiate solutions, highlighting the primary criteria to be considered when evaluating an ITSM solution.
• Emerging features show how well each vendor implements capabilities that are not yet mainstream but are expected to become more widespread and compelling within the next 12 to 18 months.
• Business criteria provide insight into the nonfunctional requirements that factor into a purchase decision and determine a solution’s impact on an organization.

Note: When reviewing key features, keep in mind that we’ve grouped ITIL components into three categories: ITSM essentials, ITSM infrastructure, and ITSM business value. These tiers tie directly to operational requirements for delivering services and are captured in the key features for ITIL 4 (see Table 2).

The categories and ITIL components are:

ITSM essentials: Includes core ITSM functionality that meets the basic needs of any service management operation:

• IT asset management (IAM)
• Problem management (PM)
• Incident management (IM)
• Change enablement (CE)
• Knowledge management (KM)
• Service catalog management (SCM)
• Service level management (SLM)
• Service request management (SRM)
• Service desk (SD)
• Service configuration management (SCOM)

ITSM infrastructure insight: Includes functionality that manages and monitors infrastructure—such as networks, systems, and applications—that may impact service quality or outages.

• Availability management (AM)
• Capacity and performance management (CPM)
• Deployment management (DM)
• Infrastructure and platform management (IPM)
• Monitoring and event management (MEM)
• Release management (RM)
• Service validation testing (SVT)
• Information security management (ISM)

ITSM business value: Includes functionality that provides a bidirectional connection between any two business, financial, or services points in the context of ITSM.

• Portfolio management (POM)
• Project management (PJM)
• Service financial management (SFM)
• Service continuity management (SCTM)
• Workforce and talent management (WTM)
• Supplier management (SM)
• Measurement and reporting (MR)
• Relationship management (RM)

These decision criteria are summarized below. More detailed descriptions can be found in the corresponding report, “GigaOm Key Criteria for Evaluating ITSM Solutions.”

Key Features

• Self-service portal: Configurable self-service is a set of technology and processes that enable ITSM technical leaders to design multiple self-service portals so that users can jumpstart the service process and streamline service desk operations. This lessens the human labor burden at the service desk and streamlines problem management, incident management, and service requests.
• Knowledge management: Knowledge management records, tracks, and presents detailed information about varying solutions to incidents and problems that may arise. It reduces technical support analyst time and increasingly employs AI to populate and locate the closest matching solution to accelerate mean time to resolution (MTTR).
• ITSM essentials (ITIL 4): ITSM essentials are the critical disciplines for running a foundational ITSM program. In order to meet table stakes for this report, the vendor needed certification evidence in a minimum of five modules in ITIL 4 specifically. This research considered Pink Elephant, SerView, and PeopleCert at all certification levels.
• ITSM infrastructure (ITIL 4): ITSM infrastructure includes functionality that manages and monitors infrastructure—such as networks, systems, and applications—that may impact service quality or outages. This insight provides the service desk with key information about problems and incidents that arise in the environment.
• ITSM business value (ITIL 4): ITSM business value connects IT services closer to the business value intended. This includes functionality that provides a bidirectional connection between any two business, financial, or services points in the context of ITSM.
• Asset discovery: The ability to manage services requires knowledge of the infrastructure used by the services. Whether the ITSM tool has infrastructure discovery capabilities of its own or consumes the output of another tool, asset discovery is a key capability in the realm of ITSM. Ideally, the ITSM tool should contribute to the configuration management tool to enable discovery of both infrastructure and services.
• Workflow/automation: Workflow and automation are essential components of ITSM for streamlining the provisioning and support of IT and enterprise services. These capabilities eliminate labor costs and errors in service delivery and automate the notification of changes in status and impact of problems and incidents.
• Enterprise service management: ESM builds upon the ITSM foundation or framework to extend IT services to any business service needed by the organization. This might include HR, facilities, manufacturing, or other mission-critical services that can be managed by the tools inherent in the ITSM solution including service definition, asset tracking, problems, incidents, and service quality.

Table 2. Key Features Comparison

Emerging Features

• OpenTelemetry-informed ITSM: OpenTelemetry is a set of APIs, software development kits (SDKs), tooling, and integrations designed to generate and manage telemetry data, such as traces, metrics, and logs. The project provides a vendor-agnostic implementation that can be configured to send telemetry data to another tool. It supports a variety of popular open-source projects, including Jaeger and Prometheus.

• Business process integration: At the heart of ITSM are workflows for managing business processes. In many cases, these workflows relate to IT, with a separate though related requirement to define business process functionality outside of IT for services such as HR and finance, for which technology supports the fulfillment of a business need. The differentiating factors among ITSM tools today center on IT functions, while future ITSM tooling will allow business operations to integrate with IT operations by enabling citizen programmers to use low-code/no-code methods, as has been the case in other technology domains.

• AI-driven service management: AI is beginning to empower the next generation of ITSM solutions. Chatbots and incident management are two areas where rules-based heuristics have become a common part of ITSM solutions. Extensions are also being added to knowledge management paradigms to develop knowledge articles and retrieve the most relevant asset data to solve problems as they arise. The more intelligence these tools can acquire, the more valuable ITSM solutions will become.

• Agile ITSM: Agile ITSM expands upon ITSM with agile methodologies by combining the robust best practices of ITSM using ITIL and other best practice approaches with the customer-focused agile method. Together, the two provide a robust and efficient approach to service management for an enterprise. Agile brings adaptability to ITSM and uses Kanban and Scrum while emphasizing greater collaboration.

• Geography-aware and ownership-aware service enablement: Geography and ownership-aware service enablement takes into account the definition, management, security provisions, and ownership of the service itself and performance metrics. This enablement typically covers mobile devices and remote workers as their usage patterns can impact their work.

Table 3. Emerging Features Comparison

Business Criteria

• Flexibility: Flexibility assesses an ITSM solution’s adaptability to manage a wide range of IT services and vertical market domains such as government, utilities, finance, or healthcare. It also considers the flexibility to incorporate third-party solutions by integration or data extraction and to export asset and service information for use by an employee outside of the ITSM solution.
• Ease of use: This criterion looks at many aspects of an ITSM solution as it impacts both business and IT teams. This includes the overall usability of the solution, how easy it is to configure or integrate, the level of training that is required, and how intuitive features and functions are to operate. Deployment of the solution must not place a strain on IT teams even as it impacts the way they operate. Ease of customization to meet business and user goals is critical, as is effective branding and visualization that enhances end user interaction.
• Security: ITSM environments are exposed to internal and external users and for managed service providers, there are often multiple clients being managed within the same solution. To protect data and reduce security risk, robust security provisions such as single sign-on (SSO), data separation, and definition of roles must be included in the ITSM solution.
• Scalability: Scalability is the upper and lower limits of the capacity of the ITSM solution to handle customer environments. Many solutions are designed for SMB environments while others cross into large, enterprise environments. Evidence of large deployments was considered along with the ability to address IT services along with enterprise services.
• Maintainability: Each vendor was evaluated on how easily its product can be maintained, which includes updates, upgrades, patches, and bug fixes, along with the delivery method for all maintenance items. Moreover, customizations must be future proofed within a tool.

Table 4. Business Criteria Comparison

4. GigaOm Radar

The GigaOm Radar plots vendor solutions across a series of concentric rings with those set closer to the center judged to be of higher overall value. The chart characterizes each vendor on two axes—balancing Maturity versus Innovation and Feature Play versus Platform Play—while providing an arrowhead that projects each solution’s evolution over the coming 12 to 18 months.

Figure 1. GigaOm Radar for ITSM

As you can see in Figure 1, the majority of ITSM vendors are concentrated within the Maturity half. The seven vendors placed in the Maturity/Platform quadrant demonstrate the maturity of the ITSM market overall with a large number of well-established ITSM solutions. The remaining five in the Maturity/Feature Play quadrant are solution providers that are focused on targeted aspects of the ITSM landscape. Those vendors typically provide ITSM ITIL4 essential capabilities to their customers rather than a broader ITSM scope. The six vendors in the Innovation half are challenging and expanding the footprint of ITSM solutions.

The Feature Play versus Platform Play axis illustrates the progression in this year’s Radar report and captures a holistic view of ITSM solutions features and functions that includes ITIL 4 certification for ITSM essentials, ITSM infrastructure, and ITSM business value. Vendors were screened against table stakes to ensure there was a base level of support for ITIL 4 consisting of a minimum of five ITSM essentials ITIL 4 practices. Passing that threshold, vendors were scored based on ITIL 4 certifications in each ITSM ITIL 4 category.

ITIL 4 support was considered along with other important key features for ITSM. In effect, vendors needed to demonstrate an ITIL 4 commitment along with critical service management functionality. The result of this approach is that the Radar reflecting ITIL 4 support takes more items into account beyond ITIL 4 standards in terms of vendor placement on the chart. Some vendor positions have shifted as a result. In the ITSM v2 Radar Report, the majority of key features were related to ITIL 3 certification, ITIL 4 certification, or the progression from ITIL 3 to ITIL 4. As detailed in prior GigaOm Radar reports, the arrows and colors assigned to vendors in this research are meant to show both the pace and directionality of vendor movement toward crucial criteria.

The chart depicts a cross-section of ITSM solutions demonstrating sophisticated and comprehensive capabilities, as it is a mature, but changing, market segment. It provides a quick view of solutions at varying stages along the path to ITIL 4 certification along with other ITSM features, including those best positioned to deliver on this most recent iteration of ITSM best practices. This year, no evaluation of ITIL 3 was made, though consideration of how forward-moving toward robust ITIL 4 certification a solution provider is was a primary metric evaluated.

Due to the shifting certification landscape, the source of certification evidence was a challenge—ITIL 4 best practice standards themselves have now been acquired by Axelos and managed by PeopleCert. This change in ownership has disrupted the certification market. While Pink Elephant has been relied upon by North American vendors to provide substantial certification for ITSM solutions, it can no longer use the ITIL branding. GigaOm accepted evidence from vendors in either PeopleCert’s or Pink Elephant’s orbit. Some vendors have aggressively pursued PeopleCert standards, while others felt it was important to see the long-term certification strategy play out and wanted to wait for more stability.

The results show that of 18 vendors, all were ITIL 4 certified in a minimum of five ITSM essentials practices. For buyers seeking more significant investment in ITSM essentials by solution providers, Aranda, Proactivanet, ServiceNow, and IFS assyst are ITIL 4 certified in all ten ITSM essentials ITIL 4 practices, followed closely behind by Alemba, Aranda, and BMCeach with nine certified practices, and 4me, Freshworks, Ivanti, Matrix42, TOPdesk, and USU with eight certified ITSM essentials practices. Buyers focused on the core disciplines of problem, incident, change enablement, knowledge management, and other ITSM essentials have a lot of choice when seeking ITIL 4-certified solutions.

Moving to ITSM infrastructure disciplines, the field becomes narrower, though there are still many possible solutions. This research found that solutions with the strongest infrastructure connected disciplines were IFS assyst, with the highest-ranking certification, followed by 4me, ServiceNow, and USU with six ITSM infrastructure disciplines each certified at this time. Finally, Alemba and Freshworks each demonstrate a respectable investment of five ITSM infrastructure disciplines that are ITIL 4 certified. Other vendors showing investment in this category may be suitable solutions for SMB and enterprise customers that are addressing infrastructure management in a way that is separate from ITSM ITIL 4.

Connecting IT and enterprise services to the business is the goal for ITSM and ESM. Vendors that encompass essential, infrastructure, and business value ITIL 4 practices at the most meaningful level include 4me, IFS assyst, TOPdesk, and USU. This group has the most certified practices for ITSM business value at five. Alemba is also strong, following this group with four practices certified. Aranda, Proactivanet, and ServiceNow have three certified ITIL 4 practices each. Buyers seeking the strongest capabilities to manage business value through ITSM ITIL 4 will want to focus on these groups. There remains room for growth in the category of business value for these vendors, along with many that have not yet invested as much in this area.

