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.


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.


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:

Technology Review: EasyVista

Easy VistaThis is a review of the EasyVista ITSM solution. The product (set) reviewed was:

  • EasyVista ServiceManager
  • EasyVista Service-Apps
  • EasyVista Click2Get

These collectively make up ‘’ – the product set reviewed will be released on July 1st 2014.

At a glance

EasyVista is an established and growing player in the ITSM industry – from an initial start in 1988 through to a floated business in 2005 with a native Cloud platform, to its current position challenging the enterprise market.

The company focuses on EMEA and US markets with Head Offices based in both New York and Paris. Recent growth has been impressive and the company is expanding and developing into new markets and market areas. This review looks at EasyVista’s core capabilities, strengths and weaknesses, plus go-to-market strategy and vendor reach.

Summary of Key Findings

Strengths Weaknesses
Simple yet powerful customer presentation layer Limitations on vendor implementation capacity
Comprehensive ITSM functionality – good Service Catalog capability May need to develop more/new capabilities and project services for larger enterprise clients
Cradle to grave Asset Management – extensive financial capability Recent core focus on US has slightly hindered UK presence to date behind, however we understand that this is being addressed
Intuitive user-friendly workflow – NEO capability for tech-free design and admin Reporting capabilities and templates could be improved
Strong multi-language offerings
Impressive recent financial growth


Overall EasyVista has a very strong product-set in the ITSM market.With a long pedigree, since 1988, as a mid-market vendor, with focus in some key geographical markets, EasyVista is now broadening its appeal and reach across wider global markets and is also becoming more tuned to enterprise organizations needs.

This is having some success with a number of recent wins over ServiceNow and Cherwell Software, who they view as main competitors. As is the case with these companies, EasyVista is also winning new business from legacy CA/HP/BMC sites with its modern, agile, user-friendly, and user-configurable approach and (web-based) product set; as well as competitive costing and minimized cost of upgrade path.

The product-set aims to provide a comprehensive, yet simple and intuitive interface for build and maintenance, reducing the time to implement and also the cost and skill level required for ongoing tailoring and configuration. A key concept is the simplified ‘presentation layer’, which effectively provides a simple and business-focused interface to allow user organisations to focus on business objectives and not be side-tracked by infrastructure and technical details and data. This also supports the approach that allows the underlying infrastructure and services details to change without impacting the presentation layer – i.e. the User Interface and outputs. EasyVista’s pitch aims to support the idea that the tool helps to reduce complexity around IT and ITSM delivery – by linking ‘Service Management with Content Management’ – so that all sources are presented/rendered consistently.

As an ITSM tool it has a full set of Service Management capabilities available, delivered in ‘standard’ tabular formats (i.e. process functions as expected for ITSM/ITIL processes and lifecycle) with the ability to make changes easily and without technical skills/support.The core Incident, Problem and Change processes are presented in a clean and simple format with the ability to use multiple layers of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) as required – e.g. for tracking, OLAs can be easily nested and tracked within a wider SLA. The Service Catalog functionality is extensive and compares well with other product offerings, featuring some straightforward and effective features like graphical displays of linked services, parent/child service ‘bundles’, and simple logical links to all other ITSM functions.

The asset and configuration elements of the toolset are also key features with function-rich capabilities around asset tracking and financial management (e.g. insurance values, residual value, depreciation etc). This includes an end-to-end approach with the ability to create orders and pick from stock as part of the asset lifecycle. Whilst this functionality has been around for many years in large enterprise products, it is encouraging to see this level of detail and control being made available from a mid-size vendor and product – with a modern, simplified and connected (social) interface.


Discussion threads offer social capabilities that can be used effectively for approvals – e.g. for Change Advisory Boards (CABs) – and are a useful and social way to communicate (like a Facebook wall) and contribute to incidents and other events – i.e. beyond those simply on the escalation path. This can also be used for knowledge sharing and also to present real-time knowledge content within incidents. The ‘NEO’ function provides advanced capabilities without the need for technical skills, and is based on a graphical interface for workflow, forms design, tables, and field and screen creation that is simple to administer – i.e. using drag and drop. Development of the presentation layer for IT or departmental customers is supported by the NEO capability. EasyVista has built a range of widgets, such as charts, navigation, dashboard components, and HTML widgets, as well as provided access to a range of other web widgets from the likes of Google, Twitter etc. These widgets can be used to easily build Service Apps like CIO dashboards or Service Catalogs, enhancing functionality and integration of processes.

Reporting and monitoring are available with user-defined dashboards – i.e. that can include standard widgets as already mentioned. This could be further developed to provide more pre-canned templates and standards offerings to clients. EasyVista has strong language capabilities with 12 core languages available across a single meta-data structure – therefore global implementation can be effective across a single platform. EasyVista also provides a robust network of data centers across EMEA, the US and Singapore to provide continuous business continuity. There is also an extensive and effective global knowledge community sharing product information and guidance.

Languages available:

  • Bosnian
  • Brasilian
  • Catalan
  • Chinese (Traditional)
  • Chinese (Simplified)
  • Dutch
  • English (UK)
  • English (US)
  • French
  • German
  • Italian
  • Polish
  • Portugeze
  • Spanish

The vendor is expanding and recruiting to support its current growth and sales success. This is part of a continuing development plan to consolidate and build on an improving market position, and challenging enterprise vendors on price and flexibility, whilst still offering a full set of functionality plus innovation in the product that has been built as a native cloud-based system.

Revenues have grown from $11.5M (2010) to over $20M in 2013, with recurring revenue accounting for over 70% due to its SaaS customer base. The stock price has accordingly quadrupled (from $10.00 to $40.00) over the last year.

The vendor has been operating in the mid-market for several years and is now successfully engaging more with the enterprise market, where there may be more requirements from customers to deliver project and consultancy-based services. At present EasyVista have a global network of (40) implementation partners – with a majority of sales being made direct (95% direct in US, 50% direct in EMEA). Corporate resources are therefore focused on development, and sales and marketing, and less on implementation – this may need to be revised with more demanding enterprise-sized customers.

The challenges for EasyVista are in maintaining its focus on innovation, quality installations and client success, whilst also growing its market share and delivering successful implementations in new vertical and horizontal markets. This is recognized by the company with a recruitment programme and a renewed growth plan in the UK, which was consciously left alone some years ago when the focus was on building market share in the US and continental Europe. At that time the UK ITSM market was seen as stagnant, but there is now renewed interest in this market for replacement solutions following new innovations and the impact of disruptive (Cloud/SAAS) commercial models. EasyVista were left exposed in the UK and are now working to recoup some position in this market – however in future there may be issues in other areas if resources are stretched across multiple geographical markets and levels of the IT/ITSM market.

Delivery of sales message (which is seen to be good) and the ability to deliver to a new market area (enterprise) are also seen as major challenges – along with the ability to consolidate and maintain growth. The product set is comprehensive and possibly complex at first sight, therefore the ITSM Review recommends that EasyVista aligns its message (simplicity and business focus) with its overall presentation of the modules and areas of the product. The three product areas – Service Manager, Service Apps and Click2Get – plus the Neo function, sit over the ITSM modules with different pricing structures and this can initially look at odds with the company’s ‘simplify IT’ message, although we understand the pricing is very competitive. Whilst there are some corporate and delivery challenges, the product provides a comprehensive solution, is well positioned, and the pitch plays well to a market hungry for savings, simplicity and new ways of working.

On a comparative level with the upper mid-market and also at an enterprise level, the product-set has good functionality and offers innovation and a user-friendly operation. Development has been applied to the use and usability of the product and this should reduce the need for extensive consulting and implementation services. However there is always a need for implementation guidance and support for less-mature organisations. This is a gap and opportunity for EasyVista to provide more value-added services to support these clients’ implementations.

