Vendor Selection Matrix - IT And Enterprise Service ... VSM ITESM DE 2018 EN.pdf · Enterprise...

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Vendor Selection Matrix - IT And Enterprise

Service Management SaaS And Software:

The Top 20 Vendors In Germany 2018

Dr. Thomas Mendel Ph.D.

Managing Director

March 2018


Strategy Execution Total

1 helpLine 4,38 4,41 8,79

2 OMNINET 4,29 4,43 8,71

3 USU 4,21 4,41 8,63

4 Matrix42 4,14 4,35 8,49

5 ServiceNow 4,41 4,01 8,43

6 TOPdesk 4,01 4,28 8,29

7 BMC Software 4,03 4,25 8,28

8 Efecte 4,09 4,13 8,21

9 Axios Systems 4,01 4,16 8,18

10 CA Technologies 3,99 4,16 8,15

11 Ivanti 4,04 4,11 8,15

12 Micro Focus 4,16 3,83 7,99

13 iET Solutions 3,75 4,20 7,95

14 SAP 4,18 3,71 7,89

15 Microsoft 4,05 3,83 7,88

16 IBM 3,85 3,83 7,68

17 Realtech 3,80 3,68 7,48

18 GIS AG 3,33 3,85 7,18

19 Open Source 3,14 4,03 7,16

20 Ultimo 3,13 3,21 6,34

Vendor Selection Matrix – IT And Enterprise Service

Management: Ranking Of Vendors In Germany


The Research In Action GmbH

Vendor Selection Matrix Methodology

Data Summary:

Unique, primarily survey-based methodology for comparative vendor evaluation.

At a minimum, 60% of the evaluation results are based on enterprise buyers’ survey results.

Analyst’s opinion accounts for a maximum of 40% of the evaluation results (not close to 100%

as in most other vendor evaluations).

More than 22.500 data points were collected.

Data was collected in Q4 of 2017 and Q1 of 2018, covering 750 IT buyers (medium and large

enterprises) in a combined telephone and online survey.

The Top 20 vendors of IT and Enterprise Service Management SaaS and Software (selected by

the buyers in the survey) were evaluated.

The evaluation results and forecasts are based on customer and vendor feedback, publicly

available information, triangulation, as well as the analyst’s opinion.




Validity Of Results Outside Of The German Market:

All companies in the survey have more than 1,500 employees AND more than € 250 million in

revenue.

95% of the companies in the survey have foreign distribution partners or subsidiaries.

More than 75% of the companies in the survey are active across the EU.

More than 50% of the companies in the survey act globally.

Research In Action believes that the results from this Vendor Selection Matrix are not only

relevant for the German market itself, but also for companies based in Germany but active

across the globe.


Decision Makers use

a mix of traditional

and online tools

N=931 IT and Business Managers in Enterprises (Companies with more than 10,000 employees only)

What Tools Do You Use To Create The Vendor Longlist?

MQ/VSM

Google

Peers Social Media

Press


Market Overview: Market Definition

IT Service Management (ITSM)1 refers to the entirety of activities – directed by policies, organized and

structured in processes and supporting procedures – that are performed by an organization to plan,

design, deliver, operate and control Information Technology (IT) services offered to customers. It is thus

concerned with the implementation of IT services that meet customers' needs, and it is performed by the

IT service provider through an appropriate mix of people, process and information technology.

The IT Infrastructure Library (ITIL)2 is the de facto standard for IT Service Management process definitions

today.

Enterprise Service Management (ESM)3 is a category of business management software - typically a suite

of integrated applications that a service organization uses to capture, manage, save and analyze data

critical to their service business performance. Enterprise Service Management has grown out of the use of

IT Asset Management for traditionally non-IT assets. Today it is also increasingly used for:

(1) Human resources, (2) Vendor management, (3) Technical services, (4) Field services, (5) Financial

management and (6) Shared services organizations.

1 IT Service Management, see https://en.wikipedia.org/wiki/IT_service_management. 2 IT Infrastructure Library, see http://en.wikipedia.org/wiki/IT_Infrastructure_Library. ITIL is a trade mark of AXELOS Limited. 3 Enterprise Service Management, see https://en.wikipedia.org/wiki/Enterprise_service_management.