Several vendors–such as iET Solutions, Marval, and SymphonyAI–have strong ITIL 3 certifications and have not yet made the transition to ITIL 4 certifications, a position consistent with the 2023 GigaOm ITSM Radar report. Most of these vendors have ITIL 4 certification on their roadmaps with plans to make this investment at a time that makes sense to them as the new certification landscape settles into place and as they have more time to adapt to this change. Figure 2 shows the intersection point of vendors and their level of ITIL 4 certification in ITSM essentials, ITSM infrastructure, and ITSM business value for those enterprises that seek ITIL 4 commitment as a priority for their solutions.

Other key and emerging features were considered in evaluating this year’s vendor pool. These features included requirements such as asset discovery, self-service portals, workflow, automation, and ESM. Emerging features included OpenTelemetry, AI, agile ITSM, and increasing needs for geographically aware service management.

Most established vendors are moving to incorporate ML, AI, natural language processing (NLP), and automation into self-service and knowledge management functionality. It is expected that solutions will leverage these and other technologies to ease the burden on the service desk and provide greater visibility for customers that are comfortable with self-service approaches. What is less common is to see vendors that approach emerging and advanced technologies in a novel way. Some examples of interest include:

• Three vendors–Aranda, Proactivanet, and Serviceaide—have worked to address specific vertical markets, such as government, healthcare, defense, education, and financial services, to the extent that they offer prepackaged content and their services address these specific needs.
• Two solution providers—BMC and ServiceNow—have built service delivery risk management into their functionality, providing a mechanism for making service management decisions based on business risk.
• Only six vendors—Alemba, Ivanti, Proactivanet, Serviceaide, ServiceNow, and USU—have developed business process integration functionality that leverages ITSM in the business context beyond ITSM business value modules.
• Agile ITSM is emerging, with ITSM solution providers offering an agile approach to ITSM within their solutions. Others understand there is a continuum that connects with this development as solutions are being rolled out for use. Those vendors with standout agile capabilities were 4me and Atlassian. Others that were very strong included Alemba, Aranda, Freshworks, IFS, ManageEngine, Proactivanet, ServiceNow, and TOPdesk. Clearly, Agile ITSM is becoming a required component within ITSM solutions.
• Many new vendors were added to this research as a result of their commitment to ITIL 4 certification. They are: 4me, Atlassian, Freshworks, Halo, IFS assyst, InvGate, ManageEngine, and TOPdesk.

Ultimately, the decision to purchase an ITSM solution must be made in terms of the priorities of the buyer. Pricing, licensing, and professional services tend to be similar across all solution providers. Whether to include more ITIL 4 certified modules in a solution and pay a higher price, or to pay less and forgo some functionality, plays a role in coming to the right decision for any given buyer. Most organizations will want a solution that meets current needs and a vendor that aligns with their own level of commitment to ITIL 4 best practices at the time of purchase and moving forward.

In reviewing solutions, it’s important to keep in mind that there are no universal “best” or “worst” offerings; every solution has aspects that might make it a better or worse fit for specific customer requirements. Prospective customers should consider their current and future needs when comparing solutions and vendor roadmaps.

5. Solution Insights

4me: IT Service Management

Solution Overview
4me, a private company, was founded in 2010 with headquarters in Santa Barbara, California. The company originated in Europe and is expanding its presence in North America, with strategic growth investment by PSG Equity obtained in May 2023. PSG Equity’s investment supports product innovation as well and was leveraged to acquire StatusCast, an IT operations management (ITOM) acquisition that will automate problem and incident notification, thereby improving ITSM service quality.

The solution has certifications in 19 ITIL 4 disciplines. Certification covers the range of ITSM essentials, ITSM infrastructure, and ITSM business value. The company is committed to ITIL 4 certification and has demonstrated the need for capabilities that go beyond ITSM essentials. Understanding availability and monitoring needs that are part of ITSM infrastructure is supported along with other disciplines, as are business-focused service management disciplines.

Self-service has been redesigned by 4me to allow for more customizations as well as out-of-the-box self-service templates that users can leverage to reduce their time to implementation. The company is offering eight fully developed designs as part of its solution. It leverages the 4me Workflow Automator, which is available to all 4me customers in the solution’s packaging. This is in keeping with 4me’s philosophy of providing many out-of-the-box samples in all aspects of the solution.

The company provides generative AI support through integration with Amazon Bedrock. AI capabilities have been included since 2023 and cover a number of specific features, such as automated search to find data and problem resolution and generation of a ticket summary using an LLM provided by AWS Bedrock that consolidates a long trail of technical communication and follow-up email communication. It also eases the search process in knowledge management (KM) or documentation. Auto creation and update of knowledge articles with knowledge management follow the KCS standard using GenAI.

From a security standpoint, 4me supports SSO, OpenID, and system for cross-domain identity management (SCIM). 4me allows multiple SSO integrations into the same account where each SSO can be linked to a separate organization, allowing customers from internal or external organizations to log in using their own SSO. Authorizations are role-based and one user can assume multiple roles.

Strengths
4me provides a complete solution that covers ITSM as well as ESM, jump-started with examples and templates. 4me also enables departments leveraging ESM to design and manage their own service portals independently. 4me offers frequent upgrades that are both automatic and non-intrusive. This frequency of upgrades is unique to 4me across ITSM vendors. While smaller, they enable new features to be rolled out regularly and fixes to be applied at the same time. The solution scored well in agile ITSM because 4me provides a means for collaboration and ease of use that is available from only a small segment of ITSM solutions. This is part of 4me’s investment in a newly designed GUI.

Challenges
As a company that was launched in 2010, many of its user interfaces (UIs) are in need of upgrades. Customers have requested modernizations, and it is an effort that is underway by 4me and supported by its recent influx of capital, but it is not complete. Asset discovery and management is handled through third-party tool integrations such as Microsoft SCCM and Lansweeper. Information is added to the CMDB, and while this serves the need for many customers, it does not provide observability functionality that exists within many ITSM solutions.

Purchase Considerations
The company operates in Europe and the US targeting companies up to 5,000 employees with scalability to support larger, enterprise deployments. 4me provides a multitenant, cloud-based solution that serves ITSM and ESM requirements.

Only SaaS-based licensing is available from 4me. The company strongly believes that on-premises deployment will not deliver the same user experience or the frequency with which to address new features or correct issues that may arise. Weekly updates are provided for this SaaS-based solution. Licensing is based on “months of use” regardless of role and excludes business users with no additional application module costs.

Customers include the public sector, universities, small businesses, and global corporations. Most customers are in Europe. New investment is targeting more presence in the US and North America. It has a strong focus on MSP support that extends to service and time tracking.

Within the ESM domain, 4me services HR, facilities management, legal services, and telecom services. Users can also develop service catalogs and management for any corporate domain seeking tighter control over its business service delivery.

Radar Chart Overview
4me is positioned in the Innovation/Platform Play quadrant on the Radar due in large part to its recent investment and acquisition strategy. The company received high marks for its innovation despite a history of more than a decade within the ITSM market. The company is designated as an Outperformer and a Challenger moving toward the Leaders circle over the next 18 months powered by its recent investment and product strategies.

Alemba: ASM

Solution Overview
Founded in 2007, Alemba has roots in professional services, a model that is central to achieving the best value from the Alemba Service Manager (ASM). Alemba is a fully remote company based in the UK, with offices in Europe, Australia, and the US. Alemba’s roots come from VMware Service Manager, which it acquired in 2014. ASM is an ITIL-compliant ITSM tool with a focus on request fulfillment delivered as a SaaS-based solution.

Alemba is certified in 18 ITIL 4 practices as confirmed by Pink Elephant. ASM easily met table stakes requirements with nine practices. ASM has also been certified in ITIL 4 ITSM infrastructure insight disciplines of event/availability management, capacity/performance management, release management, and service validation testing. Since last year’s report, Alemba has added certification for ITSM business value in project management, service financial management, service continuity management, and workforce/talent management. Alemba ASM has moved beyond operations to leveraging the solution for ITSM business value in service management.

ASM scored high on knowledge management, with its use of knowledge matching and workflow management adding efficiency and intelligence and reducing resolution time for problems and incidents. For example, when creating an incident, ASM begins searching the knowledge base for answers according to the user types involved with the incident. If there is a major incident already in place that has been captured within the knowledge management module, an easy “add me” button allows the incident to join the existing situation and/or the knowledge management entry for future reference.

Alemba is using pattern matching to make connections with existing knowledge management records and improve efficiency, time to resolution, and insight for automating root cause analysis. Similarly, ASM’s workflow capabilities tie directly to its ability to serve organizations and their business process needs. While aggregation through OpenTelemetry functionality is available, its application is applied to avoid undue downtime and improve the ease of use of its visual interfaces, which reduces complexity along with the company’s improved integration with business process toolsets.

Strengths
Alemba ASM’s migration to support ITIL 4 is among the strongest across all vendors, with it scoring high in all ITIL 4 categories. The solution has near complete competency in all ITSM essential modules, active management of ITSM infrastructure covering about half of these disciplines, and approximately half of the ITSM business value disciplines. The company’s commitment during this year of certification organization transition is self-evident. Alemba uses an atypical approach to multitenancy which provides segregated tenancy for data governance and protection and separation from other customers, which would be desirable for some highly secure environments.

Challenges
Alemba uses third-party tools for asset management. Discovery of assets is achieved via any third-party tool, mapping only the asset data requiring management for ITSM in the CMDB. Moreover, professional services are required for a robust implementation of the solution, in keeping with Alemba’s history of delivering value through its services. OpenTelemetry capabilities could be improved, as the company does not directly follow OpenTelemetry APIs. It does, however, provide metrics insight via its operations dashboards and alerts can be triggered when certain conditions are met providing service status insight.

Purchase Considerations
Alemba ASM can be purchased either as an on-premises or a SaaS-based solution. The company uses a named license system for analysts, requiring one license per user. Licenses are specific for either cloud or on-premises usage. Self-service portal users have access via a site license that is provided by Alemba. Billing is annual.

ASM has been applied to vertical market segments including finance, retail, local and federal government, healthcare, education, defense, charity, transport, and utilities sectors.

MSPs will appreciate the attention Alemba has given to support branding, customization, dashboards, security, and multitenancy. ASM supports all common SSO systems and role-based access control (RBAC) to restrict access to all features, functions, and data in accordance with compliance guidelines, along with separate Microsoft Azure tenancy to ensure complete security for customers.

ASM’s ESM relies on a partitioning mechanism that segregates business functions within a single tenancy instance. All departments can use the same tool to separate workflows, configuration settings, and data security requirements. ASM has use cases that support ESM for HR and facilities departments, though customers can develop other ESM applications.

Radar Chart Overview
Alemba ASM is positioned in the Maturity/Feature Play quadrant on the Radar chart due to its feature-rich solution, though it falls close to the line for Platform Play. ASM received high marks for many key features, while there is growth opportunity in ITSM infrastructure and ITSM business value. Alemba’s positioning on this year’s Radar has shifted slightly from last year’s report due to the change in report methodology that focuses on ITIL 4 certification along with a broader set of functionality. Last year’s Radar relied primarily on ITIL 3 and ITIL 4 certification, which placed Alemba more heavily toward platform representation of ITIL certification. The company is designated as a Leader and an Outperformer because it is investing in frequent releases to cover functional areas such as agile ITSM and is seeking acquisition targets to expand its footprint.

Aranda: Aranda Service Management Suite

Solution Overview
Aranda was formed in 2002 and is headquartered in Aventura, Florida. Its service management portfolio provides asset management, power management, software metrics, a CMDB, and additional products to support a full ITSM implementation.