Overall, EasyVista is an excellent offering for customers/buyers who are mature, know what they want from ITSM (particularly in some key areas like Service Catalog and Asset Management), and are able to implement this mostly themselves.


Key Capabilities

EasyVista is an integrated solution that covers IT Service and Asset Management. The modules provided are:

  • Service Operation: Incident, Problem, Service Request and Event Management. This module addresses core service desk functionality.
  • Service Transition: Change, Knowledge and Release Management. This addresses the ability to manage the entire lifecycle of Change records and how they relate to Releases in the CMDB. Additionally the knowledgebase is managed in this module allowing the management and subsequent publication of knowledge articles to technical and non-technical users.
  • Service Strategy: Financial areas such as Budget Planning/Control, Procurement, Charge Back, IT Costing etc. are provided by this module allowing customers to have fiscal control over all aspects of IT delivery.
  • Service Design: The management of SLAs/OLAs, Continuity Plans, Availability Targets, Catalog content etc. is managed in this module, providing the ability to create and manage all of these aspects ‘codelessly’ and quickly.
  • Asset Management: provides full financial lifecycle Asset Management for all assets as part of the core solution. This includes all aspects of Asset Management including request, order, delivery, contract, budget, loan, repair, depreciation etc.
  • Extended CMDB: The extended CMDB module provides a fully graphical interface for viewing and analyzing the relationships between CIs and ultimately assessing impact.
  • Business Relationship Management: This covers the areas of Self-Service Portal, Social IT, and Mobility, allowing customers to interact with all product areas in a variety of different ways.
  • Continual Service Improvement: A built-in, proprietary reporting engine providing Analytics, Dashboards, and Standard Reporting.
  • Business Process Management: Automated Workflow Engine, Business Rules Engine, and pre-defined Business Wizard Accelerators. These areas allow customers to build their own processes, automate workflow, and streamline their day-to-day tasks with no coding required.

These functions are presented in tabular form and generally follow the ITIL v3 lifecycle structure. The building of forms and functions (events, escalations, SLAs, validation approvals etc.) into processes can be done simply using a consistent graphical workflow tool – this can incorporate (e.g. Google) ‘widgets’ as required and can also simply be amended using ‘drag and drop’ functionality. As such, creation of ‘standard’ ITSM processes is simple, intuitive and extensive, based on a turnkey set of processes in the product-set – i.e. capable of delivering to a high level of complexity and detailed functionality for SME and enterprise requirements.

Key functions observed:

Incident Management – extensive, flexible form creation, escalations, tracking and filters, user-defined workflow, and knowledge integration.

Problem Management – as above, plus integrated reporting.

Change Management – includes the ability to use ‘discussion threads’ to manage approvals via social-lie interfaces.

Service Catalog – comprehensive functionality, well-presented multi-view and graphical representation of services and CMDB links. Good use of service ‘bundle’ approach – i.e. grouping of components together to build supply chain of IT services.

Service Level Management – extensive and capable of managing multiple levels of SLA, availability of services etc., plus ability to manage and track nested OLA timeframes within SLAs.

Asset Management – high level of specification and capability, particularly around financial management, depreciation, residual value etc.

Knowledge Management – using ‘widget’ plug-ins can bring a variety of options for presenting and managing associated knowledge articles.

Reporting – dashboards shown with the potential for extended functionality and flexibility. Vendor could develop more ‘templated’ report and dashboard content to enhance presentation.

Go-to-market Strategy

EasyVista’s sweet spot target clients:

Staff 2,000 – 20,000
IT Staff 25 – 600
Nodes 10,000 – 200,000
IT Maturity Medium – High
Market level Mid/upper mid-market and Enterprise, some F500Vertical and horizontal – no sector focus
Challenges Cost, Total Cost of Ownership (TCO), global multi-language, need for flexibilty and ease of use

Regional focus:

  • Significant investment in the USA – Past 2 years has seen 100%+ growth per year
  • Continued expansion in EMEA – Past 2 years has seen 20% growth in a tough market
  • Tactical investment in APAC
  • Planned expansion and increased investment in the UK planned for late FY14

Channel Focus:

  • USA – 95% direct sales. 70% direct services and 30% through strategic partners.
  • EMEA – 50% direct and 50% indirect.
  • 40 fully accredited partners with 280 certified engineers worldwide.

Features delivered as part of the standard offering:

Service Manager, Asset Management, Service Apps and Click2Get are licensed independently. SaaS customers can obtain a product called myEasyVista, which is SaaS performance and administration portal – this is included in the SaaS subscription.

Service manager is sold with full functionality (all processes / and capabilities)

  • Incident Management
  • Problem Management
  • Availability Management
  • Service Asset and Configuration Management
  • IT Service Continuity Management
  • Service Catalog Management
  • Service Level Management
  • Service Portfolio Management
  • Request Fulfillment
  • Knowledge Management
  • Change Management
  • Asset Management

Licensing and Payments:

  • On premise = Concurrent
  • SaaS = Named or Concurrent

Range of project values for a typical installation:

  • SaaS: $75K/year – $300K/year
  • On Premise:  $100K – $500K

Annual maintenance and support cost:

  • 20% of On Premise software sale price.
  • 6 – 10 weeks average implementation time.

Key Reference Customers


Innovation, quality performance, integrity and teamwork – One Touch Direct is a premier call center service company and leader in developing customized direct marketing strategies. They specialize in developing integrated direct response marketing programs supported by state of the art call center services. OTD is based in North America, employs over 2000 team members and offers call center support in English, French and Spanish.


Domtar-Centralizing IT Worldwide – Domtar was founded in 1848 and has grown from a widely diversified organization to an industry leader focused on paper manufacturing. The 1990s and the early 2000s were years of significant expansion, including the acquisition of Ris Paper Company Inc. and Georgia Pacific paper mills.


Expro delivers a true global SaaS ITSM solution in weeks with EasyVista – Expro is a world leader in well flow management technologies with core and more specialized services assisting customers to measure, improve, control and process flow from their wells. Expro’s expertise extends across the lifecycle of a well, reinforcing their ability to help customers achieve their goals – from Exploration & Appraisal through to Abandonment. Expro operates in all the major hydrocarbon producing areas of the world, employing more than 5,000 people in 50 countries.

Case studies available from these customers.

Geographical Coverage

Direct Presence Geographical area:

  • USA
  • Canada
  • UK
  • France
  • Germany
  • Spain
  • Portugal
  • Italy

Vendor Profile – In their own words

“We recognize the IT landscape we live in and therefore the ITSM requirement to our customers has radically changed. ITSM is no longer just about looking after the employees IT equipment and services, but also about how IT can build non-IT centric services and applications that improve your employee and business unit’s function, efficiency and service to the ultimate end customer.

Today’s ITSM challenge comes from these two ‘customer needs’ but also, the fundamental shift in the way we build IT. The number of systems we use directly or indirectly to transact business with our customers is x50 higher than it was just 3 years ago. All of this data and all of the new communication channels needs to be harnessed and coordinated to provide Service and SupportYet the current platforms that provide the service and support were built for a different age. They may support social, cloud and business analytics – but the hard way. Hard wired, ridged and very costly to administer, change and integrate.

IT is now at a pivotal moment in its corporate career. One that could transform the organization and make rock-stars out of IT leadership. The days of big, highly integrated, proprietary and complex platforms are dead. We live in the age of the web. The next generation of service and support will harness web architectures and services into a harmonious and dynamic service.

We would like to introduce you to a New Way. The Easy Way.

  • An Agile Web Service and Support Customer User Interface Engine.
  • An Agile Web Service and Support Workflow Engine.
  • An Agile Web Service and Support Asset Management Engine.
  • An Agile Web Service and Support Integration Engine.
  • With ‘Dynamic Orchestration’ – Not manual hard wired integration.