$ Billion* 2018 Growth 2017

End-To-End Performance Management 13,60 5,3% 12,91

Change And Configuration Management 9,38 0,9% 9,30

Customer And Vendor Management 3,58 8,5% 3,30

Analytics, Dashboards And Big Data 3,50 11,8% 3,13

Resource And Asset Management 2,40 3,9% 2,31

Enterprise Service Management 1,79 35,6% 1,32

Automation 1,63 25,4% 1,30

Capacity Management 0,76 5,6% 0,72

IT Financial Management 0,51 13,3% 0,45

Total Market 37,15 6,9% 34,74

* Numbers include software licenses, maintenance and SaaS revenue.

IT And Enterprise Service Management SaaS And Software:

Global Market Sizing 2017 And Market Forecast 2018

Total Market 2018

$ B 37,1

Enterprise buyers in the Research In

Action survey predict continuing

robust market growth in 2018.


IT Service Management Maturity S-Curve 2018

Ma

turity

Of IT

Se

rvic

e M

an

ag

em

en

t

Evolution Stage N=2,250 IT Managers in Enterprises

* Categories show adoption rates, ( ) show changes from 2017

Chaotic

9%* (-2%)

Reactive

18% (-3%) Stable

42% (+4%) Proactive

21% (-1%)

Predictive

10% (+2%)

Auto

Discovery

Basic

ITIL

Service

Catalogue

Advanced

CMDB

Service

Desk

BSM

Hybrid

Cloud

Management

IT Financial

Management

Real-Time

Big Data

Billing &

Back

Charging

Basic CMDB

End-To-End

Performance

Management

Service

Broker

Help

Desk

Service

Level

Management

Ad-Hoc

Processes

Asset

Discovery

Basic

SLAs

IT

Asset

Management

Basic

Capacity

Planning

Full

ITIL

Full

Capacity

Management

Business

Process

Mapping Social

IT Business

SLAs Enterprise

Service

Management


Market Overview: Market Trends 2018

What is your number one investment area in the Enterprise And IT Service Management space for 2018?

N=750 IT Managers in German Enterprises


How will ITIL change over the next five years?


• In Germany

90% of

Enterprises use

ITIL actively.

• On average, 7

ITIL processes

are used.

N=750 IT Managers in German Enterprises



Which Enterprise Service Management Process is the most important one for you?

N=1,500 IT Managers in Enterprises worldwide



The German „Mittelstand“ liberates itself. The former market dominance of the “Big Four” vendors (BMC, CA, HP and IBM) is history,

both internationally as well as in Germany. In fact, the German market was one of the first ones to see this development take place.

German enterprises and here especially the upper medium-sized ones (der gehobene Mittelstand) tend to select more and more

similarly medium-sized vendors.

Quo Vadis ITIL? According to the results of our survey, roughly 90% of large and medium-sized enterprises in Germany are using the IT

Infrastructure Library (ITIL)1 in some way, shape or form. This makes ITIL by far the most important standard for IT Service Management

today. This high penetration of ITIL standards has lead to a significantly higher IT process maturity for service management and service

support than only a few years ago. Enterprises are now able to adopt new IT service innovations at a much faster pace than ever before.

Unfortunately, many IT managers are not particularly happy with the ITIL standard. “Too rigid”, “Very complex”, “Dated” are only a few of

the comments we received. In fact, the fast majority of IT managers would like to see a significant change and simplification of ITIL.

Investment trends for 2018. Spending trends for 2018 are reflecting the ongoing shift towards Enterprise Service Management.

The key investment areas for 2018 are:

1. Cloud Service Management

2. Service Catalog

3. ITSM for Non-IT Assets

4. Predictive Analysis

5. Artificial Intelligence and Bots

1 IT Infrastructure Library, see http://en.wikipedia.org/wiki/IT_Infrastructure_Library. ITIL is a trade mark of AXELOS Limited.

*.