Aranda had been committed to ITIL 3 and has now made considerable progress in certifying against ITIL 4. As it continues to invest in ITIL 4 best practices, the company is moving ahead in supporting and certifying Aranda Service Management Suite (ASMS) at a steady, albeit non-aggressive pace. The company has certified 15 modules for ITIL 4, including certifications across all ITSM essential modules and three modules in ITSM infrastructure (infrastructure and platform management, monitoring, and release management), and three ITSM business value modules. GigaOm anticipates steady movement by Aranda toward complete ITIL 4 certification of ASMS.

The self-service functionality provided by ASMS includes a centralized service desk that works with a chatbot integrated with Microsoft Teams and a native chatbot integrated with WhatsApp, making collaboration easy and streamlining the process of requesting services. The automation of chatbots resulted in a high score for ASM on this metric. Dashboards provide the ability to drill down to understand real-time business metrics and are customizable to suit organizational needs. Resulting dashboards and the reporting solution (Aranda Query Manager) can share both native and customized reports via email.

ASMS’s asset discovery and knowledge management offer customers basic functionality, and they score accordingly. The knowledge management function does not use AI or ML. However, it does have workflow and business rules that streamline the knowledge management process. Asset discovery using a UEM tool (Aranda Device Management) can discover Windows, Mac, Linux, and network devices, using several protocols such as SSH, WMI/WBEM, SNMP, DNS, NetBios, and ICMP.

While the solution employs chatbots to ease the support process, other technologies such as AI, drag-and-drop features for workflow, and knowledge management could further advance their use. Since last year, ASMS has incorporated into its channels and workflows a group of capabilities based on AI that accelerate the productivity of end users and technicians by reducing repetitive tasks through the use of NLP-based ticket creation (using natural language in virtual agent conversations) and ticket creation based on voice notes (WhatsApp), powered by speech-to-text.

Strengths
Aranda ASMS has a competitive edge and differentiator in its localization for Spanish-speaking regions, with native Spanish-language support and functionality. Operationally, Aranda’s omnichannel communication and integration with Microsoft Teams provides excellent collaboration capabilities, and its chatbots facilitate automated self-service. In terms of forward-looking capabilities, ASMS scored high in providing telemetry metrics because device-related metrics are provided by Aranda Unified Management. Additionally, ASMS can manage according to geographic location of services and assets, supporting services with an emphasis on security that will appeal to MSPs in particular.

Challenges
ASMS consists of multiple tools under different SKUs, making purchases complex. Professional services from Aranda or a partner are required for a full deployment to assist with its configuration, parameter-driven customization, and deployment. The SaaS offer is considerably more expensive than the on-premises solution. Evaluation of Aranda service management system (ASMS) resulted in high marks for its local language support and automation of self-service functionality. However, it became clear that ASMS’s customization demands more technical knowledge of its users than some of its competitors.

Purchase Considerations
Aranda’s product mix is composed of a tightly integrated set of modules that work closely with one another. This includes: Aranda Service Management Suite (ASMS), Aranda Field Service (AFLS), Aranda CMDB, Aranda Query Manager (AQM), and Aranda Integration Center (AIC).

Licensing is configured by each individual buyer according to their needs. Cloud licenses are heavily discounted compared to on-premises ones. Limited licenses are available for development, test, user acceptance, and production environments.

Aranda is highly visible in Latin America and has a heterogeneous customer base, including government, healthcare, and banking and financial services verticals in the region, with US deployments as well. ASMS is a multilingual solution, with support for English, Portuguese, and Spanish. Latin America is Aranda’s primary market and Spanish is well supported.

Aranda delivers enterprise service management because its solution is agnostic as to whether services are IT or corporate business services.

Radar Chart Overview
Aranda is part of the group of mid-market vendors that offers tightly coupled ITSM and ITAM solutions underpinned by a CMDB as its source of truth for services and assets that support those services. This company is positioned as a Challenger moving toward becoming a Leader in the Maturity/Feature Play quadrant of the Radar chart. Aranda’s positioning on this year’s Radar has shifted from last year’s report due to the change in report methodology that focuses on ITIL 4 certification along with a broader set of functionality. Last year’s Radar relied primarily on ITIL 3 and ITIL 4 certification, which placed Aranda heavily toward platform representation of ITIL certification. It is classified now as a Feature Play because it is a specialized, regionalized solution with a significant emphasis around cultural and language needs in Latin America. Aranda is a Fast Mover because it actively develops solutions that meet the unique needs of its target market.

Atlassian: Jira Service Management

Solution Overview
Atlassian was founded in 2002 and is headquartered in Sydney, Australia. Its goal is connecting teams across development, services, and business. While Atlassian is well-known for its broader portfolio, the company is beginning to become more visible in ITSM domains and especially those that understand agile ITSM. Jira Service Management (JSM) provides the company’s core ITSM offering. Additional Atlassian Platform products support service management processes as well, though ITIL-aligned functions are delivered via JSM. Relevant offerings for service management include Jira, Jira Product Discovery, and Confluence (bundled as the knowledge management solution within Jira Service Management).

Jira Service Management takes a collaborative approach and has committed to ITIL standardization. Atlassian has invested in ITIL 4 certification through PeopleCert and currently has nine ITIL 4 disciplines certified for Jira Service Management. These certifications cover nine ITSM essentials providing core ITSM functionality. Beyond ITSM essentials, Jira Service Management is certified in the release management discipline within the ITSM infrastructure insight category and several practice areas within the ITSM business value domain, all representing moderate coverage beyond ITSM essentials.

Atlassian brings collaboration expertise to the ITSM buyer. With that, enterprises can establish working relationships with key players that leverage this prior work. The solution includes predefined best practices with ITSM and ESM approaches to service deployment and measurement. Its knowledge management is provided through Atlassian’s Confluence.

Jira Service Management includes a self-service portal, configurable workflows, no-code automation, and a native mobile application. It does not support geography-based asset or service management. However, buyers that are invested in Atlassian’s broader solution offering will appreciate the integration across Jira platform and the ability to connect differing roles through this shared resource.

Atlassian integrates with OpenAI to provide generative AI support within the solution. Additional external capabilities can be integrated using Atlassian’s REST API, which is part of its open platform. Through the platform, users are able to manage services with graphical visibility of processes and details stored in its ITIL 4 standards-based CMDB.

Strengths
Atlassian stands out as the vendor that is looking collectively across development, service, and business groups within enterprises and is being recognized for this distinguishing capability. Jira Service Management brings agile ITSM to the table in the most credible way, as it is the voice of experience now applying it to a new domain. Beyond these key features, Jira Service Management takes a fresh look at connecting knowledge workers with inputs from internal and external stakeholders in a timely manner and at the importance of collaboration tools in delivering service quality and systems in an enterprise.

Challenges
Atlassian is not as well-known as a service management solution, but is building on its recognition with development teams to bring that technology and reputation to ITSM. Additional functionality is needed to robustly compete in the market. This solution takes a lightweight approach to managing services and designing supportive features such as workflow, self-service, and automation. Some businesses will seek more comprehensive built-in features, examples, and templates.

Purchase Considerations
Jira Service Management can be purchased as either an on-premises solution or a SaaS-based solution. The solution takes a named user licensing approach and offers an ELA option. Four tiered options bundle together various capabilities for the buyer.

Atlassian is a good fit for buyers with a need for cross collaboration or those who have experience with other Atlassian solutions to realize the benefits of collaboration and knowledge sharing.

Atlassian holds dominance in technology and telecom provider sectors. The company is a more recent entrant as a provider of an ESM solution. It has an integrated suite of products that it envisions using to connect IT and business teams and design efficient workflow for service delivery. Supported ESM solutions currently include HR, facilities, project management, legal management, contract management, finance management, and customer service management. Atlassian encourages creativity for the application of ESM rather than a prescriptive approach.

Radar Chart Overview
Atlassian is positioned in the Innovation/Feature Play quadrant in response to the company’s unique approach to ITSM. The company is a Challenger and an Outperformer, taking a fresh look at ITSM and how to best leverage talent and technology.

BMC: Helix ITSM

Solution Overview
BMC is a long-standing enterprise management technology vendor headquartered in Houston, Texas, with a worldwide presence. It specializes in enabling digital enterprises with products that provide operations management, service management, automation, workflow orchestration, and more.

The current version of BMC Helix ITSM includes substantial support for ITIL 4 modules, exceeding the table stakes handily. It is certified in all ITSM essentials modules and has support for ITSM infrastructure that is consistent with the company’s roots in operations management. BMC Helix certifications in ITSM infrastructure provide coverage for capacity planning, release management, and proactive infrastructure monitoring. GigaOm anticipates that ITIL 4 certification for ITSM business value will follow, though no disciplines in this category are currently certified.

BMC Helix ITSM is part of a portfolio of products. Its underlying microservices architecture serves as the platform for all BMC Helix offerings. It met key criteria with high scores in self-service, knowledge management, and asset discovery as a result of the solution’s depth and breadth of functionality. BMC Helix leverages asset discovery tools from BMC’s operational capabilities. Workflows necessary for knowledge management integration and self-service are integrated out of the box.

One standout feature found in BMC Helix’s change management presents a novel way of assessing the risk of making a specific change. The assessment uses the known state, the change itself, and past history to reach a risk score, which can, in turn, help admins decide whether and when to go ahead with the change. The integration with DevOps and other change-intensive processes is important in fast-changing environments.

Heuristics, AI, generative AI, and ML are used throughout BMC Helix ITSM. They support BMC Helix’s self-service and knowledge management value by allowing identification and classification of incidents to assess the risk of making changes, and to improve the chatbots with NLP for all agent and user input.

BMC Helix integrates with popular collaboration tools, including Microsoft Teams. The UI is consistent on mobile devices and when using a web browser on a desktop or laptop computer. There appears to be no limit to the number of items that can be added to the UI, which, though relatively easy to use, can become complicated due to BMC’s catalog presentation method when multiple products from BMC are used. This has changed for new customers with the introduction of Digital Workplace Studio in 2021, with its dedicated catalog pages and microsites aligned to personas, job roles, or business units.

Strengths
The entire BMC Helix ITSM suite including ITAM is a well-built ITSM platform with excellent use of AI, NLP, and intelligent heuristics. AI has been put to good use at all levels, and dashboards can be dynamic. Buyers that require customization are able to rely on a data model that enables customization and an upgrade pathway for its on-premises ITSM solution. BMC Helix proactively manages change risk for IT and DevOps by determining impact and criticality. It integrates service and operations management for major incident management and other ServiceOps use cases.

Challenges
As with some other ITSM platforms, increased flexibility provided by BMC Helix does not necessarily lead to ease of use, particularly during the deployment phases. Many modules such as asset discovery are add-on products that are necessary to achieve a comprehensive ITSM solution. As a result, BMC Helix can become a large and sometimes costly solution when multiple modules are needed. Reporting can also be confusing due to the vast amount of information available within the CMDB. BMC has introduced a visual query builder that should help in this regard.

Purchase Considerations
BMC Helix for ITAM is sold primarily as a SaaS-based solution, though the solution can be purchased as an on-premises, containerized deployment as well. The discovery engine is agentless, which simplifies the implementation of the solutions. Buyers should also consider the investment required in processes and best practices as they embark on a purchase of BMC Helix and supporting products.

BMC Helix has use case content developed in a number of market segments including the manufacturing, IT, and energy sectors. The solution enables users to build custom layouts, which facilitates tailoring the solution to a particular use case or customer requirement.

BMC offers an ESM capability to deliver services beyond IT that leverage the ITIL-based ITSM toolset. Examples of enterprise services include HR, facilities, finance, security, customer service, and agile DevOps. The company provides out-of-the-box content for HR, facilities, finance, and security incident handling.

Radar Chart Overview
BMC is positioned as a large enterprise provider with moderate innovation in the Maturity/Platform Play quadrant. The company is a Leader and a Fast Mover that adds features at a steady pace as the market demands. BMC provides a solid solution with little risk for its buyers, having been originally developed several decades ago and updated through ongoing investment in areas such as cloud, AI, ML, and its UI.

