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.
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.
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.
As 2013 begins to draw to a close, I thought it would be nice to finish off the year with a final article that’s an overview of what has happened at the ITSM Review over the last 12 months. That’s right, this will be our last post for 2013 because the entire team is heading off to fill their faces with mince pies and sherry. But don’t worry we’ll be back in 2014 with slightly bigger waistlines and lots of exciting plans for 2014 (insight into which you can find at the end of this article).
Ironically I like neither mince pies nor sherry.
Visits and Growth
We have had nearly 230,000 page views this year, an increase of a whopping 210% from 2012!!! A huge thank you to the circa 120,000 of you for coming to read our content.
Visits to our site increased by an astounding 58% between the end of June and end of July alone, and then continued to grow on average by 5.5% every month.
Our Twitter followers increased by 193%.
One thing that I think it’s worth pointing out here as well is that the bulk of our readers are not actually situated in the UK (which is what a lot of people presume given that this is where we are based). In 2013, 17% of our readers were from the UK, but an impressive 30% were actually from the USA. Perhaps we should open a US office?! A large proportion of visitors also came from India, Germany, Australia, Canada, The Netherlands, France and Sweden, as well as plenty of other countries too.
Owing to us attracting more and more visitors year-on-year from outside of the UK and America, we are increasingly being asked to produce region-specific content. We are therefore looking for practitioners, consultants or analysts based in Asia, South America, Africa, and Europe who would be interested in writing about their experiences of ITSM in other countries. If you are interested please get in touch.
Of those articles only number 3 was actually written and published in 2013.
I have to say congratulations specifically to Simon Morris here as well, because his KEDB article was not only the most-read article of the year, but it achieved 37% more hits than the second most popular article of the year! (And that’s not counting the hits it originally got in the year it was published).
Of the articles written and contributed in 2013, the top 3 were:
Is there a specific topic that you would like us to write about? Are there are practical pieces that you would like to see us cover to help you in your day-to-day job? Please let us know.
In 2013, we were pleased to welcome 3 new, regular content contributors to the ITSM Review. These are people who now write for us on a regular basis (roughly once a month), so you can expect to see a lot more great content from them in 2014. They are:
A great big thank-you to all of our regular and ad hoc contributors for helping supply with us with such fantastic content.
If you’re reading this and think you might be interested in contributing content (we welcome content from all, including) please get in touch.
Given that we had over 230,000 pages view this year, I thought that many of you might be interested to see what it was that people were searching for on our site. The top 20 searches of the year were as follows:
Known Error Database
Proactive Problem Management
What is Service Management
Cherwell Software Review
Gartner ITSM Magic Quadrant
ITSM Software Review
Major Incident Management Process
Free ITIL Training
KEDB in ITIL
Are there any search terms that you are surprised to see on there? Or anything that you would have expected to see that isn’t?
Our aim was not only to spread the word about The ITSM Review, but to spend time with delegates to find out what things they are struggling with and how we might be able to help them.
Next year you can expect to see us the PINK conference in Las Vegas, and we hope to announce some other new, exciting partnerships for 2015 in the New Year!
In May we launched the ITSM Review App (Search ‘ITSM’ in the Apple App Store).
Then there is the ITSM Tools Universe, which we launched at the end of November. The Tools Universe hopes to shed light on the emerging ITSM players (as well as the major competitors) and, over time, the changes in the position of the companies involved and moves in market share. Most importantly it is free to participate and unlike any Magic Quadrant or Wave, the ITSM Tools Universe is open to ALL ITSM vendors. 9 vendors are already confirmed.
If you are a Vendor and are interested in learning more the ITSM Tools Universe please contact us.
Additions to the team
As of 1st January 2013 the ITSM Review was still simply just the man you all know and love Martin Thompson (he tried desperately to get me to remove what I just said there… modest and all that jazz).
However, ITSM Review finished 2013 with an additional 3 employees:
In January 2013 Glenn Thompson (you’d be right to suspect that they might be related) joined full-time as the company’s Commercial Director. For some reason there was no official announcement (we’ll blame Martin) so for some of you this might be the first you’ve heard of it! Without Glenn we’d struggle to continue to offer all of our content to readers free of charge, so despite the fact that he’s a Chelsea fan, you’ve got to like him.
In July, for some reason Martin decided it would be a good move to hire some strange blonde lady who liked penguins (that would be me) as the Marketing and Community Manager.
Finally, in October Rebecca Beach joined as a Research Analyst. Famous for being a “gobby midget”, Rebecca will be writing most of our ITSM research and reviews in 2014. Rebecca also spends time (in conjunction with me) making fun of Martin and Glenn on a regular basis (it’s not our fault they make it so easy).
So then there was 4.
If you’re interested in any upcoming job opportunities at the ITSM Review (or ITAM Review), then please let us know. We certainly plan on increasing that number 4 in 2014.
What’s planned for 2014?
Next year we are hoping to broaden our coverage of the ITSM space even further by securing new content contributors; participating in more industry events; launching new products (such as video product reviews, webinars, and case studies); and more.
We’re also looking very seriously at the possibility of running regular ‘social meet ups’ like we recently did with the Christmas get-together.
In addition to the publication of our ITSM Tools Universe in the Spring we will also be continuing our Group Tests, and a full list of topics for the Group Test series will be published early January.
In addition to the above we also have some planned changes in the works for our website. Nothing too major (it will still look like the ITSM Review that you know and love), just some cosmetic updates to make it easier on the eye and increase your ability to easily find what you are looking for.
Watch this space and we’ll keep you updated of our plans throughout 2014!
Is there anything you would like to see us doing in 2014 that we’re not doing currently? Are there any changes that you would like to suggest to the website? Would you be interested in a tooling event or social get-togethers? Are you a Vendor who is interested in our Group Tests? We welcome your feedback, so please get in touch.
2013 is drawing to a close. Our success and growth throughout the year has made everybody here happy bunnies; but most importantly we hope that our content / site / presence this year has made YOU a bunch of happy bunnies. The whole purpose of the ITSM Review is to help ITSM practitioners, and everything we do has that end goal in mind. Even if we only gain an additional 5 readers in 2014, so long as our content aids those 5 people and makes their work lives easier then these bunnies will continue to have smiles on their faces.
So with that image of turning the entire ITSM industry into smiley rabbits, I bid you all a Merry Christmas and a Happy New Year! Thanks for reading throughout 2013; without you… the ITSM Review doesn’t exist.