All codeless, and all joined up.”


Further resources

Contact details

Phone: +1 (888) EZV ITSM




Strengths Weaknesses
Simple yet powerful customer presentation layer Limitations on vendor implementation capacity
Comprehensive ITSM functionality – good Service Catalog capability May need to develop more/new capabilities and project services for larger enterprise clients
Cradle to grave Asset Management – extensive financial capability Recent core focus on US has slightly hindered UK presence to date behind, however we understand that this is being addressed
Intuitive user-friendly workflow – NEO capability for tech-free design and admin Reporting capabilities and templates could be improved
Strong multi-language offerings
Impressive recent financial growth

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.

Review: TOPdesk for Change, Configuration and Release

Logo TOPdesk Service Management Simplified CMYKTOPdesk

This independent review is part of our Change, Configuration and Release Review.

Executive Summary

Elevator Pitch TOPdesk 5 is a visually pleasing and easy to navigate tool.TOPdesk’s modular structure accommodates a wide range of requirements from different-sized organisations. All products include extensive reporting options, clear overviews and a handy Plan Board for planning resources.Web-based hosted as a service, or on-site Service Management software, TOPdesk has made the transition from IT into Facilities Management and HR.
  • Tabbed working (ability to have more than one active record open at a time)
  • Attractive GUI which helps make the product simple to use and requires no coding experience
  • Form Designer is only available to customers in the Enterprise version
  • No drag and drop capability on change/release calendar
  • Blackout and maintenance windows not created against Configuration Item (CI) or Service but instead in the Event and Actions module
Primary Market Focus Based on the information provided, TOPdesk markets to organisations ranging from small (-100 users) to very large, multi-national companies (10,000+ users)

Commercial Summary

Vendor TOPdesk
Product TOPdesk
Version reviewed 5
Date of version release 2012
Year founded 1993
Customers 4,000+
Pricing structure The licensing structure is based on the number of end users that the customer wishes to support with the software. This structure allows customers to have an unlimited number of agents, operators and technicians working on the tickets themselves.Both on-premise installations and SaaS options, hosted by TOPdesk, are available.
Competitive differentiators
  • Shared Service Management and One-Stop-Shop application integrates multiple support processes into a unified system, which can be used by multiple departments either coupled with IT or independently within the business
  • Licensing structure is based on the number of end users rather than operators
  • Comprehensive and modular solution that allows customers to add new processes as they grow

Independent Review

With a modern and attractive interface TOPdesk 5 will likely appeal to the wider business, as well as IT, due to its differing from the usual use of the Windows Explorer-style in favour of a more intuitive GUI.  Whilst most ITSM tool vendors are now looking at ways to enable the integration of their tools outside of IT, in my opinion TOPdesk has been involved in leading the way in a shift towards Enterprise Service Management (ESM).

Our impression of the tool is that the Enterprise edition would be suitable for organisations with a basic to moderate maturity of change/release process with low to medium volume.  The choice to create actions in the Event and Alert module to notify of blackout and maintenance windows after the change has been requested, seems like an afterthought, and is the primary reason why we would not recommend the tool to organisations with a high maturity of change/release.

Without Form Designer, which lets you design your own forms ensuring you gather the correct information, the Professional edition lacks, what we believe, should be basic functionality. However, the processes link well together and the GUI is intuitive, with the ability to create new changes etc. from most areas without the need to navigate away from the current page.

In ITSM Review’s opinion, TOPdesk 5 is a solid ITSM tool, but unfortunately change and release is not its strongest area.  Our recommendation to TOPdesk would be to add Form Designer to its basic offering and to make a few changes to the change calendar (such as: creation of changes from calendar view and drag and drop of change requests) as well as to revise how maintenance and blackout windows function in all editions. This would then ensure that the tool is better suited to organisations with more complex change/release requirements.


As with a number of other tools included in this review, TOPdesk 5 combines release with change and the Project Management module (available to Enterprise customers) can also be used to plan releases.

TOPdesk has two offerings: Professional (basic) and Enterprise (standard). The Professional package allows customers to choose the modules, functions and processes that they require, paying only for what they need but with the flexibility to add new processes as they grow. However, as not all modules are available in Professional, should you wish to implement telephony integration, log or update calls on the go, or run surveys for continuous improvement then you will need to upgrade to the Enterprise offering.

TOPdesk states that Change, Configuration and Release are offered as part its Enterprise package. However for potential customers investigating capabilities, we feel that the website lacks clarity as to the inclusion of Configuration and Release as part of its offering. Furthermore, in our opinion little information is provided as to what functionalities can be included as part of the Professional package. It is therefore our recommendation that potential customers contact TOPdesk directly to discussion their Change, Configuration and Release requirements.


As with the other processes in TOPdesk 5, change is easy to access from every screen.  The change record can be linked from incidents, problems, known errors etc. and provides a very good overview of the history of the issue. Change workflow can be configured to create a variety of change types dependent upon the processes an individual organisation has set up.

Configurable dashboards make change management easy to monitor with various widgets available to show you the relevant information you need, such as all current changes awaiting approval etc.  Dashboards can be set on a role-by-role basis giving an “at a glance” view to workload.

Although there are no change templates available out-of-the-box, TOPdesk states that these can be easily created by the customer and copied.

If your role requires you to wear more than one hat i.e. not just Change Manager, then TOPdesk 5 could be useful to you.  TOPdesk 5 has tabbed working that means that you can work on other areas (such as raising an incident) even if you are in the middle of creating a long and complicated change.  This is something that we personally feel is missing from a lot of tools in the market offering Change, Configuration and Release, and is an extremely useful component not just in change but all aspects of working in a busy IT department.


For discovery and inventory within TOPdesk you can either use the additional network scanning tool “TOPsis” or integrate with a third party application.  There is also a Barcode scanner module available to Enterprise customers, which enables you to scan a room and attach labels to an item or object, with all relevant data being sent to directly to TOPdesk.

CI forms are fully configurable within Form Designer . The Form Designer allows customers to design forms for calls and requests for change, enabling them to determine which information must be filled in. Whilst Form Designer is part of the Enterprise package, we were surprised to find that this basic functionality is not included as part of the Professional edition. With many other tools containing similar functionality to Form Designer as part of their basic offerings we believe that TOPdesk needs to revisit its decision to not include Form Designer as part of its basic package.

The links wizard allows CI’s to be linked to changes, incidents etc. and each CI has a tab showing a trail of all operation changes.  It is possible within this tab to access all linked records by double clicking or single clicking for a quick overview.


Although TOPdesk 5 does not have the most basic of change calendars it’s not the most advanced either.

Creating blackout and maintenance windows is not as straightforward as it could be.  Rather than creating a window against a CI or a Service that would show on the calendar, these need to be created within the Events and Actions module (available in all versions), which triggers an email after submission dependant upon the parameters set.  We don’t think that it would be an inconvenience if you could go straight to the calendar, check the dates and then create the change from there, but unfortunately this is also not possible.

We feel that were we customers of TOPdesk, we would be frustrated by the toing and froing required to check dates and create requests.

There is also no drag & drop capability for changes on the calendar.  This is certainly by no means a deal breaker, but in the interest of making life as easy as possible for the user this is a possible enhancement TOPdesk could make in the future.


Multiple activities can be created within a change, with different tasks involved that have specific time constraints.

Approvers and evaluators of changes can be person or role based.  There are fully customisable drag and drop workflow approval paths, which can be as simple or as complex as your organisation requires with the option for single and CAB approval.

Notifications or emails are automatically sent to approvers with details of the change request and these can be responded to via email or within the tool itself.

In Summary

If you are a purely reactive IT organisation, of basic to moderate maturity, with a low to medium number of change requests, then the Enterprise offering of TOPdesk 5 would be a suitable candidate for your organisation.