Freshworks: Freshservice

Solution Overview
Freshworks was founded in 2010 to challenge the ITSM and ITAM product segments with a more direct approach by delivering its offering as a cloud-based SaaS solution. It was built around the idea that the future will bring the need for a service-first perspective inclusive of ITSM, ITAM, ITOM, and ESM.

Freshservice, Freshworks’ ITSM solution, is certified in 14 ITIL 4 practices by PeopleCert. The largest concentration of certifications is in ITSM essentials, with 8 of the 10 practices certified for Freshservice, leaving only IT asset management and service desk yet to be certified. Freshservice has certified availability management, capacity/performance management, monitoring/event management, release management, and service validation in the area of ITSM infrastructure insight. The company has not addressed ITIL 4 for ITSM business value disciplines, perhaps due to the company’s focus on the SMB market.

Freshservice has a modern, intuitive interface for its ITSM solution with the process ability to manage problems, incidents, service requests, change, and release management. Knowledge management is also hosted in the cloud and users are able to add solution articles to the database. In keeping with the solution’s intuitive approach, the company has employed a gamification approach to improve service technician engagement. Freshservice provides an omnichannel capability to serve users in the way they traditionally work, be it email, MS Teams, Slack, or other channels to reach the service desk. Workflow automation can be achieved with a no-code solution.

Freshservice incorporates AI capabilities in its solution with a functionality called Freddy AI, which has been in use since 2018. It provides domain-specific context, generative AI capabilities, and the ability to interact with IT and non-IT domains. Generative AI supports chatbot conversational mode within its omnichannel messaging environment. Freshservice provides a consolidated platform with no-code workflow automation. Freshworks believes that there will be integration with AI for generating key insights from a multisourced CMDB. This includes identifying potential duplicates and optimizing workloads for cost efficiency. One example is detecting usage patterns in a large AWS server and recommending adjustments, such as upgrading to a larger instance size.

Strengths
Freshservice can handle small to large environments and can transmit service details over low-bandwidth networks. Its UI is up to date and intuitively geared toward smaller organizations. It is one of only two ITSM solutions that incorporate gamification into their UIs. The architecture has multitenant capabilities that were built into the SaaS solution from the ground up. The security model delivered with Freshworks ITSM scored high, providing a multidimensional model of security architecture that includes encryption, perimeter security, and a virtual private cloud. Freshservice has the ability to track remote workers and their devices and ownership using the CMDB and configuration item (CI) definitions, along with the services that are provided to that user, thus reflecting an understanding of location-based service delivery.

Challenges
Freshservice offers knowledge management capabilities; however, only limited automation and AI capabilities are available to streamline managing the KM life cycle. Since the solution is designed around ease of use and simplicity, Freshworks has a limited partner ecosystem that may be an inhibitor for some customers. There is room for growth in using AI to understand the connections between tickets and the connection of assets to services.

Purchase Considerations
The company targets SMB companies seeking an easy-to-use platform with low overhead, and it has an install base of more than 25,000.

Freshservice is offered only on a SaaS-based, multitenant platform and requires no developer support for its rollout to a customer environment. Data centers are located in the US, European Economic Area (EEA), India, and Australia, with customers having control over which data center serves their organization.

Freshservice licenses its product by named users and provides four pricing tiers linked to feature sets. These include AI agent assist, virtual agent, analytics, and a separate business agent license for ESM.

Freshservice is designed to be used by companies in many different vertical markets and does not serve any particular use case. It is a flexible solution and relies on the CMDB to support its ability to handle varying environments.

The company supports ESM with use case examples in HR, facilities, project management, legal management, contract management, finance management, and other corporate domains.

Radar Chart Overview
Freshworks is positioned in the Innovation/Feature Play quadrant of the Radar. Due to the company’s unique approach to employing AI and the multisourced CMDB across the areas of ITSM and ITAM, Freshworks is classified as an Outperformer and a Challenger, and GigaOm anticipates Freshworks’ pace of innovation will continue into the future.

Halo: HaloITSM

Solution Overview
Founded in 1994, Halo Service Solutions is a private company based in the UK. The company operates in the US, United Arab Emirates, Australia, and the UK. HaloITSM is available to and geared toward all company sizes. Halo works closely in partnership with its customers.

HaloITSM is an integrated solution sold at a single licensing rate. The company aims to speed time to deployment and provides templates, workflows, and processes that can be configured and tailored by the customers.

HaloITSM is certified in 11 ITIL 4 disciplines by PeopleCert. This represents an investment in ITIL 4 best practices and is primarily focused on ITSM essentials, an approach that aligns with the company’s interest in streamlining basic ITSM practices. Within ITSM essentials, only asset management and service desk are not certified, leaving the remaining 8 disciplines completely compliant. Release management is the only certification within ITSM infrastructure insight, and limited certification is available in the category of ITSM business value. That said, buyers will be well served to support ITIL-based core ITSM functionality within their organizations.

The solution includes a basic self-service portal that can allow users to submit their own service requests. It includes limited automated workflows that address password reset and access to the solution’s knowledge base for resourceful users to identify potential solutions. The knowledge management functionality includes permissions based on user ID.

HaloITSM relies heavily on integrations with third-party, best-in-class solutions. The product does not include its own IT asset management solution. Instead, it has integrations with several external platforms including Solarwinds and Kaseya. For departmental or customer SLA contracts, HaloITSM integrates with the Act and Salesforce customer relationship management (CRM) systems. Change management functionality can be added through Jira, and identity management and SSO with either Centrify or Okta. Similarly, HaloITSM leverages several platforms for remote control, including LogMeIn Rescue and Beyond Trust. Remote control is handled separately.

Strengths
HaloITSM is both flexible and configurable, with an emphasis on ease of use for core ITSM functionality. This allows it to reach the broadest range of potential users possible by providing ITSM essentials ITIL 4 certification in this area. The solution is highly customizable, with all standard settings and samples configurable by users, and provides a graphical interface for customization and cloning with the intent of expanded use. Tickets, custom field additions, and processes are efficient for customers and adapt as organizational changes occur. Halo received high marks for HaloITSM’s use of generative AI support through integrations with OpenAI and Azure OpenAI Service.

Challenges
HaloITSM relies heavily on third-party solutions for closely aligned ITSM functionality including SLAs, asset management, and security. This provides high-quality external support for these disciplines but adds the complexity and costs related to managing a multivendor environment. Other challenges include complexity in confirming and testing changes made, due to a steep learning curve for customization.

Purchase Considerations
Halo has the strongest presence in Europe and North America. However, it also has a footprint in other parts of the world.

HaloITSM can be purchased as an on-premises solution or hosted as a SaaS option. The company licenses its product by named and concurrent users. The core product has a single tier or license for ITSM with add-on functionality due to its third-party integration strategy.

The HaloITSM solution is generally applicable across vertical market segments, though it can be found mostly in healthcare, technology, financial services, and telecom. ESM is supported by HaloITSM in a number of different applications that are customizable by the user.

Radar Chart Overview
Halo is positioned in the Maturity/Feature Play quadrant of the Radar. The company leverages existing products with integrations that complement its feature set. It comes to market to provide a straightforward ITSM solution that is highly customized and takes advantage of best-in-class solutions. The solution didn’t score highly in the decision criteria we evaluated and is positioned in the Entrant ring.

IFS assyst: IFS assyst ITSM

Solution Overview
Founded in 1983, IFS remains a privately held company based in Linköping, Sweden. The company operates globally with a strong presence in North America and Europe. IFS assyst was acquired from well-established solution provider Axios Systems (f. 1983) in 2021, and now is bundled with supporting applications including asset and endpoint management.

Buyers should rest assured that IFS is committed to ITIL 4 best practice certification. The company is certified in 22 ITIL 4 practices across ITSM essentials, ITSM infrastructure, and ITSM business value. The company’s strongest certification is in ITSM essentials, covering all 10 disciplines. GigaOm expects IFS will continue its efforts to support customers committed to ITIL best practices.

IFS assyst is a holistic service management solution, combining ITSM, ITOM, and ESM into a single solution. It incorporates a self-service portal, an automated workflow engine, and knowledge management, all of which leverage basic AI technology at this time with plans for expanded use. Other features include broad functionality inclusive of ITSM, ESM, ITOM, ITAM, service request catalog, SLA management, reporting, and Smart assyst through the solution’s chatbot.

IFS assyst brings its users an omnichannel self-service portal with flexible messaging options. Through this portal, users can log trouble tickets, research solutions with the knowledge management capabilities, check status, and view available IT and ESM services. Some messaging channels include a virtual agent that provides conversational AI, live chat, MS Teams collaboration, and mobile app communication. The IFS assyst knowledge management solution currently employs a Lucene search engine to perform global search capabilities. It is built upon knowledge-centered support (KCS) best practices. The knowledge management solution does not currently use AI or ML, though it is planned for the future.

IFS assyst maintains a secure environment for ITSM. SAML authentication is available and can be operated as a SSO secure environment. IFS assyst uses authentication through a SAML mechanism to manage identity using the customer’s existing Active Directory environment. Role-based security is also available. All account control remains with the customer.

Workflow development and execution is handled through a component called the process designer. With this tool, ITSM and ESM workflows can be developed, automated, and executed to handle event-driven scenarios that arise in the environment. Orchestration is available to drive, control, and automate all processes as well as to drive actions outside of the system using IFS assyst’s API. Process development using the assyst process designer can be used to address any service management function.

Strengths
IFS assyst has shown one of the strongest levels of commitment to supporting ITIL 4 certification and was founded initially around best practices supported in earlier revisions of the solution. It has closely linked ITSM, ESM, and ERP integrative functionality to align corporate business processes with services from IT teams and enterprise wide. IFS assyst is the only vendor currently linking closely to ERP outside of custom integrations and, as a result, scored high in business process integration for ITSM. Finally, the solution has many out-of-the-box templates provided to speed the deployment process in the areas of workflow templates, ESM use case examples, and self-service configuration.

Challenges
IFS assyst’s UI is in need of updating and can impact the user experience. For users requiring a special look and feel, tuning and customization will be required and will necessarily increase the deployment expense of IFS assyst. Lastly, OpenTelemetry is not supported within IFS assyst at the present time despite the solution’s close alignment with ITOM.

Purchase Considerations
IFS targets the midsize business market and large enterprise environments. IFS assyst can be licensed and installed on-premises or in the cloud as a SaaS solution. Named, concurrent user, and enterprise-wide licensing are all available. For the benefit of the buyer, IFS bundles ITSM, ITOM, and ESM together as a single package.

IFS uses Microsoft Azure as its hosting partner. It provides two major releases each year at roughly six-month intervals. In addition, minor releases or interim upgrades are provided every nine weeks.

IFS has a strong presence in government agencies. In addition, IFS assyst demonstrates capabilities in HR and facilities. It has a presence in manufacturing, utilities, and aerospace and defense (A&D) vertical segments, though it applies across other industry sectors as well.

The company delivers ESM as well as ITSM. ESM can be applied to HR, facilities, procurement, finance, logistics, and other corporate functions through customization.

Radar Chart Overview
IFS assyst is positioned in the Maturity/Platform Play quadrant of the Radar. With the solution having originated in 1983, its feature set and stability are strong. Due to IFS assyst’s robust commitment to ITIL 4 and steady advancement of contemporary ITSM features, IFS assyst is classified as a Fast Mover and Leader, indicating steady investment.

InvGate: Service Desk

Solution Overview
Founded in 2008 and based in Argentina, InvGate is a regionally focused company primarily serving Latin America and the US. The company has a local presence in the US, Canada, Mexico, Chile, Colombia, and Spain, and it works with partners in other regions. It targets organizations of over 1,000 employees with its ITSM offering. InvGate’s strategy is aimed at creating solutions that help companies modernize their operations quickly and efficiently.

InvGate met table stakes for ITIL 4 certification at the minimum level of five best practices within ITSM essentials: incident management, service request management, problem management, change enablement, and knowledge management. While the company’s ITIL 4 commitment is limited in scope, the solution will meet the needs of ITIL 4 organizations focused on basic ITSM functionality.