Management SaaS And Software: Evaluation Criteria


Strategy Execution Total

1 helpLine 4,38 4,41 8,79

2 OMNINET 4,29 4,43 8,71

3 USU 4,21 4,41 8,63

4 Matrix42 4,14 4,35 8,49

5 ServiceNow 4,41 4,01 8,43

6 TOPdesk 4,01 4,28 8,29

7 BMC Software 4,03 4,25 8,28

8 Efecte 4,09 4,13 8,21

9 Axios Systems 4,01 4,16 8,18

10 CA Technologies 3,99 4,16 8,15

11 Ivanti 4,04 4,11 8,15

12 Micro Focus 4,16 3,83 7,99

13 iET Solutions 3,75 4,20 7,95

14 SAP 4,18 3,71 7,89

15 Microsoft 4,05 3,83 7,88

16 IBM 3,85 3,83 7,68

17 Realtech 3,80 3,68 7,48

18 GIS AG 3,33 3,85 7,18

19 Open Source 3,14 4,03 7,16

20 Ultimo 3,13 3,21 6,34


Management: Ranking Of The Vendors In Germany



Management SaaS And Software: The Number One

helpLine: Historically grown, an outstanding combination of IT and Enterprise

Service Management, the best medium-sized vendor in Germany

General: As part of the PMCS.helpLine Software Group, helpLine is a medium-sized German software manufacturer and already

made the jump very early from pure IT Service Management to combined IT and Enterprise Service Management. This is why

helpLine is one of the most important competitors for innovative client tenders, which the organization regularly wins. helpLine

becomes more and more popular with the clients from year to year.

Strategy: The PMCS.helpLine Software Group is a highly differentiated and innovative vendor. The clients are convinced by the

combined IT and Enterprise Service Management strategy, on the basis of a universal Enterprise Service Platform. The strategic

consulting as an addition option is also well received by clients.

Implementation: In addition to the pure service management, helpLine is particularly strong in two areas: (1) Service Catalog

implementation and (2) IT Financial Management. Through the stringent focus on client needs and the „We live service“

mentality, helpLine puts the client first and has achieved the best results in client satisfaction from all vendors in the market.

Customer Quote: ”We were very frustrated by the incompetence of the big players. With helpLine it is much better. We feel very

well taken care of.“ IT Manager German manufacturing company.

Bottom Line: Due to many years of experience and customer focus, helpLine is today one of the most important vendors in the

German market. Everything set for further growth for PMCS.helpLine Software Group.

#1

Overall

Winner


Weighting

Score Result Score Result Score Result Score Result Score Result

Strategy

Vision & Go-To-Market 30% 4 1,20 3,75 1,13 3,5 1,05 4 1,20 3,5 1,05

Innovation & Partner Ecosystem 20% 4 0,80 3,25 0,65 3,25 0,65 4 0,80 3 0,60

Company Viability & Execution Capabilities 15% 3,5 0,53 4,5 0,68 4,75 0,71 4 0,60 3 0,45

Differentiation & USP 35% 4,25 1,49 4,5 1,58 4,5 1,58 4,25 1,49 3,5 1,23

100% 4,01 4,03 3,99 4,09 3,33

Execution

Breadth & Depth Of Solution Offering 30% 4,25 1,28 5 1,50 5 1,50 4 1,20 3,75 1,13

Market Share & Growth 15% 3,75 0,56 5 0,75 5 0,75 3 0,45 3,5 0,53

Customer Satisfaction 25% 4,5 1,13 3,5 0,88 3,75 0,94 4,5 1,13 4 1,00

Price/Value Ratio 30% 4 1,20 3,75 1,13 3,25 0,98 4,5 1,35 4 1,20

100% 4,16 4,25 4,16 4,13 3,85

Scale Explanation: 1 (Low) To 5 (High)

Axios Systems Efecte GIS AGBMC Software CA Technologies


Management SaaS And Software: Detailed Results (I)


Weighting


Strategy

Vision & Go-To-Market 30% 4,5 1,35 3 0,90 3,75 1,13 4 1,20 4 1,20

Innovation & Partner Ecosystem 20% 4,25 0,85 4 0,80 3,75 0,75 3,75 0,75 4,25 0,85

Company Viability & Execution Capabilities 15% 4 0,60 5 0,75 3,75 0,56 4 0,60 4 0,60

Differentiation & USP 35% 4,5 1,58 4 1,40 3,75 1,31 4,25 1,49 4,25 1,49

100% 4,38 3,85 3,75 4,04 4,14

Execution

Breadth & Depth Of Solution Offering 30% 4,25 1,28 4 1,20 4 1,20 4,25 1,28 4,25 1,28