In Their Own Words:

TOPdesk develops ITIL-aligned Service Management Software for IT, Facilities Management, and eHRM helpdesks and is among the top five service management tools offered worldwide. Our award-winning solution, along with our ITIL verified consultants and outstanding customer support has helped over 4,000 unique customers to process questions, complaints and malfunctions. With over 20 years of service management experience, we have assisted businesses, to optimize their services with our 100% web-based and user-friendly application. TOPdesk’s modular structure accommodates a wide range of requirements from different sized organisations. TOPdesk can be hosted as a Service or can be installed on-site. All products include: extensive reporting options, clear overviews and a handy Plan Board for planning your resources. Every day, millions of users across 47 countries trust in TOPdesk as their service management solution. Raising your service levels and reducing your workload and costs have never been easier.


This independent review is part of our Change, Configuration and Release Review.

Review: ITinvolve for Change, Configuration and Release [BEST IN CLASS]


This independent review is part of our Change, Configuration and Release Review.

Executive Summary

Elevator Pitch ITinvolve Service Manager is a progressive and ambitious product.Uniquely combining knowledge capture, analysis, and social collaboration, Service Manager proactively delivers timely and relevant information whenever needed.  The solution greatly reduces the burden on staff and ensures risk can be quickly and accurately assessed.Saas based, Service Manager is licenced per user with an additional annual cost for the platform.
  • Advanced and proactive delivery of knowledge
  • Dynamic identification, analysis and engagement of changes
  • Key settings can be recorded against individual items/objects and are immediately obvious from all areas of the application
  • No drag and drop or create functionality from within the calendar
Primary Market Focus Based on the information provided, ITinvolve primarily targets the medium to enterprise market

Commercial Summary

Vendor ITinvolve
Product ITinvolve Service Manager
Version reviewed Winter ‘14
Date of version Release December 2013
Year Founded 2011
Customers 8 current customers using ITinvolve Service Manager
Pricing Structure The licencing structure is based on IT users, Business users, i.e. approvers, and Portal users with pricing set accordingly. Service Manager is SaaS-based.
Competitive Differentiators
  • Comprehensive understanding of not only configuration dependencies but also compliance and key settings
  • Dynamic identification and engagement of all relevant change stakeholders with facilitated collaboration and risk assessment prior to formal change approval workflows
  • Knowledge is proactively delivered to IT staff in the context of the change/release being created/worked on

Independent Review

ITinvolve seem to be heading in a slightly different direction to the other vendors in this Change, Configuration and Release review, which is refreshing to see. With emphasis for the other vendors being on broadening the scope into the wider business (outside IT), ITinvolve’s “Agility Application” is focusing on its use within IT and concentrating on helping to take the hard work out of capturing undocumented information, the “collective wisdom” – known by some but not easily accessible by all.

This product is far more dynamic than any of the others in this review and hits the knowledge management angle far harder than anyone else.  If our experience within IT has taught us anything it’s that you can have the best quality knowledge documented but if it’s not immediately available to you it’s not very useful. Ensuring that intelligence is not just recorded, but is immediately accessible to those that need it, as and when they need it, without the need to search through hordes of documentation is key to mature and successful ITSM.  With knowledge management nailed everything else seems infinitely easier and more straightforward.

Change, Configuration and Release work smoothly and effectively in this product.  The collaboration component and Key Settings establish a clear understanding of the needs of the IT department. In my view, doing both these two things exceptionally well, as ITinvolve Service Manager does, supports and benefits all other processes within the product.

In ITSM Review’s opinion ITinvolve Service Manager (hereafter referred to as “Service Manager”) would be suitable for organisation of all sizes, especially the more “forward-thinking market” looking to bring a more proactive way of distributing knowledge to the right audience in order to reduce risk and speed time to execution for change, configuration and release activities.


As with other tools in this review, release and changes are both created from within the change area of the tool, but with the difference here being that ITinvolve also handles releases as individual change items within a change record rather than just as a change.

Service Manager is built on the Salesforce1 platform and leverages the APIs, data integration facilities, and connectors available to integrate with third party systems such as discovery tools, CMDBs, systems management tools, etc.


Service Manager supports pre-approved, normal and emergency change with the facility to configure these to your organisational needs.

The interesting thing about the way Service Manager works compared to other tools is that it gives interested parties a chance to weigh in on change requests before they go to the approval stage.  Proactive identification, analysis and engagement of changes ensures that everyone that needs consulting is consulted – avoiding the all to common “loop” where changes are brought forward to the CAB only to be pushed back for further analysis.

Service Manager is built with collaboration capabilities throughout, including the ability to follow particular items (which ITinvolve calls objects) such as applications, policies, and infrastructure components if you have a vested interest in them. Users can build a perspective (think of a “hot” Visio diagram) that includes all the objects valuable to their role rather than having to filter through information. This, in turn, enables the ITinvolve application to recommend the relevant experts to change planners for change, configuration and release activities.

These stakeholders are then able to collaborate virtually with one another on the change, adding or removing associations with other objects and engaging other stakeholders as necessary. The visual impact analysis is continuously updated during this activity, helping collaborators to easily see potential upstream and downstream impacts.

Additionally, any key setting information, policy information, or relevant knowledge objects/articles are inherited to the change for the objects associated, ensuring that all stakeholders have advanced access to the information they need to assess the change accurately and quickly without having to hunt for information.

Key settings for an object are able to be recorded and shown in the Activity Stream, as an icon within the Impact Analysis and within the Impact Factors tab, ensuring that important intelligence does not have to be hunted for and should never be missed.

This is by far the most agile and proactive change and release (as this is bundled also) product that we have reviewed so far.


Service Manager supports a variety of integrations to leverage existing discovery and asset management data, but does not directly provide auto-discovery itself.  Objects in Service Manager support common attributes found in inventory control, asset management tools and barcode scanners making synchronization frictionless and consistent.

All automated updates to objects are written into the Activity Stream and followers of the object are updated immediately and are able to review, validate and correct revised information.  This creates a continuous mechanism for verification between expected and actual configuration avoiding the configuration inaccuracy challenges so common in CMDB implementations.

Service Manager supports a visual model of relationship mapping between objects including business services, applications, servers, databases, networking devices, policies, knowledge, etc., and also support custom objects.  Service Manager’s Impact Analysis not only shows which objects, services etc. are relative to one another, but utilizes badges to also show where changes and issues may be in effect for specific objects, as well as any key settings or information that you may need to be aware of.

What ITSM Review likes most about Service Manager is that you don’t have to go searching for relevant information.  Although there are times when you will want to manually attach information to an object, Service Manager does so intelligently without the need to perform extra steps or leave the screen you are on and go to a different area of the product.


The ability to set change/release blackouts/maintenance periods against individual objects as well as records that contain multiple objects, provides the opportunity to manage changes from a macro-level to a meticulous calendar ensuring that a change/release is only able to be requested for time periods that have been pre-approved.

One thing that we were surprised to find is that there is no drag and drop or create-from calendar ability within Service Manager.  Although this is not vital, it’s absence seemed a bit surprising given the other functionality contained. However this is functionality that ITinvolve states is on its roadmap for a future release.


Once the change requester has performed an initial association of objects, including the business impact for the associated objects, relevant stakeholders are automatically identified based on those individuals, or groups that have included one or more of those objects in their perspectives (mentioned earlier within Change section).

Potential upstream and downstream impacts are visually represented ensuring that those stakeholders can easily spot any potential areas of concern.  Stakeholders are able to collaborate virtually with one another on the change, adding and removing associations with other objects and engaging other potentially interested parties, including business stakeholders as necessary. This “extra step” actually streamlines change approvals enabling greater change velocity.

Change and release approvals can be set to individuals or teams on a one/majority/percentage etc. must approve basis, e.g. a high risk change/release requires 100% agreement from all stakeholders before approval is granted. Escalations are also automated based on lack of stakeholder response within define timeframes.