The InvGate Service Desk is a complete ITSM solution with base-level support for ITIL 4 best practices. The company’s portfolio includes two solutions that can operate independently or together for a more comprehensive solution: InvGate Service Desk and InvGate Insight. Many of its customers use both products in tandem, and both are no-code solutions that ease the customization process. Service Desk uses a card-style UI to navigate work, along with agent productivity features, including time tracking and gamification. AI within the solution is based on a proprietary service that leverages Azure OpenAI, Google VertexAI, Llama3, and other AI models, including custom models.

The self-service portal and Virtual Agent in MS Teams offer users a means to interact with the knowledge base and support team. Using the portal, users can create tickets, review status, access the knowledge base, and identify the technician that has been assigned to address the user’s issue. The knowledge base will contain IT and non-IT information such as password resets, VPN connections, or any other issues that have arisen and been resolved within the system across the enterprise.

InvGate Service Desk incorporates a workflow builder that is flexible and requires no coding to employ. The product’s workflow tool has the ability to collect information via forms from users to make decisions. Additionally, approval can be required at one or more stages along the workflow process. Actionable, multiple-option conditionals and approval steps can be defined using the workflow task notes and may or may not include time restrictions on their performance. The workflow builder incorporates a graphical builder to visualize complex procedures. It also can be used to track progress along the way. Integrations are available with a range of external solutions including identity and access management, collaboration, ITAM, and systems supporting ESM.

Strengths
The InvGate Service Desk solution is intuitive and easy to understand. Buyers will find it simple to use and learn while meeting ITIL 4 standard core requirements. The solution has a modern, updated UI throughout the system. Its knowledge management scored high due to its use of AI. While it requires additional module purchases, InvGate is a complete ITSM platform that incorporates asset, change, and configuration management. This solution is one of a small number of ITSM solutions that have incorporated gamification to support the product’s usability.

Challenges
While InvGate offers an omnichannel approach to creating tickets, that does not include social media, and it has some challenges with email server registration. There are also limitations on customization, such as reordering content on the self-service portal. Similarly, there are some functional limits in workflow development.

Purchase Considerations
InvGate was founded in Latin America and has a presence in North America and South America, where the company offers first-party support. It also has commercial teams in Europe and works with a network of partners to provide global reach. The solution can be hosted as a SaaS deployment, purchased as an on-premises solution, or a hybrid deployment. In the case of cloud, InvGate offers hosting in different regions and dedicated servers at an additional cost.

InvGate uses both named and concurrent licensing models. Pricing tiers address varying product feature sets. Roles such as collaborators, approvers, and end users do not require a license.

InvGate can be seen most often in the manufacturing, retail, banking, and healthcare vertical market segments, yet it has applicability across all vertical markets. InvGate supports ESM and has kept a broader perspective on services outside of IT since the product was launched. Many corporate functions can be onboarded and then managed using InvGate Service Desk. Some of these include HR, facilities, security operations, legal management, customer service management, and field service management, and there are customer use cases to support this functionality.

Radar Chart Overview
InvGate ServiceDesk is positioned in the Maturity/Feature Play quadrant of the Radar. It is classified as a Fast Mover because GigaOm anticipates the company will continue a moderate rate of enhancement of its solution. It didn’t score as well in the decision criteria we evaluated and is positioned in the Entrant ring.

Ivanti: Ivanti ITSM

Solution Overview
Headquartered in the US with worldwide offices, Ivanti was founded in 2017 by the combination of LANDESK, known for systems management, and HEAT Software, a widely deployed ITSM solution. Leveraging this foundation, Ivanti has continued to add breadth and depth to ITSM and ITAM, as well as security and device management, through its acquisitions of RiskSense, Cherwell Software, MobileIron, and Pulse Secure.

Ivanti is most invested in ITIL 4 certification for ITSM essentials, having certified eight of the modules within this category. Beyond ITSM essentials, Ivanti has certification for ITSM infrastructure insight with certification for availability management, monitoring/event management, and service validation testing; ITSM business value currently has certification only for service financial management and portfolio management. GigaOm expects Ivanti to continue its alignment with Pink Elephant.

Ivanti scored exceptionally well in self-service due to its prebuilt self-service portal paired with an intuitive drag-and-drop interface. Its asset discovery tools also scored well, bringing asset, infrastructure, and graphical service mapping features to the ITSM domain. Auto-discovery is available and the CMDB can be used as the system of record. The ability to adjust the portal’s look and feel to reflect customer needs, limit information, and tailor to location adds to its ease of use.

Ivanti Neurons for ITSM leverages Azure OpenAI services for its generative AI capabilities. As such, automation and AI permeate many aspects of the Ivanti solution. For instance, Ivanti Neurons is described as a hyperautomation platform that can self-heal, self-secure, and provide self-service from the cloud to the edge of an enterprise network. Ivanti supplies self-healing automation bots to monitor, maintain, and service the end-user IT environments where its agent can be deployed. These bots identify issues, ask questions, create tickets, automate tasks, and remediate issues preemptively. The bot automation engine uses a codeless workflow interface to modify existing assistant workflows (for security and compliance, user productivity, business continuity, and resource optimization) or to create new workflows. GenAI capabilities are used within knowledge article creation, incident summarization, and other solution areas.

Strengths
Ivanti scored high in the areas of automation, AI, and security for good reason. Ivanti offers self-healing capabilities that restore settings that may otherwise cause widespread outages and result in a multitude of problems and incidents. This self-healing functionality relies on automation capabilities and Ivanti Neurons. The solution also brings its customers robust security capabilities and, due to its LANDESK roots, asset discovery and related systems management support for ITSM. Finally, Ivanti’s strategy is forward-looking in that it combines extensive digital employee experience (DEX) insights and IT security workflows with its ITSM and ITAM capabilities. This approach provides an up-to-date perspective for all services across an enterprise.

Challenges
Ivanti Neurons are used across multiple solutions including the vendor’s ITSM and ITAM offerings. While they provide additional functionality, they also represent a place where additional planning is needed to adequately take advantage of this functionality, perhaps through the use of professional services with additional cost. Another challenge with Ivanti Neurons for ITSM is that not all products have been integrated into a seamless user experience across the platform, although the company’s roadmap indicates its plans to bring more consistency in the future as Ivanti integrates its acquisition portfolio and roadmap.

Purchase Considerations
Ivanti offers native SaaS deployment on Microsoft Azure, except for its FedRAMP offering, which is hosted on Amazon Web Services (AWS). The SaaS offering is fully multitenant and provides testing, staging, and production environments. Ivanti is primarily sold as a SaaS-based solution, and while the company offers an on-premises option, it has more limited functionality and constraints than the SaaS-based license model. Bundling is available.

Ivanti has a large solution ecosystem with a number of IT modules, including security, zero-trust access, patch management, and risk-based vulnerability management. Support for healthcare, human resources, facilities, ITSM, and asset management makes Ivanti a compelling vendor for single-sourcing a number of services.

Ivanti is a broad solution with functionality that includes security, zero-trust access, patch management, and risk-based vulnerability management. It can be applied in verticals broadly and has use cases that demonstrate success in healthcare, education, and financial services. Geographically, Ivanti has a presence in North American and European markets.

ESM capabilities are available for non-IT services. Proven extensions include HR, facilities, project management, security operations, and finance management.

Radar Chart Overview
Ivanti is located in the Innovation/Feature Play quadrant of the Radar and is an Outperformer due to many forward-looking aspects of its feature set and plans for the future. It’s a strong Challenger because of its high scores across the decision criteria we evaluated. Part of this positioning is due to the company’s incorporation of AI into its solutions over the last three years and integration of solutions into the larger platform.

Matrix42: ITSM & ESM

Solution Overview
Matrix42 was founded in 1992 and is based in Germany. The company offers an integrated ITSM and ITAM solution to a large, diverse group of SMBs and large enterprises in Europe (primarily Germany) and North America. In 2021, Matrix42 received private investment from Corten Capital to sustain its growth and innovation. Its investment is geared toward increased innovation and expanded geographic reach. Since this time, Matrix42 has strengthened its expertise in service management, SaaS, and AI and expanded its European footprint with the acquisition of the Finnish company Efecte.

Matrix42 has made substantial progress toward meeting the ITIL 4 needs of its customers. With 11 modules certified, Matrix42 supports the vast majority of ITSM essentials, with only service desk and service-level management remaining. Its investment in supporting ITSM infrastructure is approaching 50% completion. GigaOm expects that Matrix42 will continue the process to certify ITSM business value functionality.

As a mature solution, Matrix42 scored high on all key criteria. It uses a single pane of glass to manage all aspects of service management. The solution provides a self-service portal featuring configuration-driven integration with its knowledge base. Automation is in place to help service desk analysts identify relevant background information that supports problem resolution. Knowledge management articles themselves represent a growth area for Matrix42, as they are manually created at this time. One beneficial feature of Matrix42’s self-service portal is its complete mapping of the service provisioning process. This is because it also automatically initiates service provisioning drawing from directory services and/or software distribution applications and leverages the use of CIs in the CMDB.

SSO is included. Better-than-average features include AI/ML integration, ease of use, and the manageability of the SaaS offering. Professional services are available for customers requiring assistance. Matrix42 addresses atypical use cases through customization, ensuring it can meet customer needs for innovation through customization of integrations with the solution and the ability to integrate with best-of-breed solutions. The company guarantees that such customization will follow upgrades to core product revisions over time. These customizations can be accommodated with low- or no-code solutions and by the customer or through third-party service offerings.

Strengths
Matrix42 has a presence in Germany, France, Italy, and Spain, and with the purchase of Efecte, it will add northern markets such as Finland and Sweden. The product has already moved to ITIL 4, placing it further down the path than many vendors in transitioning to the newer framework. With recent investments, the company has begun innovating to support its digital workspace positioning by building on its established ITSM and asset management technologies. Matrix42 ITSM employs Kubernetes cluster technology as a strategy for scaling, operations, and automated deployment to benefit its platform and its customers. Matrix42 brings together a unique combination of solutions encompassing ITSM, software asset management, the service catalog, and a strength in UEM that informs ITSM.

Challenges
Customers are able to customize their own solutions through settings, configurations, and parameters. Yet, optional professional services are typically used for complex deployments delivered by Matrix42 or one of its partners, which increases the cost of implementation. Matrix42 is working to triage the need for increased SaaS offerings while maintaining an outstanding reputation for on-premises solutions. Customers are seeking more cloud solutions for rolling out enterprise-class tools despite being content with Matrix42’s on-premises offering.

Purchase Considerations
Matrix42 offers on-premises, public cloud, or hybrid deployment. The company also offers company management of the deployment. Language localization is part of the Matrix42 solution, and the company offers 12 languages including German, English, Spanish, French, and Italian. The company’s support and corporate headquarters remain in Germany except where partners are supporting a specific geographical region.

Buyers wanting a tightly integrated ITSM and ITAM solution from a single vendor will be attracted to Matrix42’s approach to pricing, packaging, and integration of these solutions. Likewise, buyers focused on endpoint management and the expertise that comes from beginning with the end device in mind will appreciate Matrix42’s “roll up your sleeves” approach to this ITOps function that supports ITSM.

Matrix42 ESM leverages the ITIL 4 certified value chain and process automation to meet the needs of corporate services outside of ITSM, and it can be used across all industries. It serves as the orchestration layer that helps customers evolve from cost centers to profit centers. Matrix42 uses enterprise queue management to separate data for ESM. The emphasis of this capability is on both security and data separation, where necessary.

Radar Chart Overview
As a provider of a consolidated ITSM and ITAM solution, Matrix42 is positioned in the Maturity/Platform Play quadrant near the Feature Play side of the chart. Matrix42’s investment in ITIL best practices is evident in its connections among service modeling, provisioning, and requirements for ITAM. Matrix42 is a Fast Mover, adopting new technologies at a moderate pace compared to the market.

