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.