Approvals, the same as all activities within the product, are documented and in effect creates a public audit that can be questioned, crowd sourced and peer reviewed.

In Summary

Despite the one noted absence of drag and drop and create option functionality from within the calendar, regardless of the size of your organisation, we strongly believe that you can’t go wrong with considering ITinvolve Service Manager as your ITSM tool for Change, Configuration and Release.

In Their Own Words:

ITinvolve Service Manager transforms IT Service Management (ITSM) with a unique, breakthrough approach.

Cloud computing, virtualization, and BYOD are making greater demands on traditional service management tools and processes. Unfortunately, commoditized service desk tools offer little more than ticketing and more “enterprise class” products are process-heavy and difficult to configure. What’s more, the collaboration capabilities they contain are afterthoughts at best and lack the context required for effective engagement.

ITinvolve challenges this status quo.

Product Highlights:

  • Provides a unified self-service portal for incidents, requests, and help information
  • Supports ITIL processes for incident, problem, change, and request management
  • Brings valuable, but scattered, IT knowledge and data together in one place – displaying it visually
  • Captures undocumented, expert tribal knowledge through easy-to-use social collaboration
  • Ensures teams have a trusted, complete, and accurate foundation for rapid decision making and risk analysis


This independent review is part of our Change, Configuration and Release Review.

Review: Cherwell for Change, Configuration and Release

logo_cherwell-softwareCherwell Service Management

This independent review is part of our Change, Configuration and Release Review.

Executive Summary

Elevator Pitch Cherwell Service Management® is a functionality-rich and user friendly tool.

The flexibility of Cherwell Service Management allows customers to automate existing change and configuration processes without the need to compromise the status quo to fit around the tool.

With Cherwell Choice™ concurrent licensing and flexible hosting model, you can choose what works best for your business — Pay-as-you-go or perpetual license, Hosted on-premise, by Cherwell or by a third party.

  • Offers multiple ways to achieve the same outcome (e.g. creating a change request) meaning that users can work whichever way best suits them and their requirements
  • Mature change calendar with drag and drop functionality and ability to create changes direct from the calendar view
  • Robust collision detection
  • Requires experience and an increased investment in time to implement release management if your existing process is complex
Primary Market Focus Based on the information provided, Cherwell Service Management is primarily a mid-market solution with the ability to be scaled-up to enterprise class organisations

Commercial Summary

Vendor Cherwell Software
Product Cherwell Service Management
Version reviewed 4.6
Date of version Release November 2013
Year Founded 2004
Customers 600+ ITSM customers worldwide
Pricing Structure Fully inclusive concurrent user usage for both perpetual and SaaS licensing models
Competitive Differentiators
  • Fully integrated management processes that are 100% configurable against an organisation’s current and future service request models, without the need to write a single line of code via programming or scripting services
  • Integrated Platform as a Service (PaaS) technology to empower users to easily develop and deliver integrated business services offerings
  • Quick, easy, and seamless system upgrades, as well as low cost of ownership for on-going system management overheads

Independent Review

Cherwell Service Management® (hereafter referred to as “CSM”) is a tool that is a relatively straightforward to use. This is not because there is only one way to achieve a particular outcome but rather that there are many ways to achieve the same goal – with the ability to choose the one that better suits your style of working, rather than having to tailor around the tool.

Cherwell admits that previously it has tried to be “everything to everyone” but that it is now working to better provide for its target audience.  With Change, Configuration and Release Management generally being somewhat “hit and miss” amongst vendors, CSM is a well-rounded tool that manages to be both straightforward and robust enough for all but the most complicated of change and release processes.

In ITSM Review’s opinion, CSM would be suitable for all types and sizes of organisations, except for those that already have a heavy and complex release management process in place.  Whilst we believe that it is possible to successfully configure CSM to meet more complex release needs (such as these), given the time, energy and expertise required to do so, it is likely that that an alternative tool would be a better fit for your organization.

For the vast majority of organisations, we believe that CSM has all the functionality required to compliment your change, release and configuration processes to operate an efficient and successful management service.

In our opinion, CSM looks marginally older fashioned than its rivals in this group test, but what it lacks in style, it makes up for in operation.  Easy to navigate, with all the functionality that anyone other than the most demanding release connoisseur could ever need, we see this tool as being a welcome addition to many IT organisations.


Release and changes are both created from within the change area of the tool.  Although CSM change management has solid out-of-the box functionality, which is easy to implement and is suitable for any organisation, release management almost always needs configuration by the customer.

This having been said, CSM states that it prides itself on being highly configurable without requiring scripting know-how, and we can see how with a little time and perseverance even someone brand new to the tool, like ITSM Review for example, could create a perfectly adequate, although basic, release management process with CSM.  However, if your existing release management mechanism is complex and entrenched then implementation will require a little more time and experience to ensure success.


Changes are broken down into three types;

  • Emergency
  • Standard (repeatable)
  • Normal

Each change type has it’s own thread to follow and contains templates that can be configured and set for pre-approval.

Normal changes follow a step-by-step form designed to ensure that no area is missed with the added bonus of an expanded view that shows all steps in one go.  This feature would be especially useful to newcomers or occasional change coordinators who are unsure of all the information required for a change to be submitted.  The expanded feature is only available in Read Only to ensure that all steps are completed.

When creating a change, the Risk Impact is dynamically updated by the ticking and un-ticking of certain pre-defined (and customisable) check boxes.  The priority is then easy to identify from a table that shows the impact vs. urgency.

Where more than one undertaking is required during a change, tasks can be created to divide work and responsibility.  Tasks can be set to run concurrently or once the previous task is completed depending upon configuration, which is again customisable. For more complex changes, the ITPT (IT Project Tracking) can be used.  Resources for Tasks (as with Approvers) can either be individuals, teams or expression-based. Expression-based refers to individuals who, for example, are responsible for a specific Configuration Item (CI) (this would change based on which CI was being changed).

Time limits can be set on tasks with the ability for notifications to be sent via e-mail, Dashboards, RSS Feeds or mobile devices.

Changes can be bundled into a release for deployment together.  Although these bundled changes may not aggregate a release in the strictest sense, this option is a good one as for the vast majority of organisations, there is no real need for a separate area for this functionality.


For discovery and inventory within CSM, you can either use the internal tool or integrate with a third-party application such as SCCM, Altiris, Express Metrics etc. Via OLEDB/ODBC drivers, SQL views, web services or the API.

Whenever a CI is introduced into the CMDB, a snapshot is taken of the CI, and from that point, any changes made to it are noted in the Baseline Changes Tab.

CI forms, like the rest of the tool, are highly configurable with the ability to set fields as mandatory, read-only etc., as you would expect.  CIs are easily filterable and easy to locate from within other areas of the system.

CSM has a mature impact analysis tool, which shows a graphical representation of CIs, Services AND Users with the ability to click-through on each type to see historical changes, problems and incidents. Many IT organisations only have a vague idea of what could adversely be affected by changes – if you are one of these organisations we feel that a demonstration of CSM will likely give you hope that it is possible to create a change in complete confidence that everything will not fall down around your ears!


In our opinion, the change calendar is one of the most advanced calendars within this Change, Configuration and Release Management review.

There are unlimited maintenance and blackout windows that can be set, and the Collision Detection tool is able to intelligently suggest adjustments to proposed changes, such as escalation to Emergency change if it detects that the date is not within the maintenance window, or date change if the change falls during a blackout window.

The change calendar view is customisable by person, group or role (by admin) and contains a number of filters and sorting capabilities for even the most saturated of change environments.  If however you decide to use a calendar function external to Cherwell Service Management, (although we have no idea why you would want to) items in the calendar can be exported in iCal or vCal format and can be automated using one-step automation actions.