ManageEngine: Service Desk Plus

Solution Overview
ManageEngine is a division of ZOHO Corp. Founded in 1996 and previously known as AdventNet Inc., ZOHO Corp. is headquartered in the US with offices in North America, Europe, and Asia. ManageEngine provides solutions for service management, asset management, IT operations, and security. The solution provides out-of-the-box templates, automated workflow, no-code customization, and AI capabilities to improve efficiencies.

ManageEngine met table stakes for ITIL 4 certification at the minimum level of five best practices within ITSM essentials. PinkElephant certified ManageEngine IT asset management, change management, incident management, problem management, and request management. This level of certification will meet the needs of ITIL 4 organizations focused on basic ITSM functionality. GigaOm anticipates ManageEngine will continue the certification process through either PinkElephant or PeopleCert in the coming years.

Automated workflow and orchestration capabilities are provided for managing ITSM operations. There are out-of-the-box templates provided as well as development capabilities to design your own. ManageEngine has released what it calls a “single-touch workflow automation,” which is an application-level low-code visual orchestration. This has many applications for the ManageEngine suite and independently for ServiceDesk Plus. The feature can connect and execute operations in third-party cloud and on-premises enterprise solutions.

ServiceDesk Plus uses the AI capabilities of the chatbot Zia for automation in a number of different ways. Zia can help predict categories of tickets, knowledge articles, and priorities. Knowledge management benefits from Zia’s AI model in several ways. It can help to contextualize user requests, search the knowledge base, and provide details to users. External sources can also be searched. ServiceDesk Plus knowledge management adheres to the KCS methodology.

ServiceDesk Plus provides SSO support and can be integrated with Okta, Google, and other sign-on system providers. Role-based access is also moderated for technicians and users across ServiceDesk Plus and AssetExplorer.

Strengths
ServiceDesk Plus employs an omnichannel approach to communications. It natively integrates with collaboration platforms such as Slack, Microsoft Teams, Zoho Cliq, and MS Outlook. ServiceDesk Plus also integrates with pager notification tools. Further, AssetExplorer is able to track assets being used in hybrid work models and corporate assets versus BYOD. For ServiceDesk Plus, this functionality supports ITSM in understanding geographically focused service management within the solution. Other important enterprise management functionality for ITSM is available to ManageEngine users. The integration of these tools, and particularly ITOM functionality, provides early insight for incident and problem resolution and deeper understanding of the infrastructure’s role in service management.

Challenges
ManageEngine ServiceDesk Plus is certified for ITSM in a limited way and is not fully ITIL 4 compliant at this time. Going forward, ManageEngine will need to invest further in the areas of ITSM infrastructure insight and ITSM business value. The solution does not have business process system integrations that fall outside of the ManageEngine portfolio. The solution would benefit from improvements in AI functionality, which is on the company’s roadmap. This gap is currently being filled by native integrations with relevant LLM technologies such as ChatGPT and PlatformAI.

Purchase Considerations
Customers may choose to purchase ManageEngine as an on-premises solution, SaaS-based deployment, or a hybrid combination of licensing models. It also offers a multitenant option for service providers. Subscription and perpetual licenses are available.

The company offers transparent and moderate pricing that is based on the number of nodes (or assets) that are being managed in combination with the number of technicians needing access to the management solution. Another consideration is that the CMDB is part of the enterprise edition of the solution.

ManageEngine isn’t tailored to any particular vertical market segment, referring to its offering as industry agnostic. It covers a range of verticals and uses its configuration and customization capabilities to address the unique needs of any given customer.

ServiceDesk Plus can deliver ESM capabilities as well as ITSM. It does so by deploying multiple service desk instances, each of which can be used to manage a department’s services. This approach allows for segregation of data and security by service desk instance. The company has developed use cases such as HR and hazmat management.

Radar Chart Overview
ManageEngine is positioned as a Challenger in the Maturity/Platform Play quadrant. The company is rated as a Fast Mover because it advances its IT enterprise management suite, including ITSM and ITSM functionality, at pace with the market. GigaOm expects ManageEngine will remain a dominant solution in the mid-market and one considered by enterprises for its telco roots.

OpenText: SMAX

Solution Overview
OpenText is a Canadian software firm with an active acquisition strategy. In 2023, it announced it would acquire Micro Focus, bringing Micro Focus Service Management Automation X (SMAX) into OpenText’s portfolio. SMAX consists of three applications: ITSM, ESM, and ITAM in a single cloud-native solution that offers sophisticated agentless and agent-based discovery and low/no-code configuration.

SMAX is certified by PeopleCert in nine ITIL 4 practices covering the majority of ITSM essentials. However, the solution lacks certification in SLM and service desk at this time, which may challenge customers in those specific areas. OpenText ITSM is also certified in release management within the ITSM infrastructure insight, though it has not yet tackled ITSM business value, leaving room for growth in supporting enterprises that are committed to ITIL 4.

OpenText ITSM offers strong self-service, knowledge management, and asset discovery due to its use of AI, ML, and NLP, and SMAX scored at the top in all three of these areas. The product comes with an out-of-the-box self-service portal, supports the full knowledge management lifecycle, and offers integrated asset discovery. Automation connects the functions of incident management to knowledge management, creating new entries in the knowledge database and using intelligent data operating layer (IDOL) indexes to extend the functionality of NLP.

The use of AI and ML across all functionality is designed to capitalize on automation and efficiency in service desk operations. SMAX provides an intelligent chatbot/virtual agent that end users can interact with to search the knowledge base, submit support and service requests, see news, enter ideas, and respond to other users’ questions. Based on previous responses, SMAX automatically makes assignment recommendations for people or teams.

Business process management and OpenTelemetry are supported through integrations with external solutions. During the fall of 2023, OpenText announced a generative AI virtual assistant for SMAX and a product called IT Operations Aviator, which combines LLM with SMAX service management features through an OpenText Core Content integration that powers chat and workflow rules.

Strengths
OpenText SMAX offers licensing flexibility and provides a variety of deployment models while managing cost. As an innovator, OpenText SMAX has incorporated exceptional use of AI and ML and has a solid foundation in ITIL 4 ITSM essentials. The platform’s UI is consistent across most modules and is easy to use. Customers tend to use the product largely out of the box to speed the implementation process aimed at improving the service experience. The solution has an integral CMDB that is the system of record, using the solution’s universal discovery to aggregate, correlate, and reconcile all assets (hardware and software) and continuous integration data from various sources, which is an essential feed for understanding services and their performance.

Challenges
OpenText is on a moderate trajectory in certifying SMAX for ITIL 4. SMAX does not yet have ITIL 4 certification for SLM or service desk, which might inhibit some customers who prioritize SLAs and complete service quality. OpenText’s Universal Discovery is used to populate the asset inventory, and this is an add-on module that increases the cost of deployment for this solution. However, the Universal CMDB is included at no additional cost and enables the customer to use the solution’s modeling, relationship, and visualization capabilities once populated.

Purchase Considerations
SMAX is available on-premises and as SaaS. Licensing is flexible with perpetual licenses having a right-to-use option. An enterprise license agreement applies when SMAX is deployed on-premises, and it provides flexibility within a defined time span (typically three years). Another option, SaaS Flex, lets customers vary deployed capacity from month to month while paying only for the average deployed quantity.

Universal Discovery (UD), which provides asset data for the AMX, is an add-on product. It is highly scalable and has been field-proven to scale with OpenText’s CMDB to 400 million configuration items. The solution is natively multitenant and is suitable for service providers.

OpenText SMAX can be used across all industries; however, it has a strong customer base in financial services and manufacturing. It is strongest in North American and European markets. SMAX supports ESM and offers non-IT workflows in HR, facilities management, and security operations.

Radar Chart Overview
OpenText is positioned in the Innovation/Platform Play quadrant due to its active R&D investment and acquisition strategy. The company is a strong Challenger moving toward the Leaders circle. It is an Outperformer due to a number of factors, including advanced technologies such as AI and NLP and a growth mindset for its entire portfolio. For SMAX, this includes additional integration of SMAX with OpenText’s portfolio and especially its content management solutions.

Proactivanet: Proactivanet ITSM

Solution Overview
Founded in 1998 in Spain, Proactivanet now has offices around the world and specializes in localization of multiple languages, with Spanish currently being top priority in countries such as Spain, Mexico, Colombia, Chile, and Peru. The company’s ITSM offering consists of various modules for discovering and managing IT assets and services using its ITAM and ITSM capabilities.

Proactivanet is aggressively moving toward complete ITIL 4 certification and is certified in 15 ITIL 4 disciplines through PeopleCert, similar to its approach in fully supporting ITIL 3. Buyers will appreciate the effort in moving to support ITIL 4. Although this work is through PeopleCert, Proactivanet also maintains a relationship with PinkVERIFY and has additional certifications for ITIL 4, including infrastructure and platform management, which is additive to the PeopleCert certifications. The company intends to continue this process until it is fully certified.

The solution uses its self-service web portal to provide functionality for self-service and knowledge management connections. Both were rated moderately high due to the integrated functionality between the two features. Searches for knowledge articles are available at various points when creating incidents and requests.

Beyond ITSM and ITAM, the only third-party integrations needed are availability and capacity management infrastructure monitoring tools, as all the other practices are supported natively. These third-party integrations include Zabbix, which provides infrastructure monitoring for event, capability, and availability management; 3CX for business communications (video conferencing, chat, VoIP); Microsoft Power BI in addition to native dashboards for expanded capabilities; and Workspace ONE unified endpoint management, which expands Proactivanet’s device management capabilities. ITSM monitoring and event management (EV/MEM) are handled through such a connector.

The incident management module takes an end-user perspective and provides a solid rich-text editor to give end users more control of their content. Forms and dashboards can be modified in a no-code environment, and business rules are used for escalation and to suggest service groups. The solution uses an omnichannel communication approach through chatbot capabilities over several channels including self-service, MS Teams, WhatsApp, and Telegram.

Strengths
Proactivanet is a mature solution with a focus on serving localization needs in the ITAM and ITSM markets, along with strong support for ITIL 4 best practices impacting both domains. Due to the solution’s monitoring focus, there is telemetry available to evaluate service-impacting asset vendor performance and to aggregate data across devices as needed. Proactivanet scored well with its security provisions by providing SSO and authentication using Active Directory credentials. It also allows your users and technicians to authenticate through SAML-based identity providers (like Azure Active Directory, Google Workspace, and Salesforce). It stands out from other solution providers with its certification program called Proactivanet Maturity Model (PMM) within the toolset.

Challenges
Some ITSM infrastructure capabilities are handled through integration with third-party solutions such as availability and capacity management. Some languages require configuration parameters to employ, though not through a third-party solution. Proactivanet is working to improve out-of-the-box integration with third-party automation platforms and to improve and expand its use of AI/ML. For now, the solution uses ML and AI models to predict IT asset faults and their resolution and for predicting chatbot responses.

Purchase Considerations
Proactivanet provides a number of licensing options, including purchased licenses and software subscriptions for on-premises usage and licenses for its SaaS offering. The solution offers both concurrent and named licensing models and can be installed using customer infrastructure (on-premises or customer cloud). Most often, Proactivanet is deployed using a SaaS-based model on AWS infrastructure. Small to large environments are all supported by Proactivanet, and its solution can transmit asset details over low bandwidth networks.

Customers are locally supported in Europe and Latin America, and all aspects of the product delivery (documentation, support, online training, and professional services) can be offered in native Spanish.

Proactivanet offers solution customization to comply with certain customer requirements. For example, Service Management and Control was customized for NATO’s Federated Mission Networks.

Proactivanet is not intended for use in any particular vertical markets and can be broadly applied. It can be tailored to meet the needs of any particular business category. That said, Proactivanet does have a notable presence in the military, defense, banking, and assurance sectors.

