At Service Dynamics we deliver effective and efficient IT and Enterprise Service Management solutions and are experts in these leading technologies.
Gartner Magic Quadrant for ITSM tools
The Gartner Magic Quadrant for ITSM tools evaluates the global marketing for IT Service Management solutions. The annual report provides an overview of the ITSM industry, evaluates vendor strengths and cautions, and other factors to help you make the right decision in choosing an ITSM tool for your organisation.
ServiceNow
ServiceNow has grown to become one of the leading providers of cloud-based solutions for enterprise operations. Headquartered in Santa Clara, California, ServiceNow is publicly traded on the New York Stock Exchange (NYSE: NOW) and has a global presence with offices in North America, Europe, and Asia-Pacific.
The company’s platform began as an IT Service Management (ITSM) solution but has since evolved into a comprehensive Enterprise Service Management (ESM) platform, offering solutions for IT, employee, and customer workflows.
ServiceNow Strengths
- Comprehensive Solution: ServiceNow offers a wide range of capabilities that can cover most, if not all, of an organisation’s ESM needs.
- Scalability: The platform can handle the needs of small businesses to large enterprises, making it suitable for growing organisations.
- Strong ITSM Foundation: With its roots in ITSM, ServiceNow excels in IT service management processes and best practices.
- Configuration and Integration: The Now Platform allows for extensive configuration and integration with other enterprise systems.
- AI and Automation: ServiceNow has made significant investments in AI and machine learning, offering advanced automation capabilities.
- Large Ecosystem: A vast network of partners and a thriving developer community provide additional resources and extensions.
Jira Service Management
Jira Service Management is a product of Atlassian, an Australian enterprise software company founded in 2002 by Mike Cannon-Brookes and Scott Farquhar. Atlassian is known for its suite of collaboration and development tools, including Jira, Confluence, and Bitbucket. The company is publicly traded on the NASDAQ (TEAM) and has offices worldwide.
Jira Service Management (JSM) Strengths
- ITIL4 and DevOps-Centric Approach: Strong alignment with ITIL4, and very strong integration with development tools makes it ideal for organisations embracing DevOps practices and/or ITIL4.
Advanced Features: Advanced features such as AI are included at no additional cost for Premium and Enterprise subscribers - Templates: Free templates available to rapidly extend capabilities to wider lines of business, including HR, Finance, Facilities Management, Legal Services and much more.
- Flexibility: Highly customisable to fit various team structures and workflows.
User-Friendly Interface: Intuitive design that’s easier to navigate compared to some more complex ESM tools. - Cost-Effective: Generally, more affordable than enterprise-focused competitors, especially for small to medium-sized organisations.
- Strong Collaboration Features: Built-in tools for team collaboration and communication.
- Extensive Marketplace: A wide range of third-party apps and integrations available through the Atlassian Marketplace.
- Deployment: Atlassian is available with dedicated cloud and on-premise offerings, providing flexibility of choice to suit customers deployment needs.
- Mobile native: Atlassian offers native mobile device applications, to support activity on the go.
Scalability: Can grow with an organisation, from small teams to large enterprises.
HaloITSM
HaloITSM is a relatively newer player in the Enterprise Service Management (ESM) market, founded in 2018. The company is headquartered in the United Kingdom and has been gaining recognition for its user-friendly, feature-rich ITSM and ESM solutions. HaloITSM was born out of the need for a more flexible, customisable, and affordable service management platform.
HaloITSM Strengths
- User-Friendly Interface: Known for its intuitive and easy-to-use interface, reducing the learning curve for new users.
- Flexibility and Customisation: Offers extensive customisation options without requiring coding skills.
Competitive Pricing: Generally considered more affordable than some of the larger, enterprise-focused competitors. - Rapid Implementation: Can be set up and configured quickly, allowing for faster time-to-value.
Strong Customer Support: Frequently praised for responsive and helpful customer support. - Regular Updates: Continuous improvement with frequent feature updates based on customer feedback.
Scalability: Suitable for small businesses but can scale to meet the needs of larger organizations.
Ivanti Neurons for ITSM
Ivanti is a global IT company headquartered in South Jordan, Utah, USA. The company was formed in January 2017 through the merger of LANDESK and HEAT Software, but its roots trace back to Intel’s systems management division in the 1980s. Ivanti has since grown through numerous acquisitions, including Wavelink, Shavlik, Concorde Solutions, RES Software, and notably, Cherwell Software in 2021.
Ivanti offers a comprehensive suite of IT management solutions, including unified endpoint management, IT service management, security, and asset management. The acquisition of Cherwell has significantly bolstered Ivanti’s position in the Enterprise Service Management (ESM) market.
Strengths
- Comprehensive Solution: Offers a wide range of IT management capabilities beyond just ESM, including IT Asset Management
- Flexible Deployment: Available as cloud or on-premises.
- Strong ITAM Capabilities: Leverages Ivanti’s expertise in asset management for robust ITAM features.
- Codeless Configuration: Allows for extensive customisation without requiring coding skills.
- Integration with Other Ivanti Products: Seamless integration with Ivanti’s security and endpoint management solutions.
- Vertical-Specific Solutions: Offers tailored solutions for industries like healthcare and education.
Multi-Source CMDB: Provides a comprehensive view of IT infrastructure and services.
