ITSM Tools Universe Preview: How aligned are ITSM tool vendors to their customers?

Rebecca Beach has been locked away in ITSM Review labs reviewing technology and crunching numbers for the last few months in preparation for our ITSM Tools Universe research.

I am very pleased to say that we’ll be lifting the lid on the research in the next few weeks.

In this article I’ll provide a quick preview.

How customizable is your ITSM tool?

ITSM Review readers have told us the ability to customize ITSM tools is a key requirement in selecting new technology. For our ITSM Tools Universe research we asked the customers of participating vendors:

Q. On a scale of 1 to 10 (whereby 1 is entirely customizable in-house and 10 is entirely dependent on consulting / training) please provide an estimate of the level of customization you are able to achieve with your ITSM tool?

The radar chart below compares the responses from customers (in red) versus the vendor opinion (in blue) of ability to customize. 1 means I can tweak everything myself, 10 means I’m not autonomous and need to get consultants in to help.

customize-in-house

Most customizable in the ITSM Industry?

The table below shows customer opinion of ability to customize in descending order.

Customers consider Cherwell and EasyVista to be the highest rated in terms of ability to customize in house.

Customers consider ServiceNow and Good Sign the least configurable in-house and dependent on consulting and training to make changes.

inhouse

Note: We only asked three customers per supplier so this is not an exhaustive study but I believe provides a good indicator of overall sentiment.

Disparity in Opinion?

For me, the most compelling metric for this data is not whether a tool is customizable or not (although this is clearly a key differentiator) – but the vendors ALIGNMENT with customer opinion.

How in touch are vendors with customer sentiment?

As a whole across all vendors there is a significant difference in opinion – by a factor of 39 to 69.83. i.e. Vendors think their technology is more customizable than customers believe. That might be a technology issue, a maturity issue, an education issue – whatever – it’s a big mismatch. 

The table below shows the disparity in opinion between customers and vendors in descending order. ITRP and customer sentiment is perfectly aligned. Cherwell believe their technology is mostly customizable in-house and their customers agree. To the other extreme, Axios customers believe their technology is quite customizable, Axios don’t agree. ServiceNow think their technology is customizable in-house – their customers have a completely different view.

comparison

The ITSM Tools Universe by Rebecca Beach will be published soon (free). Subscribe to the ITSM Review newsletter to receive a notification when it is published.

15th September: UPDATE – the results are being published here: www.EnterpriseOpinions.com