ESM is available with Proactivanet and has been applied to other non-IT functions including HR, facility management, maintenance area, administration area, and finance. Configuration, visibility, and access management are all separated within Proactivanet to enable independent service catalogs, workflow definition, custom SLAs, OLAs, UCs, and unique staff assignments for the department.

Radar Chart Overview
Proactivanet is positioned in the Maturity/Feature Play quadrant. It integrates ITSM and ITAM seamlessly, most commonly serves the needs of mid-market buyers, and is especially attractive to those in Spain or Latin American countries. Proactivanet’s positioning on this year’s Radar has shifted slightly from last year’s report due to the change in report methodology that focuses on ITIL 4 certification along with a broader set of functionality. The reliance of last year’s Radar primarily on ITIL 3 and ITIL 4 certification placed Proactivanet more heavily toward a Platform Play for ITIL certification, but this year’s methodology is inclusive of many additional features. Proactivanet is a Fast Mover and a Challenger.

Serviceaide: Serviceaide ITSM

Solution Overview
Serviceaide, a privately held company, was founded in 2016 and is headquartered in San Jose, California. A total of six products make up the Serviceaide portfolio. ChangeGear is its ITSM product. The Luma AI Suite includes the Luma Virtual Agent (VA) and Luma Knowledge products. Asset discovery and automation and orchestration are also part of the solution.

ChangeGear has broad certification across ITSM essentials for ITIL 4, in which the company has proceeded to certify eight ITSM essential modules by SerView. While the company does have additional ITIL 4 certification on its roadmap for 2025, its current certification is limited in both ITSM infrastructure and ITSM business value with one discipline certified in each.

Luma VA is an intelligent agent that contributes to self-service by handling typical Tier 1 support duties and helps end users access organizational knowledge and automated services. It uses AI, NLP, and ML to understand user intent and then decides how to fulfill their needs in the most appropriate way. Luma VA has an open architecture that works with the major collaboration channels, such as Microsoft Teams and WhatsApp, and with most major ITSM vendors and numerous vertical solutions, such as SAP and Workday.

Luma Knowledge integrates with systems and applications to give users access to enterprise knowledge. It uses NLP and ML to correlate federated information, pulling information from practically any source and processing it for understanding.

ChangeGear employs an AI-driven approach to help with decision-making, using ML to provide historical data to make recommendations and predictions. It can automate tasks and route them to respective teams or individuals based on the configuration. Tasks and processes can also be triggered using ChangeGear business process automation (BPA), and ChangeGear can orchestrate tasks in sequence or assign them based on previous conditions. ChangeGear includes the Serviceaide automation orchestrator as part of the Service Desk and Service Manager solutions to define, manage, and execute enterprise business processes. OpenTelemetry continues to be a growth area for Serviceaide.

Strengths
Serviceaide is focused on the front end of ITSM, working to align user needs and experience with technology. Customer service is a consideration of all functionality, and the solution has a strong AI and business process management focus along with an excellent professional services practice to support implementation and training. The company also scored well on geography-aware service management. Geo-locations have recently been added to Luma Mobile, making the solution fully location-aware, and are part of ChangeGear’s customer service mobile application. This solution embeds interactive Google Maps, which are useful for ITSM and ITAM. Serviceaide also scored well with regard to business process integration, for which it employs a standards-based BPMN automation tool that is supportive of its ESM capabilities.

Challenges
Serviceaide has been committed to ITIL best practices and certified ChangeGear extensively across most ITIL 3 modules. However, it has not yet been certified extensively in the areas of ITSM infrastructure or ITSM business value for ITIL 4. GigaOm anticipates further investment albeit at a moderate pace. The company has acknowledged that it has limited market awareness and is in need of investment to support better name recognition as well as appreciation for its unique capabilities within ChangeGear.

Purchase Considerations
A free site license covers end users—requesters—who do not count toward the number of named or concurrent seats. Licensing has named, concurrent sales models for administrators and support analysts. Deployment models exist for on-premises, hybrid, and SaaS options.

ChangeGear pricing is based on the number of analyst users actively managing requests and asset tasks, and it takes into account the number of managed assets for the asset management module. To accomplish this, the solution comes with built-in AI, including a virtual agent and knowledge components. Since this report was developed, Serviceaide has introduced a new version that includes additional AI and GenAI functionality.

The company stands out with its focus on vertical market segments that include energy, healthcare, government, financial services, and education. It can be customized to meet the needs of any particular business case. One unique qualification of Serviceaide ChangeGear has been its use in highly regulated settings including government, clean rooms, FDA-regulated industries, and power production falling under NERC Critical Infrastructure Protection (NERC CIP) authority.

There is a long list of non-IT services actively being managed by Serviceaide and related services with thousands of ESM workflows to support departments and services outside of IT.

Radar Chart Overview
Serviceaide is positioned in the Innovation/Feature Play quadrant. It is well established as an innovative solution and one that targets a specific feature set, although it’s growing for ITSM. Serviceaide’s positioning on this year’s Radar has shifted slightly from last year’s report due to the change in report methodology that focuses on ITIL 4 certification along with a broader set of functionality. The reliance of last year’s Radar on ITIL 3 and ITIL 4 certification placed Serviceaide more as a Platform Play for ITIL certification, but the new methodology adds many more features while still including ITIL 4 as the core metric. The vendor takes a service-first approach to ITSM. It’s categorized as a Fast Mover and Challenger, moving toward new approaches with a tightly integrated ITSM and ITAM solution.

ServiceNow: ServiceNow ITSM

Solution Overview
ServiceNow is headquartered in Santa Clara, California, with offices around the world. It is the leading ITSM provider in terms of revenue, number of partners, and total users. Founded in 2004 as an ITSM disruptor at that time, the company has grown and evolved to lead the market segment with a broad solution set to meet large enterprise needs.

ServiceNow is a frontrunner in supporting client transitions to ITIL 4 with 19 PinkVERIFY ITIL 4 practices. Certified practices completely cover ITSM essentials, nearly all practices in ITSM infrastructure, and many within ITSM business value. The company has not yet moved forward to certify its ITSM solution by PeopleCert.

ServiceNow easily met the table stakes requirements. Self-service, knowledge management, and asset discovery are mature functions within the ServiceNow platform, giving it the strongest rankings for each category. These capabilities are supported by robust discovery and CMDB functionality that supports customers in identifying applications and devices within the network, both top-down and horizontally. This collective functionality serves large departmental and enterprise-level environments with complex infrastructure by automating the service management process at all levels.

Automation, AI, ML, and NLP are all part of ServiceNow’s platform and an area of ongoing investment. The solution’s UI, though it sometimes requires the manual entry of commands, is consistent. Navigating the UI can be difficult to learn but becomes easier once a user works with a few applications. Administration can be complicated because the common service data model, which serves as the backbone for all applications within ServiceNow, is extensive enough to support all ServiceNow products.

Strengths
ServiceNow is a mature, robust platform with industry-leading deployment at all levels of business. The platform enables robust workflows and an extensive list of additional solutions that can be added. The platform is largely ITIL 4 certified and handled in a proactive, investment-driven manner to serve large clients that are ITIL 4 best-practices driven. As part of the company’s most recent release, ServiceNow advances generative AI usage to improve productivity related to ITSM and its other offerings. ServiceNow ITSM has automation capabilities that reduce the need for manual intervention and helps to streamline ITIL 4 processes. Ticket management, self-service, knowledge management, and resolution can all be automated within ServiceNow. In addition to AI and ITIL certification, the company has also invested heavily in ITIL training for its workforce.

Challenges
Controlling costs can be an issue when adding functionality. The initial learning curve is steep until, with enough use, the product becomes easy to use through familiarity and repetition. An enterprise rollout requires careful planning, training, and communication.

The primary challenge when considering any ServiceNow purchase is the need to understand and control the cost of the purchase due to add-on modules that enhance functionality but also add expense. Additionally, understanding the breadth of the solution during the early learning curve is challenging and steep until the functionality becomes repetitive and routine. A rollout plan that includes training, process definition, and communication is required.

Purchase Considerations
ServiceNow IT Service Management is available in standard, pro, and enterprise packages, each with named users. Additional IT-related solutions are available at additional costs including Strategic Portfolio Management, IT Operations Management, IT Asset Management, Integrated Risk Management, and Security Operations.

ServiceNow is a SaaS offering hosted in a private enterprise cloud, fully owned and operated by ServiceNow. This cloud features a multiple‑instance architecture that delivers logical single tenancy by isolating each customer’s data from all others. This is achieved by using an enterprise‑grade cloud architecture and dedicated database and application services per customer instance, ensuring that there is no possibility of comingling customer data, unlike in a multitenant architecture with a shared database. Self-hosting is available on an exception basis only.

There are two platform updates yearly, and ServiceNow adds features and capabilities frequently. However, upgrades and feature additions may lead to increased costs down the road.

ServiceNow addresses the unique challenges of many vertical market segments with all of its solutions. Of note, the company has targeted solutions for healthcare, manufacturing, education, retail, and financial services. ServiceNow offers ESM capabilities and extensive examples across deployment uses.

Radar Chart Overview
ServiceNow is positioned as a Leader in the Maturity/Platform Play quadrant. The company is a consistent Outperformer, with resources to support its growth and investment in innovation to remain ahead of its competitors. Its Vancouver platform release advanced the company’s generative AI capabilities, which are applicable to ServiceNow ITSM in the areas of workflow development, automation, self-service, and dashboards.

TOPdesk: TOPdesk ITSM

Solution Overview
TOPdesk is a privately held company that was founded in 1997, headquartered in Delft, Netherlands. The company targets midsize enterprises with its fully SaaS-based ITSM solution. It gears its offerings to organizations that perform best with an easy-to-use solution. In doing so, it makes many out-of-the-box templates and workflow configurations available.

TOPdesk is ITIL 4 certified in 15 practice areas according to PeopleCert. The solution has solid coverage within ITSM essentials, lacking only asset management and service desk disciplines. Within the category of ITSM infrastructure, TOPdesk is certified only in event management and monitoring, leaving buyers focused on understanding infrastructure impacts needing to seek this insight outside of the ITSM solution. Finally, TOPdesk has moved forward to certify its offering in a number of ITSM business value practices including service continuity management and workforce and talent management. Overall, TOPdesk is a strong contender for ITIL 4 compliance.

The solution is deployed with support of a consultant who guides the implementation process. Following this effort, the customer assumes responsibility for management. It is a no-code solution that is essentially configurable by the user. A REST API interface is available for any external solution integrations that may be required.

The TOPdesk self-service portal is intuitive and easy to use. It integrates with MS Teams to support self-service and resolution. The company has updated the UX for its modernization efforts. Automation is built into the solution and leverages chatbots to support knowledge management. TOPdesk now incorporates generative AI using EbbotGPT integration. More AI is planned for the future.

Strengths
TOPdesk’s ITSM solution is straightforward and simplistic, enabling customers to get started quickly. The company’s approach is to simplify the process to accommodate customers at varying levels of complexity. In support of this approach, TOPdesk ITSM has incorporated a Kanban board for collaboration across the service and support team, giving the company high scores in this area. Similarly, TOPdesk ITSM offers a basic self-service portal requiring only internal configuration and development in order to effectively deploy self-service capabilities to users. Flexibility and ease of use are measures that characterize the solution’s approach to the market with strong scores.

Challenges
In TOPdesk ITSM, asset details and discovery require the use of an external tool that can only be integrated with both extra effort and investment by the user. There is no apparent understanding of geography-specific ITSM services and supported devices, and the solution scored low in this area. In contrast to some of TOPdesk ITSM’s ease-of-use features, knowledge management articles and documents currently have to be manually entered as appropriate.

Purchase Considerations
TOPdesk can be purchased as an on-premises or a hosted SaaS solution. It is licensed by named users and provides a site license option. TOPdesk has packaging that includes varying features geared to meet specific buyer needs, and is titled essential, engaged, or excellent. This approach allows buyers to start small and expand only when they are ready to do so.

