Magic Quadrant for IT Service Support Management Tools

BMC Software and ServiceNow are positioned in the Leaders quadrant. Both vendors have executed well, and own 26% and 29%, respectively, of the ITSSM market. Both vendors exhibit the levels of marketing and sales capabilities required to drive market acceptance.

Notable Vendors

Vendors included in this Magic Quadrant Perspective have customers that are successfully using their products and services. Selections are based on analyst opinion and references that validate IT provider claims; however, this is not an exhaustive list or analysis of vendors in this market. Use this perspective as a resource for evaluations, but explore the market further to gauge the ability of each vendor to address your unique business problems and technical concerns. Consider this research as part of your due diligence and in conjunction with discussions with Gartner analysts and other resources.

The notable vendors chosen below were referenced frequently in survey and client inquiry data as offering the most common incumbent products for midmarket organizations.

BMC

BMC offers four ITSSM solutions. One of those products is Remedyforce, which is well-suited for midmarket organizations. Remedyforce is a multitenant SaaS product built on the Salesforce platform, and offers solid ITSSM capabilities at an affordable price point that is well-suited for midmarket organizations.

Dell Kace

Dell Kace provides K1000 Service Desk, a solution that's tightly integrated with IT asset management (ITAM), configuration management, reporting and alerting capabilities. Kace can also integrate to provide endpoint security support, reducing the resources required for managing devices.

Entry Software

Entry Software's TeamHeadquarters is a solution that comes with ITSSM capabilities in both on-premises and SaaS solutions. Its solution module comes complete with core ITIL-based processes, a self-service portal, queue dashboards and asset management. TeamHeadquarters can also integrate with Entry Software's project management solution to create a holistic view of resource utilization.

Heat Software

Heat Software offers an ITSSM product, Heat Service Management, that targets the midmarket to midenterprise. The product is available in both an on-premises and a SaaS-based model off the same codebase. Heat Service Management provides deep ITSSM capabilities, including endpoint operations management capabilities. In addition, Heat Software offers flexible licensing in terms of named and concurrent licensing, providing flexibility for an organization.

ITinvolve

ITinvolve's Service Manager provides a SaaS offering across team workspaces for improved collaboration. The product has ITSSM capabilities with high levels of collaboration, enabling users to leverage individualized visualizations and scenarios to identify and resolve issues. The solution also includes a unified self-service portal for incidents, requests and knowledge management.

ManageEngine

ManageEngine caters to the midmarket with its product, ServiceDesk Plus. The solution is delivered both on-premises and SaaS. It contains integration capabilities to other elements of the ManageEngine portfolio, such as OpManager or Desktop Central.

Samanage

Samanage offers products for ITSSM and IT asset management. Samanage's offering, of the same name, is built to suit midmarket clients. The vendor offers simple pricing with annual subscriptions, and options to subscribe to ITSSM, or to ITSSM integrated with its ITAM offering.

ServiceNow

ServiceNow provides SaaS products for ITSSM. ServiceNow Express targets midmarket clients. The product is a "lite" version of the vendor's full ITSSM suite, and is a good steppingstone for organizations looking to grow into the full suite as they grow or scale.

SunView Software

SunView Software offers ChangeGear, an ITSSM tool, either on-premises or in the cloud. ChangeGear has codeless design and is configurable without technical expertise. It also has flexible licensing at a reasonable price point.

SysAid

SysAid produces SysAid ITSM offered on-premises or as a SaaS model, that focuses on core ITSSM functionality, and targets the midmarket. The product includes a basic benchmarking feature that enables customers to compare several metrics against averages from other SysAid customers. SysAid offers varied subscription options; including a lifetime subscription.

TeamDynamix

TeamDynamix provides cloud-based ITSSM software built for the higher education vertical. Its service management solution offers solid ITSSM and platform capabilities, including a brandable self-service portal and asset and configuration management. Additionally, TeamDynamix seamlessly integrates ITSSM, portfolio, project and resource management into its work management platform.

