Webinar: How IT Service Management Delivers Business Efficiency

Join our own Vawns Murphy and hear from Independent Market leaders about what businesses are adopting for IT Service Management and Business Process efficiency.

webinar

On 19th November 2015, Cased Dimensions, Microsoft and Vawns Murphy from the ITSM Review will deliver a webinar to outline how large and small businesses are aligning Business Process with IT Service Management Process to enable Business Agility, Automation and Business Productivity.

People are any business’s most expensive asset. Attend this short webinar to find our how you can empower your team to be more productive. Business productivity benefits are enabled by applying industry best practice process frameworks through Microsoft Collaborative technologies.

Additional financial and agility benefits can be driven through virtualisation of your IT Platform.


WHO:
Cased Dimensions, Microsoft & ITSM Review

WHEN:  Thursday 19th November 2015, 1.00pm – 2.00pm GMT

WHO SHOULD ATTEND: IT Decision Makers, Service Desk Managers, IT Directors

REGISTER: http://www.caseddimensions.com/microsoft-enterprise-itsm-webinar/

 

Review: Cased Dimensions SCSM Self-Service Portal

This independent review is part of our Self Service Market Review.

Also participating:

Commercial Summary

Vendor Cased Dimensions
Product SCSM Self-Service Portal
Version reviewed 2.2
Date of version Release December 2014
Year Founded 2009
Customers 40+
Pricing Structure Number of employees in a company (priced per user).

Review

Elevator Pitch Portal and request management capability for ITSM and beyond.
 
Aimed only at Microsoft Customers with MS system center.
Industry areas MS clients wanting to build on System Centre and SD – building automation.
Unique points HTML5 compliant (BYO and varied hardware devices are supported such as Microsoft and Apple tablets)
Single Sign on (AD integration).
Chat integration.
Exchange, SharePoint, Lync and System Center integration
Target market SME to enterprise – MS clients only. 500 employees to 30,000+ employee.
Solutions/ issues solved Integrated with Asset Management. Single CMBD with auto discovery ensuring data is in one place to aid Process Efficiency.
 
Integration with MS – canned from vendor.
Product/vendor gaps Lacks a bit of user friendliness – presentation shown looks a bit complex.
 
Microsoft only solution. Microsoft vendor aligned.
Positives
  • Microsoft focus
  • Microsoft integration – eg with System Center, SharePoint, AD, Exchange & Lync
  •  Lots of pre-built processes
  • Bespoke/Consultancy approach – working closely to address customers requirements
  •  Microsoft Trusted Alliance Partner
  • High-end client solutions
Negatives
  • Microsoft FocusSmall client base (new entrant)
  • Product looks a little busy/complex
Overall view A niche offering for clients wishing to build process management and automation using the Microsoft platform.
 
Cased Dimensions has deployed Self-Service Portal to support not only IT Service Management Self-Service but also HR, Facilities Management and Finance Self-Service.
 
Vendor is also niche as a provider of solutions rather than simply software, so the solutions are high-end, bespoke and consultative rather than turnkey.

 Vendor information

download (1)Cased Dimension’s Self-Service Portal allows access to Self-Help from any hand held device – PC, Laptop, iPhone, Windows Phone, Android, MAC etc… Many other vendors lock users out due to a reliance on Silverlight, Flash or old HTML languages which do not work on Smart Phones or tablets.

Our focus is to enable a Self-Service platform similar to Amazon shopping or Internet Banking. Usability is easy for the typical employee with little or no training. We have had clients train 24,000+ plus employees with a 5 min video on “how to”.

Other Vendors deliver Portals which are typically technical / ’clicky’ and difficult for employees to use. Our portal is similar to an Amazon-Shopping Kart experience or online banking where features and usability aligns to ‘Journeys’ employees are already trained in.

Our platform supports Business IT, HR, Finance, Facility and other departmental Self-Service Portal Processes. For Managed Service providers, we support “client” specific Portals for Self-Service.