Functionality that ITSM Review especially likes is the ability to create a change from within the calendar and also “drag and drop” changes to another date.

What never ceases to amaze us is the amount of change processes that make life so complicated for change manager’s/coordinator’s etc., which means that they spend more time requesting changes than actually doing them.  Although Cherwell can do nothing about your specific process implemented within your organization, it has at least made it such that CSM is no longer a further hindrance.

One size does not fit all with ITSM tools, and being able to do the same things several ways suggests to me that Cherwell is more about fitting the tool around the people and process than vice versa.


As mentioned with Tasks, Approvers can either be individuals, teams or expression-based, and time limits can be set with approvals being able to be sent via e-mail or by logging into the tool (including on mobile devices).

The approval matrix can be set to a straight Yes/No response or a percentage response option giving approvers the ability to accept, decline or abstain the request.

Depending on your personal set up, approvals can go to backup approvers or auto decline etc. In the event that there is no response by the end of the time specified.  Using workflow in CSM approvals provides infinite possibilities with even the most complicated approval process feasible.

All requested approvals are stored in the database and can be viewed via a report on the dashboard.

In Summary

Unless you are an organisation with advanced or complex release management requirements, we highly recommend that you consider Cherwell Service Management as your tool of choice.

In Their Own Words:

Cherwell Software is one of the fastest growing IT service management software providers. It began with simple goals: to make service desk software it would want to use and to do business honestly, putting customers first. Cherwell Software is passionate about customer care and is dedicated to creating “innovative technology built upon yesterday values.”

The company has  corporate headquarters in Colorado Springs, CO, U.S.A. and EMEA headquarters in Swindon,  U.K. A global team of dedicated employees and expert partners who appreciate the technology – but love customers – serve in North America, South America, Asia and Australia. Cherwell Software  received the 2013 SDI Best Vendor for Customer Service  award.

Cherwell’s flagship product, Cherwell Service Management®, delivers an innovative, award-winning and holistic approach to service management, allowing IT and support departments to align with organisation strategy and to deliver maximum IT business value.  Cherwell Service Management is the affordable, easy-to-use, ITSM suite with maximum portability. With Cherwell ChoiceTM concurrent licensing and flexible hosting model, you can choose what works best for your business — SaaS or purchase, and hosted on-premises, hosted by Cherwell or hosted by a third party.


This independent review is part of our Change, Configuration and Release Review.

Review: Axios for Change, Configuration and Release


This independent review is part of our Change, Configuration and Release Review.

Executive Summary

Elevator Pitch Axios assyst is a solid, mature and well-rounded tool marketed towards organisation with 1,000+ end users.The functionality and design of assyst provides the ability to manage both simple and complex workflow processes to support the management of change and request.Available both as a SaaS solution and on premise – with concurrent and named licenses – assyst provides a flexible model to fit around your business.
  • Relationships between configuration items, services and users are clearly displayed via a visual impact explorer
  • Drag and drop calendar functionality
  • Easy to collaborate on changes etc., reducing the need for the use of external software
  • Requires experience and an increased investment in time to implement release management if your existing process is complex
Primary Market Focus Based on the information provided Axios assyst is exclusively used by large to very large organisations (circa 1000+ users)

Commercial Summary

Vendor Axios
Product assyst
Version reviewed V10.4
Date of version Release January 2014
Year Founded 1998
Customers 1,000+
Pricing Structure Available both as a SaaS solution and on premise, with concurrent and named licenses
Competitive Differentiators
  • All ITSM process integrated into one app – non-modular
  • Visual Impact Explorer provides clear graphical views of infrastructure and relevant relationships
  • Drag and drop change/release process design

Independent Review

Axios assyst (hereafter referred to as “assyst”) is an extremely mature and well-rounded tool, which covers the larger end of the ITSM market, i.e. 1,000+ users.  Requiring no development or programming know-how, users of assyst are able to use the templates and workflows to tailor the system to their organisational needs with minimal training.

Axios boasts that it has 18+ years experience of service management experience in the wider business, not just in IT, and as a result is in a better position to cater to the expanding market of Enterprise Service Management.  However, although I would agree that assyst is capable of catering to this market, I feel that the look and feel would be less conducive to the wider business than in some of the other tools featured in this Change, Configuration and Release Review. It is my opinion that assyst currently looks like an IT tool trying to expand into other areas, rather than a tool that can already sufficiently work outside of IT and would benefit from some superficial user experience enhancements to make it less IT department centric

My overall impression of the tool is that assyst would be suitable for large (1,000 – 9,999 users) to very large organisations (10,000+ users) with moderate to mature change processes in place.  Release will take these organisations additional time and manpower to configure due to the need to modify change to resemble your release process, however, provided that this is not too complex, this should be fairly painless and relatively straight forward to implement.

If you are looking for a solid tool that interacts well with other processes (such as Incident and Problem Management), and gives a clear graphical view of your infrastructure for risk assessment, then provided that you are part of an organisation with 1,000+ users, I believe that assyst would be a strong candidate for your consideration.  Whilst assyst could certainly be considered by smaller organisations, I feel that cost may be prohibitive.


assyst performs release via the change area of the tool.  A change form can be used to record the release details and is categorised as a ‘Major Release’ or ‘Minor Release’, with these categories being fully customisable.

assyst contains a number of standard release processes that can be easily modified, together with a set of common stages, such as approval escalation based on monetary thresholds, which can be used to rapidly build custom release processes (Stage Library).  If your release process is uncomplicated then implementation of this mechanism should be fairly straightforward.

Forms within assyst are dynamic, which means that dependent upon which fields are selected, other areas will appear or disappear, thus tailoring the experience and making it easier to gain exactly the information you require.  I believe this advancement will make for a more positive interaction for the self-service customer.


assyst comes with a number of standard release processes that can be easily modified to suit an organisation’s individual needs.  These can be configured to provide analysts with the ability to select Change/Release templates, including pre-approved, from a pre-defined list.

assyst features a “visual impact explorer”, which provides clear graphical views (i.e., service-oriented, hierarchic, impacted users and peer-to-peer) of the infrastructure.  Clicking on an item, i.e. a server, will change the view to show all the relationships that will be affected by a change.  This is one particular feature that I can see being especially useful for organisations with complicated infrastructure, and use of it should greatly reduce the time spent on risk assessment.

As you would expect all Changes logged require a Category, an Impact / Urgency and a Service Department to be assigned to it for resolution.  Dependent upon the configuration of the change template and fields completed, the risk is calculated and set as either minor, major, or significant, and the proper Workflow is then initiated to match the risk level calculated.

The link types are fully configurable enabling customers to rename with terminology appropriate to their organisation and is particularly useful for widening the use of the tool into Enterprise Service Management and shows that the expanded use of the tool has been taken into consideration by Axios.

Pre-approved Change/Release templates are available for selection from a pre-defined list.  The template and workflow associated can be fully customized using the visual Process Manager.  Dependent upon set up, the Workflow Processor will automatically route the request to the appropriate staff for the relevant authorization, decision and fulfillment tasks to be completed.


assyst provides functionality to design and manage both simple and complex workflow processes to support the management of change and request. A workflow process is constructed from a series of stages, which are in turn constructed from a series of Tasks that can comprise of actions to be taken, authorizations and decisions.

Tasks are assigned dynamically based on information held within the CMDB by setting “Task Expressions”, and as a result authorisation can be advanced to a more senior employee if the cost of the change is above a certain threshold value.  The workflow engine manages the control of this process and is capable of handling multiple threads simultaneously.  This means that for standard requests, such as new starters, where several change requests could require processing, they can be run concurrently saving valuable time.

assyst allows each user to customise their view of the system which means that Dashboards and Reports can be tailored individually, permission allowing.


