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.

SupaTOOLS 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 SupaTOOLS
Product SupaDESK, SupaCMDB
Version reviewed 20150104, released 4th April 2015
Year Founded 2014 (The product was formerly known as easyCMDB developed by Tech Inventions Limited which was founded in 2006)
Customers 80 (Approximately 40% Americas, 25% Australasia, 25% EMEA, 10% Asia)
Pricing Structure
  • SupaCMDB = Number of configuration items to be managed
  • SupaDESK, SupaRELEASE, SupaSTOCK = Number of analysts Priced by managed device per month
  • Available SaaS and on-premise

SupaTOOLS

logo6913229_mdMost ITSM tools were born from a foundation of ticketing and logging incidents. SupaTOOLS, in comparison, was first a CMDB. SupaTOOLS began life as ‘easyCMDB’ in 2006 and has evolved into a well-rounded and competitive ITSM offering.

The founders of SupaTOOLS saw a gap in the market for a robust CMDB solution offering and began developing their CMDB. Whilst SupaTOOLS suite of tools can be used without using the CMDB element, it is clear that CMDB is the foundation and a CMDB ethic of configuration, relationships and connectivity runs throughout the software.

SupaTOOLS is a web-based ITSM solution built around ITIL principles. Customers can choose a Windows or Linux install, with MySQL or SQL Server as a backend repository. Customers can also choose either on premise or SaaS (75% of SupaTOOLS customers install on premise). SupaTOOLS customers can also shift between SaaS on premise as required with many SupaTOOLS customers beginning with a cloud-based setup and shifting to on premise once the installation meets their requirements. Both customers and service management staff can access the SupaTOOLS system via mobile – on iOS and Android.

The SupaTOOLS portfolio consists of four main modules:

  • SupaCMDB – for config. and change management
  • SupaDESK – As the main service desk including Incident and requests
  • SupaRELEASE – A release management offering
  • SupaSTOCK – For inventory, warehouse management and stock control

Despite the SupaTOOLS depth of features we found the interface easy to understand and simple to navigate. Core service desk features included in SupaDESK navigation include service catalogue, incident and problem management, known errors, requests, knowledgebase, incident calendar, business services, service level agreements and reporting.

The SupaTOOLS offering is well thought out with great design. Configuration Managers in particular will love it; it is effectively an extensible database that can be configured to suit any individual customer requirements.

Every attribute of every asset, device or service can be clicked, drilled and viewed to a seemingly endless degree. Customers are never short of being able to see interconnectedness or similarities between any elements. In short, everything is linked to everything else. The relationship view is particularly useful when investigating the relationship between assets, previous incidents and changes and we particularly liked the visual management of racks within datacentres.SupaTOOLS_Integration_Diagram

From a change management perspective SupaTOOLS customers can alter how relaxed they wish to be about changes to the configuration database – from very relaxed to draconian. Settings include:

  • Loose – any data changes are allowed
  • Audit – Notes must be written justifying each change
  • Strict – each change requires a change request

These settings allow customers to increase configuration management discipline and control as their maturity improves or situations require.

SupaTOOLS is built from the ground up as a CMDB for IT departments, but could easily be used to other assets beyond IT. Customization to customer requirements is simple and straightforward and designed to be executed by customers rather than hiring consultants.

Our only criticism of SupaTOOLS is that organizations looking for a comprehensive solution for both IT Service Management and IT Asset Management might find some software license management elements lacking compared to specialist SAM tools, but the depth of visibility and control of datacentre environments will be very useful for Software Asset Managers managing datacentre software publishers.

SupaTOOLS is a refreshing alternative to big ITSM tool frameworks at a competitive price. Built from the ground upwards as a CMDB, it is well-designed and high quality solution for organizations seeking to deliver high-class services and IT management without having to re-mortgage the IT department.

Vendor information – in their own words

“SupaTOOLS

SupaTOOLS is a web-based IT Service Management solution based on the ITIL standard. SupaTOOLS comprises 4 main modules that deliver different processes:

  • SupaCMDB – Configuration and Change Management
  • SupaDESK – Incident, Request and Service Management
  • SupaRELEASE – Advanced Release Management
  • SupaSTOCK – Inventory Management 
All of the above modules can be combined into a single database to provide a fully integrated solution. This allows the customer to pick only the functionality they require and gives them the flexibility to add more at a later date.

SupaTOOLS is available as either a Cloud (SaaS) based service or on-premise install. It supports both Windows and Linux platforms running either MySQL or SQL Server back-end.

Most importantly, SupaTOOLS includes an extremely flexible database schema and UI, allowing the customer to tailor the CMDB to record any asset type and brand the UI according to their own requirements.

This can typically be achieved by the customer with minimal additional cost and involvement from the supplier. 
Our customers use SupaTOOLS can be used in a variety of ways, ranging from providing a fully featured and integrated Service Desk, to an Asset repository with integrated Change Management.

Tools are included to rapidly populate the database from spreadsheet data, which is where many of our customers start from. But equally SupaTOOLS can replace multiple existing disparate systems with a centrally trusted ‘source of truth’ 
We pride ourselves on being very attentive to our customer needs, and responding quickly to all customer queries. Many of our customer suggestions and wishes get included in future releases so that all can benefit.”