Standard Features exist including departmental home pages, help area categorization with easy to use menu’s. In addition, we also support Chat Integration, Asset Management Integration, Software Distribution, Password Rest and much more….

Cased Dimensions allows Enterprises to “GO DIGITAL” for all areas of their business in Self-Help (IT included).

For administrators, configuration is “type and save”. Our platform is a “zero code environment” from a configuration perspective. All features are configurable & updatable by administrators.

With clients ranging from 500 employees up to clients with 30,000+ employees, our platform is excellent for small and large alike.

Client references state a call logging threshold of 70%.

For further information, please visit Cased Dimensions or Contact Us.

Screenshots

 

Self Service Review [2015] – The Results

logoThis is a review of software products and vendors with their products in the ‘Self Service’ market area.

Products reviewed:

1 Overview

1.1 Self Service and the ITSM Market

‘Self Service’ is a current buzzword for vendors and practitioners alike in the ITSM world.

For some time this simply referred to the process whereby users/customers could carry out some standard contact/communications activities via a portal or an Intranet page, rather than call a Service Desk. So for example, this would include: raising and tracking tickets, ordering kit and browsing FAQs and other published pieces of information relating to IT.

These are of course key functions – and most product offerings include them – and have done for some years. The context of this has changed somewhat in recent times due to the demands for better user interfaces and customer experience (no one these days wants or expects to use an old IT menu-driven ‘greenscreen’).

The capability of automation and collaboration products has also increased expectation and potential around what these types of interface can deliver and achieve, not only for IT departments and their users, but also for wider enterprise orgnaisations beyond IT.

In short, Self Service is now the entry point towards great efficiency and as a means of transformation and collaboration. It is an opportunity for IT departments to reverse their fortunes and improve their image and effectiveness, by automating repeatable and manual processes, thereby affording more time for strategy and customer engagement.

So what sorts of capabilities are available? Above and beyond the classic areas referred to above: – e.g. Ticket logging, tracking and escalating, request logging tracking and escalating:

  • Automated password resetting
  • Mobile support and facilitation
  • Automated delivery – e.g. software provisioning, product ordering, account creation
  • Non-technical interfaces for Workflow and process creation
  • Simple development of work management tools
  • Real-time collaboration and social interfaces
  • Real-time dashboards and dynamic reporting

All of these functions – particularly around ease of use and automation – are highly valued in the current market, due to the need for IT organisations to use these tools as a means of managing their work more efficiently, whilst at the same time offering a greatly improved user experience of interacting with IT – and other back office departments like HR/Finance – through familiar and easy to use interfaces.

1.2 Market Observations

Recent developments have seen a number of technical innovations that have allowed increased automation, faster delivery and provisioning, which many of the products reviewed can deliver in some form or another.

The areas of differentiation in the market are therefore defined in the following terms:

Target clients – SME, Mid-market and Enterprise, Product and vendor (e.g. Microsoft/VMware) focus.

Some products are clearly only aimed at one specific market niche, or by client size and ITSM maturity. In some areas such as product or vendor focus this is clear, although many of the SME vendors aspire to move into the Enterprise space, which may confuse and squeeze the market.

Flexibility and ease of implementation – including non-technical tailoring, ease of use/skills needed, ability to tailor without coding, vendor implementation support.

A significant focus area for many vendors centres on the ‘codeless’ capability of their products, whereby applications and workflows can be simply modified without technical skills. The level to which this is delivered is a highly useful feature given the need to implement and update portals, workflows and catalogues quickly and efficiently.

This also works well in support of ‘non-IT’ implementation – i.e. for process collaboration across internal service departments.

Complementary products and capabilities – including IT Management, automation, provisioning, security, ITSM capability.

For many buyers, particularly at the enterprise level, simply buying the ‘front end’ or self-service function (and even just ITSM functionality) is not enough.

There is a growing need to procure and implement products that go beyond process and service management, so the need to identify those with the capacity to provide or at least interface with other IT Management tools is becoming a key requirement.

