This is a competitive comparison of Knowledge Management technology.
- ITinvolve [BEST IN CLASS]
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Knowledge Management 2013 Best in Class
- ITinvolve – all 3 products are a good option as they meet the basic requirements requested, however this product looks to be an excellent (if brave) choice that works towards an intuitive KM solution. EasyVista and Cherwell have similar in built functionality and are established ITSM players, whilst ITinvolve is a more innovative product, with good customer results and stories so far. Whilst this is the best product option, ITinvolve are still a new and small vendor and will need to develop their client-base to consolidate this result.
Of the products reviewed, these areas were of particular note:
Good for practical simple and effective use (with existing platforms)
- EasyVista and Cherwell – both provide excellent standard integrated Knowledge functionality with the existing toolsets. Either product is an excellent option for Knowledge Management, integrated with the other ITSM toolset areas – both are recognized and established ITSM vendors.
Good for an innovative approach using new/social tools
- ITinvolve – Nice approach and social integration means the barriers to usage can be radically broken down. There may be challenges for organisations taking this approach on, but it looks to be excellent option (and is also integrated with some other ITSM tools).
Knowledge Management Market Observations
- ‘Knowledge Management’ (in the ITSM context) doesn’t really have a specific product sector. This tends to be an application of one or more product areas to support the process of knowledge creation and knowledge sharing. E.g. a useful ‘Knowledge Management’ solution could easily be SharePoint, or an intranet portal.
- ITSM value in this area comes from integration with regular ITIL processes like Incident, Problem, Change, SLM and Configuration, plus automation and self-help delivered via customer-friendly portals.
- Of the 3 products reviewed, EasyVista and Cherwell were seen to be good example of knowledge functionality applied to an existing ITSM toolset – both showed good integration and provide good standard functionality. ITinvolve was clearly built more as a knowledge and social platform and is seen as an innovative product with some new concepts.
- All 3 products displayed capabilities well in keeping with the stated requirements and would offer good opportunities for development of Knowledge Management (with the caveats as described above).
- Differentiators were therefore relatively minor in terms of functionality (particularly between EasyVista and Cherwell). The main difference was in the overall (and quite radical) approach from ITinvolve – this was seen as positive and interesting, although involving a more challenging procurement and implementation approach.
- As with many tools in this area, much of the success is down to the interface and usability, plus how this can remove resistance to use. Tools that are seamless and integrated, plus those which can leverage slick and familiar ways of working and user interface will help to build loyalty and effective usage.
- Knowledge Centred Support (KCS) was not seen as a differentiator for any of the vendors reviewed – none saw value in investing in accreditation and this had not been an issue in procurement to date.
Market Positioning and Approach
Further details for each vendor can be found by using the links below:
- Cherwell Software – Cherwell Service Management
- EasyVista – EasyVista 2013
- ITinvolve – ITinvolve Knowledge Collaborator
- Barclay Rae on Computer Weekly: “Review of ITinvolve for Knowledge Management“
- Quick Guide to Knowledge Management Tool Selection
- Knowledge Management is more than just buying a tool
- IT Knowledge Management – spreading the word!
- Aprill Allen, Knowledge Bird
DISCLAIMER, SCOPE & LIMITATIONS
The information contained in this review is based on sources and information believed to be accurate as of the time it was created. Therefore, the completeness and current accuracy of the information provided cannot be guaranteed. Readers should therefore use the contents of this review as a general guideline and not as the ultimate source of truth.
Similarly, this review is not based on rigorous and exhaustive technical study. The ITSM Review recommends that readers complete a thorough live evaluation before investing in technology.
This is a paid review. That is, the vendors included in this review paid to participate in exchange for all results and analysis being published free of charge without registration. For further information please read the ‘Group Tests’ section on our Disclosure page.