ITAM and ITSM Integration Group Test – The Results

Map-Large
Six tools offering ITAM and ITSM from around the globe

This Group Test explores the relationship between the IT management disciplines of IT Asset Management (ITAM) and IT Service Management (ITSM).

Our remit was to explore the opportunities for managing assets and interacting with ITAM teams whilst maintaining everyday ITSM processes. In particular we were looking to review ITSM tools that offer ITAM functionality or integrate with tools that do – or ITAM tools that provide value to ITSM lifecycles.

I was pleasantly surprised and encouraged by the growing overlap between ITAM and ITSM functionality in the tools reviewed. It was great to see all camps taking advantage of the obvious benefits of ITAM and ITSM integration. It was also refreshing to review technology from all four corners of the globe; including some new vendors that some of our readers might not have heard of yet.

Participants in this “bake-off” were:

Supplier Country of Origin Number of Customers Summary
InvGate Argentina 3,000+ Comprehensive ITAM & ITSM solution with next-generation interface
ManageEngine India 100,000+ A good solid solution for building an integrated ITAM and ITSM foundation.
Matrix42[Best in Class] Germany 900+ Arguably the first vendor to offer comprehensive Enterprise grade SAM within a full ITSM suite
Miradore Finland 500+ A desktop management solution providing ITAM and Configuration Management capabilities and opportunities for automating routine ITSM tasks
SupaTOOLS New Zealand 80 A refreshing alternative to big ITSM tool frameworks at a competitive price.
Virima USA 2 ITAM and ITSM in a competitive package. Detailed inventory for datacenter environments plus key service management functions to be able to turn datacenter insight into action.

Deep Dives:

ITXM – ITAM and ITSM (2+2=5)

What are the benefits of integrating ITAM and ITSM?

The vision for fully integrated ITAM and ITSM is –

  • For ITAM:
    1. Meeting compliance and efficiency goals whilst decisions and changes are being made rather than attempting to clean up mess afterwards, allowing the business to make smart technology choices without booby-traps and with visibility of total cost of ownership.
    2. Allowing users to be productive and have access to the assets they need whilst being compliant.
  • For ITSM:
    1. Offering visibility of asset relationships and costs to facilitate faster incident resolution, proactive problem management and less error prone change management.
    2. Delivering self-service without risks.
    3. Updating asset data on the fly as part of BAU for everyone’s benefit – allowing smarter decision making.

Vendor Summary – Strengths and Weaknesses

Supplier Product Strengths Weaknesses
InvGate Assets and Service Desk Code free configuration / Low consulting requirement No server / service dependency mapping
Strong interface and user experience
Next generation IT Management Tooling
Strong embedded game mechanics
ManageEngine ServiceDesk Plus Fully Integrated ITAM & ITSM Lacks polish
Free Version Shortage of specialist knowledge
Use for outside IT department
Matrix42 ITSM Suite and Workspace Management A modern IT management platform with vast platform coverage. Minimal market penetration outside central Europe
ITAM and ITSM mapping from day one
Workflow driven solution – adapt for every process
BYOD, Mobile and Cloud addressed
Miradore Miradore Good offering for Managed Service Providers A good complement for the service desk – but offers no ticketing or core service desk functions.
Light versatile and automated desktop management
Low cost monthly subscription
Good inventory and asset verification offering
Self service software request platform
SupaTOOLS SupaDESK, SupaCMDB Strong CMDB centric ITSM offering Minimal license management capabilities
Cloud, on-premise or flip between two
Well though out design, easy to use
Great relationship views for viewing ALL attributes
Low consulting requirement
Virima Technologies EcosystemManager Datacentre Visibility New software offering, limited existing customers
Turn datacentre insights into service management actions
Ideal for datacentre migration or consolidation
Strong visualisation of dependencies

ITAM & ITSM Integration Review (10)Best in Class for ITAM & ITSM – MATRIX42

We’ve awarded Matrix42 Best in Class for ITAM and ITMS integration for their comprehensive ITAM and ITSM suite.

ITXM – Full ITAM & ITSM integration at last!

“Matrix42 want to be the management layer that sits on top of the services that run IT and claim their key differentiators are strength of integration, automation and speed to value – eschewing the consulting heavy approach of many IT management tool rivals.”

Matrix42 is the closest toolset manufacturer we’ve seen to be able to realize the full ITAM and ITSM vision from one platform. The solution offers both strong ITSM capabilities (verified for eight ITIL processes via a modern interface) whilst also offering depth of datacentre SAM coverage (identifying options and packs enabled for Oracle database). Matrix42 are arguably the first vendor to offer comprehensive Enterprise grade SAM within a full ITSM suite.

Deep Dives:

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 our Disclosure page.

Miradore for ITAM and ITSM

This independent review is part of our ITAM vs. ITSM Integration group test.

Also participating:

To read the summary, strengths and weaknesses, and criteria please visit this page.