1.3 Market Product Review and Comparison

In summary, LANDESK and Cherwell are seen to be the most complete solutions, with LANDESK having greater capability to deliver to the Enterprise client, whereas Cherwell has the best UI and is more suited to the upper middle market.

EasyVista and Alemba are also seen as excellent products that would fit the enterprise as well as upper mid market.

SMT-X is an excellent option for a front-end solution that can be added to existing ITSM tools for large organisations.

Cased Dimensions is a good option for bespoke solutions – based on a Microsoft System Center platform.

Atlassian and Freshservice are also excellent options for SMEs or discrete teams to get Self Service up and running, with minimum tailoring or bespoking.

 

Pros Cons Overall Review Rating
Alemba
  • Clean and fresh interface – simplified but functional
  • Technical integration and virtualized capability
  • Legacy product well regarded
  • Still being developed to compete at high end of marketSmall
    company, now independent from
  • VMware – still growing
  • Limited social and collaborative interfaces and functionality
8
Atlassian
  • Easy and simple fo use for fast implementation
  • Workload tab – nice quick view of tickets / SLAs per analyst
  • Well set up for non-IT people
  • User access limited functionality
  • Only basic workflow functions can be edited non-techlimited
    innovation or eg social interfaces
7
Cased Dimensions
  • MS focus
  • MS integration – eg with System Center
  • Lots of pre-built processes
  • MS FocusSmall company
  • Bepsoke/consultancy approach won’t work for every organisation /
    small organisations
7
Cherwell
  • Functional capability
  • UX and ease of use
  • Vendor approach and focus
  • Competition from both ends of the market
  • Capability to deliver in tier 1 – though growing in size
  • Multi-tenancy not native
9
EasyVista
  • Good standard self service functionality
  • Open, flexible, using industry tools
  • Global network of data on use and performance
  • Workflows and configurations look complex and not
    intuitive/graphical ITSM tool looks strong although slightly dated
  • May need to focus target market/position
8
Freshservice
  • Low cost
  • Simple, straightforward operability
  • Gamification
  • Limited non-tech configuration
  • Org not set up for Enterprise customers
  • Lacks some key interfaces, social, provisioning
7
BEST IN CLASS:
LANDESK
  • ITSM complete
  • User friendly to develop and manage
  • Focus on automation to improve efficiency
  • May be overkill for some smaller organisations
  • Self service not available standalone
  • Social not embedded in tool – minor
10
SMT-X
  • Clear market niche well defined – good positioning
  • Product is multi-functional/function rich
  • Professional looking – will engage non IT people
  • Company size – small
  • Not an ITSM tool – limited and reducing market as competition
    improves
  • Could improve UI for workflow/design
7

 

Target Clients Flexibility /implementation Complementary Products
Alemba Enterprise and large IT and ITSM organisations –
particularly VMware customers.
Broad level of flexibility, vendor supports
implementation
VMware product integration
Atlassian SMB, SME or teams within large orgs Limited flexibility, client drives implementation Other Atlassian products
Cased Dimensions Large IT organisations, using Microsoft Systems Center –
looking for bespoke build
Highly flexible, vendor drives build and implementation Microsoft
Cherwell Large SMEs and medium enterprise organisations Customer tailorable, vendor/partners offer
implementation support
Numerous industry products. MS Partner
EasyVista Medium to large and some enterprise organisations Good level of flexibility, vendor moving from SME to
enterprise offering
A number of established links to industry products
Freshservice SME/SMB, small enterprises Limited flexibility, client drives implementation APIs in progress – e.g. Azure
LANDESK Large/Medium and enterprise IT organisations Highly and easily flexible, Vendor offers multi-level
implementation services
Numerous LANDESK offerings and industry integrations
SMT-X Enterprise organisations and their IT and back office
functions
Flexible and configurable, Vendor supports
implementation – limited resources
Established links to ITSM tools

 

Disclaimer, Scope and 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.