Market Share & Growth 15% 4 0,60 4,25 0,64 3,5 0,53 3,75 0,56 4 0,60

Customer Satisfaction 25% 4,75 1,19 3,75 0,94 4,5 1,13 4 1,00 4,5 1,13

Price/Value Ratio 30% 4,5 1,35 3,5 1,05 4,5 1,35 4,25 1,28 4,5 1,35

100% 4,41 3,83 4,20 4,11 4,35


IvantiiET SolutionsIBMhelpLine Matrix42


Management SaaS And Software: Detailed Results (II)


Weighting


Strategy

Vision & Go-To-Market 30% 4 1,20 3,5 1,05 4,5 1,35 2 0,60 4,5 1,35

Innovation & Partner Ecosystem 20% 4 0,80 4,25 0,85 4,25 0,85 3 0,60 3 0,60

Company Viability & Execution Capabilities 15% 4,5 0,68 5 0,75 4 0,60 3 0,45 3 0,45

Differentiation & USP 35% 4,25 1,49 4 1,40 4,25 1,49 4,25 1,49 4 1,40

100% 4,16 4,05 4,29 3,14 3,80

Execution

Breadth & Depth Of Solution Offering 30% 4,75 1,43 3,5 1,05 4,25 1,28 3 0,90 4,25 1,28

Market Share & Growth 15% 5 0,75 4,25 0,64 4 0,60 4,25 0,64 3 0,45

Customer Satisfaction 25% 3 0,75 3,75 0,94 4,5 1,13 4,25 1,06 3 0,75

Price/Value Ratio 30% 3 0,90 4 1,20 4,75 1,43 4,75 1,43 4 1,20

100% 3,83 3,83 4,43 4,03 3,68


RealtechOpen SourceMicro Focus Microsoft OMNINET


Management SaaS And Software: Detailed Results (III)


Weighting


Strategy

Vision & Go-To-Market 30% 3,75 1,13 4,25 1,28 4 1,20 3 0,90 4,25 1,28

Innovation & Partner Ecosystem 20% 4,25 0,85 4,25 0,85 4 0,80 3 0,60 4,25 0,85

Company Viability & Execution Capabilities 15% 4,75 0,71 4,75 0,71 3,5 0,53 3,25 0,49 4 0,60

Differentiation & USP 35% 4,25 1,49 4,5 1,58 4,25 1,49 3,25 1,14 4,25 1,49

100% 4,18 4,41 4,01 3,13 4,21

Execution

Breadth & Depth Of Solution Offering 30% 4 1,20 4,75 1,43 4 1,20 3,5 1,05 4,25 1,28

Market Share & Growth 15% 3,5 0,53 5 0,75 4 0,60 3 0,45 4 0,60

Customer Satisfaction 25% 3,75 0,94 3,75 0,94 4,5 1,13 3,25 0,81 4,75 1,19

Price/Value Ratio 30% 3,5 1,05 3 0,90 4,5 1,35 3 0,90 4,5 1,35

100% 3,71 4,01 4,28 3,21 4,41


USUSAP ServiceNow TOPdesk Ultimo


Management SaaS And Software: Detailed Results (IV)




Vendor Selection Matrix Disclaimer:

Research In Action GmbH does not endorse any vendor, product or service depicted in our

research publications, and does not advise technology users to select only those vendors

with the highest ratings. The information contained in this research has been obtained from

both enterprise as well as vendor sources believed to be reliable. Research In Action GmbH’s

research publications consist of the analysts’ opinions and should not be considered as

statements of fact. The opinions expressed are subject to change without further notice.

Research In Action GmbH disclaims all warranties, expressed or implied, with respect to this

research, including any warranties of merchantability or fitness for a particular purpose.

About:

Research In Action GmbH is a leading independent information and communications

technology research and consulting company. The company provides both forward-looking

as well as practical advice to enterprise as well as vendor clients.


Kontakt

Dr. Thomas Mendel Ph.D.

+49 160 99492223

[email protected]

RESEARCH IN ACTION

Research In Action GmbH Hauptstrasse 9

56244 Hartenfels Germany

Office: +49 2626 291251

Fax: +49 2626 291272 Email: [email protected]

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