Germany – February 18th 2019: Life after the age of the “Big Four”.
The Vendor Selection Matrix™ is a unique, primarily survey-based methodology for comparative vendor evaluation. A minimum of 60% of the evaluation results are based on a combined telephone and online survey covering 1,500 IT buyers in enterprises worldwide. More than 45,000 data points were collected in Q4 2018 and Q1 2019.The analyst’s opinion accounts for a maximum of 40% of the evaluation results (not close to 100% as in most other vendor evaluations). The Top 20 vendors of IT and Enterprise Service Management SaaS and Software solutions (selected by the buyers in the survey) were evaluated using a weighted set of 8 criteria.
Dr. Thomas Mendel Ph.D., Managing Director of the Research In Action GmbH comments on the results of the study:
A new market after the end of the “Big Four” era. For many years, the IT Service Management Market was dominated by the “Big Four” vendors (BMC, CA (now Broadcom), HP (now Micro Focus) and IBM). This is no longer the case. Yes, three of these vendors remain in the Top 10, but only two in the Top Five. The Top Ten vendors today are a mix of large platform vendors, smaller point players and innovative startups all with a strong offering in Enterprise Service Management. The original SaaS innovator, ServiceNow has established itself as the new market leader. At the same time, the market itself continues to grow at a healthy pace and buyer awareness of IT and Enterprise Service Management is at an all-time high.
Beware - ITIL4 is coming. According to the results of our survey, roughly 85% of enterprises globally are using the IT Infrastructure Library (ITIL) in some way, shape or form. This makes ITIL by far the most important standard for IT Service Management today. The new release of ITIL is both eagerly anticipated and dreaded by IT managers around the world and will lead to many update, review and change projects. We believe that ITIL4 will create an addition significant push for the IT and Enterprise Service Management market in 2019 and beyond.
Investment trends for 2019. Spending trends for 2019 are reflecting the ongoing shift towards simplification and Artificial Intelligence. The key investment areas for 2019 are:
2. Service Bots
4. Hybrid Cloud Service Management
5. Analytics and Big Data
And finally, the Top 20 Vendors of IT And Enterprise Service Management SaaS And Software are:
3. Broadcom (CA)
5. Micro Focus
10. Vision Helpdesk
17. Open Source
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:
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.
Research In Action GmbH
Dr. Thomas Mendel Ph.D.
Telefon: +49 160 99492223
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