The change calendar is able to detect conflicts on a number of levels including blackout periods, maintenance windows or instances where more than one change is planned against the same item or system/service at the same time.

Changes can be dragged/right clicked to move to a more appropriate time, such as within a maintenance window.  Drag and drop functionality within the change calendar is extremely useful and something that I hope more vendors incorporate within their change management tool.


As with the rest of the tool, change management security is based on group and role permissions, access to which is dynamically allocated based on operation process roles set by the customer. assyst allows for the creation of multiple groups, for example CAB’s, and users can be associated to any number of these groups.

Individuals and groups can be assigned tasks within a change, due to assyst’s workflow capabilities, and the workflow process can be configured by the customer to include multiple stages and tasks. These can include any number of authorisations, approvals and decision stages, which can dynamically alter the flow of the process.

assyst is another tool that is applying collaboration within the solution, and change is certainly an area that can benefit from keeping communication in one place. Groups of users can create an online CAB meeting from the Change and invite other members to review changes, post comments and approvals without requiring tasks to be assigned to individuals.  I can see this being a well-used area especially with dispersed teams and CAB’s.

In Summary

assyst offers solid change, configuration and release functionality with strong risk assessment capabilities. I therefore believe that it is a good offering for both large and enterprise organisations with moderate to mature change processes in place.

In Their Own Words:

Axios was formed in 1988 with one single objective in mind – to deliver software that better enables Strategic IT Service Management (ITSM) initiatives for the professionals that deliver world-class IT services within their organizations daily.

With over 2 decades immersed in ITSM routed in ITIL and R&D investment in our software, we believe that we offer customers an unrivaled combination of product functionality, depth of understanding of ITSM and the ability to execute delivery of ITSM initiatives with customers with a world class Global Services organization. Our long-standing involvement also means that as ITIL has evolved, our solution has evolved and matured, allowing us to better support and enable organizations navigate the complexities of practical implementation of best practice to strategic, value driven ITSM.

The assyst product has been developed from inception as an ‘out of the box’ IT Service Management (ITSM) solution, fully compliant with the recognised PinkVERIFY / ITIL and BS15000 (now ISO 20000) philosophies for Service Management Best Practice.

assyst fully supports both ITIL V2 and ITIL V3. assyst is currently used by a number of customers to support IT governance initiatives (such as Sarbanes Oxley).


This independent review is part of our Change, Configuration and Release Review.

Case Study: Domtar decimate ITSM tool configuration costs with codeless


One of the first articles we published on the ITSM Review back in 2011 described the market shift from consulting-heavy customized ITSM projects to the simplicity of ‘configure it yourself’ SaaS based offerings, and in particular the significant change in cost structure (‘The ITSM Pricing Ouch-o-meter).

Agile ITSM

Once upon a time the ability of suppliers to ‘darken the skies’ with consultants was a competitive feature. Nowadays organizations want sufficient autonomy to do things themselves, if not the mentoring pathway to get them there.

This independence provides agility. Ultimately the goal is to empower IT teams to stop on a sixpence and duck and weave as the business sees fit. To dramatically shorten the protracted cycle of budgeting and planning long term consulting engagements to turn the tanker.

The IT department shouldn’t disappear into the basement for two years to build the next big thing, but should trickle out increments to ensure they are relevant, timely and valuable.

So far, so groovy. But what does all this newfound ITSM agility do to the bottom line?

Opening the corporate kimono

The case study below, commissioned by EasyVista, digs into the financial impact of moving to a more agile ITSM system. Thank you to Benoit and Bob at Domtar for being so candid and sharing their financial data.

Kudos also to EasyVista for the confidence in allowing us to publish this case study verbatim. The responses below, which I hope you will find to be balanced and honest, have not been edited by EasyVista or exposed to the usual PR polish.

The transition to EasyVista


  • Previous Software: 10% of development in-house, 90% developed by external consultants
  • Development inhibited by costs and by the lack of flexibility in the tool.
  • Upgrades were made difficult by any customization.

After reviewing eleven different ITSM tools Domtar chose EasyVista.


  • Implementation began in Summer 2012
  • Now 5% – 10% is developed externally and over 90% – 95% is configured in house
  • Significantly lowered / eliminated development costs

Codeless Economics

Hard savings:

  • Annual saving on ITSM Tool configuration costs: 89% (i.e. They are investing one tenth of their previous spend on changing their ITSM tool)
  • Reduction in ITSM tool annual maintenance: 75% (i.e. They are only paying 25% of their previous annual ITSM software maintenance bill)

Return on Investment:

  • The total first year EasyVista investment (software and implementation) was an estimated 113% of the previous annual maintenance and consulting bill. So in other words, Domtar were able to rip out the previous solution and replace it with a better system for just over the maintenance cost of the previous system.
  • In subsequent years maintenance is 25% of the previous contract
  • Consulting costs have been decimated.

Interview with Domtar

Q. Would you recommend this technology?

Yes. This technology has given us the flexibility to do everything we ever wanted. It is not perfect and like most things probably never will be. However, it has allowed us to reshape the way we deliver some of our IT services. It has allow us to integrate new way of doing things (SLA, Service Catalogue) that we thought would be impossible with our old tool. For the first time we are able to shape the tool to our process and not the other way around.

Robert (Bob) Stambaugh, Manager, IT Service and Asset Management at Domtar, South Carolina, USA
Robert (Bob) Stambaugh, Manager, IT Service and Asset Management at Domtar, South Carolina, USA

This tool has helped us transform they way we see service delivery, to better understand what we do and allowed us to push a vision for the future.

We want this tool to become the ERP of IT, to be the central repository for all the information, to be the source to answer questions about IT and to be more than just a ticket repository.

Q. Which feature(s) would you add to this product if you had the choice?

It is not so much an addition but some improvements. A more flexible self-service portal would be a great improvement. The portal is not configurable enough and a bit static. By giving it more flexibility we could have a better design and make it more user friendly. The way you order service is a bit confusing for end-user at first.

There is what they call wizards, which act as macros function and provide intelligence (Ex: complete a ticker, move an asset, assign a ticket etc.) Wizards do almost anything. They can be adapted but up to a certain point. It would be incredible if we could modify the existing wizard even more but most importantly create our own.

Q. Can you provide any examples of where the increased agility and responsiveness you mentioned have led to tangible improvements in service?

1. Rapid deployment cycle

We have a very rapid deployment cycle on any changes in the tool. We can implement any new configuration changes in an average on 1 week.

Some configuration can be done in a few hours while other requires more tests and will take 1-2 weeks. All this with minimal downtime (1-2 min for most changes).

We have a scheduled change every Thursday where we introduce fixes and improvement. On the other hand, some incidents are fixed live while people are in the system. In our old system, any changes would take several days to code and test (1-2 week total) and several hours downtime (4 in general) to implement.

2. Self-Service Portal

Our end users can now go online not only to enter service requests and incidents but also to track their tickets, something they could not do in the past.

This provides our end user with more flexibility on how they can communicate with us. Those who track their tickets by themselves also save a call at the service desk.

3. Workflows

Benoit Tessier, Team Lead, IT Service and Asset Management at Domtar, Montreal, QC, Canada.

Every service (or tickets) is backed by a workflows to guide IT personnel through the process. It is no longer necessary for every IT member to know complex process by heart. The tool makes sure we go through every step.

Workflows make sure we engage the right people at the right time. The process knows when certain team are needed and are notified accordingly. Fewer mistakes are made and fewer things are forgotten.

4. SLO (Service Level Objective)

They were technically possible in the past but we felt they were easier to do in EasyVista. So for the first time we have SLO with our end-users. We do not call them SLAs because we did not sit down with our customer to agree on them. These are the objectives we have set for ourselves in the resolution of incidents.