Data centers are located in Australia, Brazil, Canada, the European Union (NL and EU), Norway, the UK, and the US. Where a customer’s data is hosted is entirely up to the customer and its geographical needs. TOPdesk uses subprocessors, or partners, that are certified annually. The location of the data is verifiable through the company’s service portal. Availability of service is guaranteed at 99.9% per year.

TOPdesk’s presence is primarily in Europe with a focus on government and healthcare organizations. TOPdesk supports the deployment of ESM but requires customization of its use. ESM offers the opportunity to standardize similar processes from different areas of an organization and significantly increase service quality in the long term. TOPdesk offers the ideal solution for efficient enterprise service management. Examples of these case studies have included HR, facilities, project management, security operations, legal management, contract management, finance management, customer service management, and field service management.

Radar Chart Overview
TOPdesk is positioned in the Maturity/Feature Play quadrant on the Radar. This solution is meant to be easy to use and provide a range of features that are most needed for ITSM buyers. Complications in deployment are avoided by assigning a consultant to assist with the process. The company is designated as a Challenger and Outperformer as it moves to target a segment of customers within the ITSM market who need a solution that’s simple to use and deploy.

USU: USU ITSM

Solution Overview
USU was founded in 1977 and is headquartered in Möglingen, Germany. The USU Group has more than 1,200 customers, with the majority of its clients in the DACH area (Germany, Austria, Switzerland), although it has a presence in EMEA and a notable number in North America.

The solution has certification in 19 ITIL 4 disciplines and includes optional modules for IT monitoring, IT financial management, and software asset management. All of these are available as separate software products (SKUs). USU is committed to certifying its solution across ITSM essentials, ITSM infrastructure, and ITSM business value and currently covers significant disciplines in all three areas as certified by PeopleCert for ITIL 4.

USU provides all common ITSM modules, thus supporting order and fulfillment management along with reporting for incidents, orders, and services. The knowledge base can display known errors, qualified workarounds, and several other solution articles to assist users via NLP and decision trees. USU Bot Universe is included as a free, open source bot communication protocol that uses JSON to support any type of chatbot, USU’s self-service portal, and its capabilities.

USU’s process management relies on its business process manager, which is also used to provide workflow functionality via a graphical model based on BPMN 2.0. Using this tool, USU is able to develop binding mapping of the organizational structure with any evaluation structures at the same time, including its assets. Dashboards, reports, integrations, and workflows are customized via a low-code development process.

The low-code/no-code capabilities are an appealing feature that can streamline updates and upgrades without impacting existing customizations. USU has robust AI applications including ticket and routing classification, pattern recognition in incidents, proactive problem management, risk analysis in change management, predictive standard changes, incident and change correlation, and smart baselines in AIOps connections. Investment in this area is clear and expanded since the 2023 GigaOm Radar for ITSM.

Out-of-the-box integrations are available for ERP systems such as SAP and Oracle, and for ITSM systems such as BMC and OpenText. There are additional integrations with mail, automation workflow tools, application management tools (such as software distribution and DevOps), USU-owned AI-based software components, Active Directory, and telephone systems. Integrations are robust and largely classified as device-centric inventory and data solutions. Again, USU offers a REST-API interface for expansion purposes.

Strengths
USU has strong SaaS and on-premises offerings for EU and international businesses and provides a low-code environment for workflow development. From a corporate standpoint, USU demonstrates stability as a long-standing, multiple-decade vendor in the ITSM space. The company recently added support for the IT TBM model to show the business value of IT services and offers a standout capability among ITSM solutions. Specifically, TBM defines tools, processes, data, and people necessary to manage the technology business and provides a means to articulate the value to the CXO office. USU extends ITSM functionality to support ESM and provides templates and examples for its client base.

Challenges
As a result of USU’s early entrance into the market, the company has the ongoing need to modernize its solutions in order to keep pace with changing market conditions and norms that shift over time. ITSM supportive functionality, such as IT monitoring and software asset management, require multiple SKUs, adding cost and complexity to the purchasing process. Professional services are necessary for a complete solution.

Purchase Considerations
USU offers both SaaS and on-premises models with a licensing model based on the number of selected modules and the size of the company, and this remains consistent throughout the life of its use. However, USU offers other licensing models on customer request. Maintenance fees apply for on-premises deployments but are included for SaaS. Modules are included and not separately billed, ensuring predictability in pricing for its products.

USU’s presence is most dominant in Germany and in Europe. Roughly 50% of its customer base is found in Germany and 20% in the US. Distribution is shifting as USU becomes more well known in the North American market.

USU has deployments within medium and large enterprise customers. It has support for many verticals and departments through preconfigured tools. USU has a prepackaged ESM solution for HR, facility management, finance, corporate, marketing, legal, and customer experience initiatives. However, it is unclear how USU separates data for different service groups.

Radar Chart Overview
USU is positioned as a Leader in the Maturity/Platform Play quadrant on the Radar. Like many of the ITSM solutions that tightly integrate with ITSM, USU has combined ITSM with acquired technology such as its ITAM solution, which was acquired and integrated many years ago. The company is designated as a Fast Mover that releases enhancements at a moderate pace compared to the market. This year, the company has expanded its AI footprint and added TBM support, effectively picking up the pace of innovation.

6. Analyst’s Outlook

ITSM is a mature market with many solutions, and it is often characterized as a slow-growing domain. Yet, it continues to evolve and align itself with adjacent technology segments such as IT asset management (ITAM), IT operations management (ITOM), security, and IT financial operations (IT FinOps). The ITSM market includes many vendors that have been steadfast in this domain for decades and yet this year brings new vendors into the fold.

Vendor solutions were introduced into this year’s research as a result of efforts to commit to and certify solutions to be ITIL 4 compliant. Those vendors are: 4me, Atlassian, Freshworks, Halo, IFS assyst, InvGate, ManageEngine, and TOPDesk. At the same time, we still see longstanding solution providers including Alemba, Aranda, BMC, Ivanti, Matrix42, OpenText, Proactivanet, Serviceaide, ServiceNow, and USU. The key takeaway is that all vendors, both new to this research and those that have a history of best-practice-driven ITSM, have demonstrated a commitment to ITIL 4 and advancing this market with standards.

GigaOm challenges the notion that ITSM is a mature and static domain. Rather, it suggests that ITSM is the heart and soul of IT services that can demonstrate the business value of IT. When this concept is extended to ESM, the reach of service delivery value extends to every department, agency, and sub-agency that uses a disciplined approach to defining, provisioning, and measuring service delivery for all types of enterprise services.

All users—at every level of staffing and in every type of business—who directly interact with services that are defined and managed around the globe are touched by the success, or lack thereof, of ITSM deployments. Their customers, in turn, are directly impacted by the quality of service they manage. ITSM’s orientation around business processes, workflows, automation, and use of emerging technologies all come together to represent the work of IT in delivering business value. As more ESM services are deployed, it will follow that all business disciplines that are managed to deliver business value will benefit from today’s ITSM and ESM solutions.

Given the number of vendors offering solutions, there is plenty of functionality to serve customers of all sizes and departmental requirements, service providers, and even those that may conform to best practices without pursuing certification. This Radar report focuses on a slice of vendors—those that are committed to ITIL 4 certification and supporting customers who demand it. The pathway for both buyer and vendor may be demonstrated through substantive progress in ITIL 4 framework certification that builds on a history of ITIL 3 certification commitments. To support the efforts involved in demonstrating business value, the solution may begin with ITSM essentials, add ITSM infrastructure insight, and then must ultimately grow to manage and communicate through its ITSM business value. The movement revealed in this report shows the advancement among a large swath of vendors working to meet standards-based service delivery.

Consolidation continued to be a theme, with one vendor receiving investment resources because the funder saw a strong opportunity to expand that vendor’s geographic reach, while another prior acquisition continued to be integrated into the larger solution. Emerging technologies are taking a new turn as they continue to incorporate OpenTelemetry, AI, and business process integration. Added to this mix is an increased inclination of vendors to incorporate agile into ITSM solutions to realize the efficiencies that can be gained through this type of collaborative approach and to align services more closely with development teams. Security will continue to be important for access and delivery of services across geographically dispersed service users.

To be an innovator in a mature market is quite different from being an innovator in an emerging technology space. Best practices like ITIL are crucial for maturing organizations and the vendors that support them, yet these require more evolution in order to add and demonstrate business value. ITSM vendors that lead in emerging technologies are certainly innovators in doing so. The overall ITSM solution may represent tried-and-true technology in support of ITIL best practices, but innovation can be found around the edges. This report captures those edges in which self-service and automation take the lead using ML and AI as ever-increasing numbers of vendors employ AI across knowledge management, ticket resolutions, and self-service to reduce the pressures on technician workload. More predictive problem identification and resolution is anticipated as AI matures and becomes more prevalent.

Growth in the ITSM market space is expected to range from 15% to 20% each year until 2028. Its role in cloud-based deployments is strong and is perhaps giving ITSM a boost, as service quality is so important in cloud-based service deployment. As ESM becomes more commonplace in enterprise ITSM deployments, the technology will manage visible services across the enterprise. Today, many vendors support the use of ITSM for HR, facilities, IT, and MSP environments. Many vendors report and can demonstrate the use of ITSM products for diverse service applications, from manufacturing to healthcare services. GigaOm expects this diversity will grow, and SMB and enterprise buyers will want to choose solutions that address this future growth as well as meet today’s service needs.

Finally, GigaOm expects the ITIL certification landscape to settle out over the next 12 to 24 months. Organizations can continue to invest in training and professional development for their ITSM teams during this timeframe. For those ready to purchase a solution, an effective approach looks at the ITIL 4 practices most important to their organization’s application of ITSM and compares them with research highlighting the vendors that align with those priorities. This will support the development of a short list of solutions for review. This foundation can then be paired with consideration of forward-looking advanced features that are pertinent to the company to fine tune expectations and help to select the right solution.

To learn about related topics in this space, check out the following GigaOm Radar reports:

• GigaOm Radar for IT Service Management (ITSM)
• GigaOm Radar for IT Asset Management
• GigaOm Radar for Cloud FinOps

7. Methodology

*Vendors marked with an asterisk did not participate in our research process for the Radar report, and their capsules and scoring were compiled via desk research.

For more information about our research process for Key Criteria and Radar reports, please visit our Methodology.

8. About Lisa Erickson-Harris

Lisa is an accomplished, results-driven information technology and non-profit strategist with a history of guiding executives in making critical strategic and operational decisions. Her experience is that of a practitioner, strategist, analyst, and writer in the enterprise software industry and as a hands-on executive and consultant for non-profit agencies. Specifics include IT operations, R&D, alliance/partnership development, marketing, and sustainability planning. She is driven by innovation, a global perspective, and the power of strategic partnerships to improve the broader health, social and environmental condition.

9. About GigaOm

GigaOm provides technical, operational, and business advice for IT’s strategic digital enterprise and business initiatives. Enterprise business leaders, CIOs, and technology organizations partner with GigaOm for practical, actionable, strategic, and visionary advice for modernizing and transforming their business. GigaOm’s advice empowers enterprises to successfully compete in an increasingly complicated business atmosphere that requires a solid understanding of constantly changing customer demands.

GigaOm works directly with enterprises both inside and outside of the IT organization to apply proven research and methodologies designed to avoid pitfalls and roadblocks while balancing risk and innovation. Research methodologies include but are not limited to adoption and benchmarking surveys, use cases, interviews, ROI/TCO, market landscapes, strategic trends, and technical benchmarks. Our analysts possess 20+ years of experience advising a spectrum of clients from early adopters to mainstream enterprises.

GigaOm’s perspective is that of the unbiased enterprise practitioner. Through this perspective, GigaOm connects with engaged and loyal subscribers on a deep and meaningful level.

10. Copyright

© Knowingly, Inc. 2024 "GigaOm Radar for IT Service Management (ITSM)" is a trademark of Knowingly, Inc. For permission to reproduce this report, please contact sales@gigaom.com.