TOPdesk

TOPdesk produces an ITSSM solution, of the same name, that is available on-premises or as SaaS, and is modular in nature. It offers simple pricing terms based on the number of business users supported.

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IoT and Intel Smart City Ignition City Labs

SMAC
Social, Mobile, Analytics, Cloud
Changing Threat Landscape
Harden, secure, analyze, monitor, manage
Plan, Culture, Architecture
Intel IoT Ignition City Lab just opened in Dubai start-up community



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Dubai Police Smart City Initiatives 2013-2023 - #IDCITFORUM

Col. Khalid Al Razooqi - G. Director of Smart Services
Dubai Police Smart City Initiatives
Smart SoS mobile App
Dubai Police Robot
#IDCITFORUM


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Brocade New IP

industry is validating our conviction, we'd like to weigh in. Here's how we see the New IP:

Open with a purpose—By reducing vendor lock-in, standards-based products enable choice that increases flexibility while reducing cost and complexity. These benefits help accelerate the rate of business innovation. And while we give you the freedom to choose and the flexibility to change, we also make sure that you have the same support and confidence that you've enjoyed from your proprietary closed solutions.

Innovation-centric and software-enabled—The software foundation of the New IP gives you programmatic control over complex tasks, tight integration with business support systems and high-value end user applications, and the freedom to develop strategic techniques for accelerating business growth. It's an inherently agile platform that goes beyond support for today's developments to embrace tomorrow's innovations, while maintaining strict adherence to business and security policies.

Ecosystem-driven—Moving beyond a dependence on single-vendor limitations helps you tap into the vast pool of resources that you need to keep pace with innovation. That opens the door to best-of-breed solutions such as security software that routes network-wide traffic based on a holistic infrastructure view and real-time alerts, rather than inefficiently routing traffic through proprietary hardware. Access to such best-of-breed innovations let you build the network and add the services you want, and move faster and more efficiently than your competitors.

Enabling your-pace-your-way migration—The days of disruptive hardware rip-and-replace are over. The New IP lets you evolve based on your business priorities, whether by overlaying new software services on top of your existing IT infrastructure or evolving to an Ethernet Fabric. That means you can deploy applications as much as 90 percent faster while cutting operational expenses in half. So you take evolutionary steps, and achieve revolutionary results as you modernize your infrastructure, your IT organization, and your business.

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IDC IT Forum 2015

Strategies Ideas Actions

The 3rd Platform Innovation Phase

CX Expectation- Altering innovation 

IT enabled Business Process 

IT enabled Services

Digitally enabled Products

Digital Resister/Explorer/Player/Transformer/Disrupter 

Robots in hospitality industry

Smart Cities

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Gartner Magic Quadrant of BI and Analytics Platforms 2015

SAP, SAS and IBM are meeting most Completeness of Vision requirements and own a large portion of the installed base market share. They are investing aggressively to close gaps and regain momentum and differentiation through a next-generation, smart data discovery experience featuring self-service data preparation and automated pattern detection with natural-language query and generation for smart data discovery. They are also positioning their integration with their enterprise platforms to support governed data discovery as key differentiators. These vendors must translate their vision into renewed market momentum, including outside their installed bases, and improve their customer experience and delivery of business value to remain in the Leaders' quadrant in the future.

• SAS has had better traction, adoption and customer experience than IBM and SAP as a result of its major commitment to SAS Visual Analytics, its data discovery capabilities, as its go-forward BI platform. SAS has leveraged its advanced analytics strengths into compelling differentiators around smart data discovery in Visual Analytics.
• SAP has invested aggressively in Lumira with forward-looking capabilities around smart data discovery leveraging its KXEN acquisition and self-service data preparation. It also has a clearer road map than IBM on how Lumira integrates with the rest of its BI stack (Hana, SAP BusinessObjects).
• IBM has a compelling vision for Watson Analytics — combining self-service data preparation, natural-language query generation and exploration, automatic pattern detection and prediction, and visual storytelling — that will likely drive future market requirements. However, its road map for how this capability will integrate with and breathe momentum back into IBM Cognos is less clear.

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