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Outside IT Group Test – The Results

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Cherwell, Samanage, ServiceNow and TOPdesk reviewed for their capabilities and approach to delivering services outside the IT department

Cherwell, Samanage, ServiceNow and TOPdesk reviewed for their capabilities and approach to delivering services outside the IT department

I am pleased to share my latest analysis for The ITSM Review: Outside IT.

This is a review of how IT service management (ITSM) tools might be used beyond the IT department.

It explores how traditional ITSM tools, typically used for IT service and support, can be used for broader operation throughout the business such as underpinning internal business processes and handling non-IT business requests.

Technology vendors participating in this analysis include:

  • Cherwell
  • Samanage
  • ServiceNow
  • TOPdesk

There has been a move in recent times to develop more applications and tools that can cross the boundaries of internal service departments. The ITSM toolsets available have helped to drive practice in this area, in particular service catalogues, service portals, automated fulfilment processing, approvals etc. and for many organisations this is a huge opportunity for IT to be the department of solutions and success rather than simply the folks who say ‘no’ all the time.

Which vendor is ‘Best in Class’?

What are the differences between the vendors in this report? How can we distinguish and identify differentiators, pros and cons between them? If all products can be used to develop work automation, logging and escalation/ownership and tracking of tasks etc., does this mean that the differences between vendors go beyond simple software functionality? This review looks at how to differentiate the vendors’ approach for beyond IT across the ITSM market.

Download a copy of my report here (registration required):

http://download.itassetmanagement.net/outside-it/




2 Responses to " Outside IT Group Test – The Results "

  1. […] Moving forward it would be good to see more real positive discussion in ITSM circles about how to collaborate – both across IT organisations (Dev and OPS) and of course the wider picture of how Enterprises beyond IT are using ITSM and ITIL concepts to achieve success,automation and real ‘supply chain’ service delivery. Until recently only one or 2 of the ITSM vendors had really picked this up, but no there are many more who are changing their marketing and sales approaches to meet this new exciting demand. See my recent report for ITSM review on Outside IT. […]

  2. […] in his recent report, Group Test—Outside IT, Barclay Rae sees this transitional period as a “time of huge opportunity for IT organizations to […]

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