Commercial Summary

Vendor Miradore
Product Miradore
Version reviewed V4.1 (released June 2015)
Year Founded 2006
Customers About 40 service provider customers, servicing about 500 end customers and about 450,000 devices
Pricing Structure Priced by managed device per month

Miradore Desktop ManagementMiradore-Logo300dpi_RGB

A desktop management solution providing ITAM and Configuration Management capabilities and opportunities for automating routine ITSM tasks.

 Miradore was formed in 2006 when three IT specialists working at the Finnish pulp, paper and timber manufacturer, UPM, couldn’t find a suitable solution in the market for their IT infrastructure management requirements. Miradore now has customers in 70+ countries and over 450,000 devices under management.

Miradore is a Desktop Management solution for Windows, OSX and Linux providing ITAM and Configuration Management capabilities and opportunities for automating routine tasks in ITSM lifecycles.

A key route to market is Managed Service Providers who harness Miradore for monitoring and managing client environments. MSP business partners include global integrators such as Fujitsu to local specialists such as Tieto.

A key differentiator for Miradore is providing a light, versatile and automated desktop management solution to partners and end user organizations that find larger frameworks such as Microsoft Configuration Manager too expensive and labour intensive to implement.

Miradore provides partners an easy to use console for visibility and management of client environments via a low cost subscription.  Managed Service Providers can easily see what devices they are supporting and the status of each device to facilitate efficient support.

Miradore also offer a SaaS based Mobile Device Management called ‘Miradore Online’ for the management of iOS, Android and Windows Phones. This provides asset location, technical specification, security settings and installed applications for connected devices. We trialled the system using Apple’s Device Enrolment program and found it remarkably easy to use.

Miradore’s product naming conventions are not obvious and those browsing their website could be forgiven for getting completely confused which product is which. Perhaps calling the products Miradore Desktop Management and Miradore MDM would be more straightforward.

Miradore_screen 1

Self-Healing ITAM

Miradore offers comprehensive device monitoring and management features including:

  • Asset discovery and SNMP scanning for other network devices such as printers, switches and routers
  • Hardware and software inventory for Windows, Linux, OS X
  • Connection to Miradore’s ‘Miradore Online’ MDM solution for management of iOS, Windows Phone and Android devices
  • Power Management and centralized management of endpoint back up
  • Device monitoring, alerting and reporting
  • Automated tasks based on rules e.g. Create an incident in the service desk based on an alert
  • Remote control, operating system and software installation, patch management
  • Asset update service
  • Quality index reporting
  • Software license management including normalized inventory, software usage tracking and a software request catalogue

We particularly liked the asset update service, allowing Miradore customers to confirm the continued ownership of assets and keep their asset and ownership details fresh. The service checks-in with end user customers to ask, “Do you still own these devices?” then provides a workflow for administrators to eyeball and verify any changes.

We also found the quality index reporting a powerful reminder of key metrics and a refreshing change to the usual reporting dashboards found in IT management tools.

Quality index reporting allows Miradore customers to set thresholds for key ITAM or Configuration Management performance metrics as asset visibility or anti-virus coverage. This reporting, presumably driven from Miradore’s SLA driven MSP partners, is great practical use of asset data to improve ITAM quality over time rather than generic dashboard.

Automation and Empowering Self-Service

Miradore_screen 2From an IT Service Management perspective, Miradore is a great complement to a broader service desk solution and provides great asset data to empower service management processes.

Miradore’s close device monitoring and management capabilities allow alerting on the service desk to enable proactive problem management by generating tickets based on device events, or highlighting mismatching configurations of devices, or simply identifying changes.

Similarly, Miradore’s self-service software request catalogue allows customers to select software, seek management software, and for the software to be deployed to the end user’s device – without the need for service desk agent intervention.

Finally, Miradore’s remote control facility will be a useful utility for the service desk. Features include screen sharing, controlling mouse and keyboard, file transfer and drawing tools.

In summary, Miradore is a good all round solution for desktop management and configuration management to support the service desk, especially for those organizations looking for a simpler and easier to use solution to Microsoft Configuration Manager.

Vendor information – in their own words

“Miradore

Miradore was born when three IT specialists working for a global paper giant UPM needed a better way to manage their own IT infrastructure. Since none of the existing configuration management solutions did not address the challenges they faced in a company with 20,000 workstations in over 30 countries, they decided to create their own. The pilot project and full-scale roll out was a success, and so in 2006 they left UPM to found Miradore Ltd. And naturally, UPM became Miradore’s first customer.

Today Miradore provides a mature and feature-rich product for managing different types of IT devices throughout their entire lifecycles. This is done by collecting accurate and up-to-date information from devices, automating device management activities, and integrating Miradore easily to overall ITSM toolset.

Miradore is committed to continuous improvement and thereby strives to further improve the product, focusing especially on utilization of cloud technologies, easiness of implementation and use, and mobility.”