We are proud to say that less than 10% of our incidents do not meet our SLOs. Something we could not do before. I would dare to say that pride was not even part of our vocabulary. The result is increased satisfaction and efficiency.

5. Reports, Dashboard and KPI

It was almost impossible to get the data out of Remedy easily or without Crystal reporting skills. This is no longer the case. The reporting tool in EasyVista gives us lot of information on operations very easily. We build hundreds of reports.

For the first time, we have numbers and information that let us understand what is going on in the fields. This has launched several initiatives for service quality improvement.

6. Service Catalogue

All tickets, configuration items and assets are linked to a service. This service chart is the basis of our IT management. It is also used for budgeting, resource planning, and project management. Everything IT does is linked to this service catalogue or service chart.

This allow us to understand what is in every service (CI, Asset, Applications etc.), what tickets are generated for every service, what requests are made for every service and of course how much every service costs. By reversing the process we can figure out how much each ticket costs.

This service centric approach has transformed the way IT delivers it services and allows us to answer the eternal question: What does IT do?

Domtar rate EasyVista

Q. Please provide a general rating of EasyVista:


Q. Please rate the ease of use and intuitiveness of EasyVista:


The back-end for IT people is very easy and good. Everything is easy to find and presented in one screen which make it simple. However, there is so much functionality available that it is sometimes hard to remember all the possibilities.

Q. What are the key strengths?

  1. The flexibility. We can do literally anything if we put our mind to it. Even stuff they thought would be impossible a first.
  2. It does not require any knowledge of programming language other than SQL query.

Q. What are they key weaknesses?

(None provided)

About Domtar

200px-Domtar_LogoDomtar Corporation

  • ‘The sustainable paper company’
  • Industry: Fiber-Base technology company
  • Headquarters: Montreal, QC, Canada, Operations Center: Fort Mill, South Carolina, USA
  • Revenue $5.5BN (TSX: UFS, NYSE: UFS)
  • Founded 1848, 10,000+ employees
  • IT Team 250 staff, Service Desk 11 staff

The Domtar IT Team at a Glance

  • 250 IT employees spread across North America
  • ITSM team is responsible for ITSM processes, tools and Asset Management
  • New ITSM tool implemented in 2012
  • Processes in place include: Incident, Service Request, Change, Knowledge, Procurement, Asset, CMDB


The 2014 ITSM Tools Universe

Runners, riders, market share and market focus for the ITSM Tools market
2014 ITSM Tools Universe: Runners, riders, market share and market focus for the whole ITSM Tools market

Please note that we are no longer accepting entries to be part of this report.

Today we kick off our 2014 ITSM Tools Universe research in which we will be looking at the multitude of tools out there that claim to help with the management of Information Technology Services; from one function tools through to the ‘all-singing-all-dancing’ suites.

Why invest in ITSM tools?

Organizations typically invest in ITSM technology to help them:

  • Improve customer satisfaction
  • Improve service availability and response times
  • Integrate or improve integration between processes
  • Improve root cause analysis
  • Automate or improve business workflows
  • Improve business visibility of IT services

We are looking to talk with ANY supplier who has technology in these areas.

The Assessment Process

There is no cost to participate in our ITSM Universe research.


  1. Complete this online questionnaire
  2. Upon completion, schedule an online briefing and arrange customer references

We have tried to automate our assessment process as much as possible given the number of tools we plan to assess, so we have used an online submission form to initiate the process. I have posted a PDF version for participants for reference. If you have any questions please contact me.

ITSM Universe Objectives

Rather than reviewing just the major competitors, this review hopes to shed light on the emerging players and, over time, the changes in the position of the companies involved and moves in market share.

Consideration will also be given to where vendors focus their efforts and to which customer type their products are suitable.

Results will be published in Spring 2014 using our ‘Universe Methodology‘.

The criteria we will be focusing on is as follows:

  • Competitive differentiators
  • ITSM processes included out of the box
  • The level of in-house customization possible and by whom
  • Possible configurations available out of the box
  • Self-Service options
  • Reporting capabilities
  • Process linkage
  • Interaction with business outcomes
  • Alignment with industry frameworks

The last tool showcase I attended offered very little in the way of USP promotion so I am especially interested to see what vendors believe are their competitive differentiators …please don’t let it be ‘The Cloud’!

Participating Vendors

Other Vendors

The following vendors will not be part of this report:

These vendors either declined, were unable to commit to the report schedule or were unable to provide customer references.

Service Catalogue 2013 Group Test – The Results

This is a review of software products and vendors in the ‘Service Catalogue’ market area.

This is a complex and varied market place and consideration should be given to the Market Overview section.

Download Review

(Free PDF, No Registration Required – 405kb, 8 Pages)

Service Catalogue 2013 Best in Class: Axios Systems
Service Catalogue 2013 Best in Class: Axios Systems

Service Catalogue 2013 Best in Class

  • Axios – scalable to big customized projects as well as nice UI for OOTB implementations. Strategic ITSM focus.

Of the other products reviewed, these areas were of particular note:

Best for MSPs and Small/Medium Organizations: 

Best for Enterprise Organizations:

  • ServiceNow – particularly for large implementations where customization is expected. Good product and corporate fit

Service Catalogue Market Overview

By Barclay Rae

Service Catalogue Approach

large ‘Service Catalogue’ market is a niche sub-set of the IT Service Management (ITSM) Software market, which has seen considerable interest and growth in recent years.

Whilst ‘Service Catalogue” can be given a clear definition, the term can be and often is used to cover a number of functional and strategic approaches that stretch from fairly low-level request fulfilment to strategic Service Design and Strategy.

This approach varies because there are several different components that can be described as ‘Service Catalogue” – from ‘front-end’ portal to ‘back-end’ workflow and high-level business views of services. There are also potentially a number of different inputs and outputs – and types of document – that can be described as part of the ‘Service Catalogue’.

This reflects the developing nature of how the industry has defined and understood what a ‘Service Catalogue’ is, which has led to some fundamental differences and interpretations of how to make this work and what the expectations are from implementation.

In a nutshell the 2 main different approaches are:

Strategic/Top Down

This is where the organisation takes a strategic view of all IT services – including the business services (applications/departmental services, external customer services). Usually this will lead to a definition of an overall service structure of Core IT Services (PCs, Phones, email etc.) and Business Services (departments, business processes, applications).

This can then drive service reporting and service differentiation and is a long-term strategic approach to ‘service’ management and value demonstration. Request fulfilment follows out of this process, once the overall structure has been defined.

Technical/Bottom Up

This tends to be started by technical teams to ‘discover’ services, solve specific configuration management and integration problems and provide a practical user interface for consumption of core services and request fulfilment.

Both approaches are viable and necessary at some point to lead to a successful implementation:

Top Down is useful to ensure that the whole IT organisation is on board and that the wider goals and expectations are defined as part of a customer engagement process. Visualisation is useful for all parties to have a tangible view of the overall goals for IT.

Bottom Up can be a good tactical approach to get moving quickly. Request Management automation usually provides efficiency benefits and can significantly improve service quality to customers. The strategic view will need to be defined at some point so should be considered whenever (and as soon as) possible.

For the purposes of this review both of the above approaches have been considered and the overall key elements for tools defined as follows:

  • General – user friendly and with proven integrations to other tools
  • Service Design – the ability to create a database of service records, containing a number of business and technical attributes, processes and workflows
  • Service Structure – the ability to organise and structure these services into a hierarchy of services and service offerings – ideally in a graphical format
  • User Request Portal – a user friendly portal with an intuitive interface to request and track services
  • Request Fulfilment – request management workflow and functionality that can be easily used and configured by system users
  • SLA and Event Management – the ability to define SLAs that can be linked via Event Management to other ITSM processes
  • Demand Management – the ability to provide real-time allocation and monitoring of service consumption, with e.g. financial calculations
  • Dashboard – real-time user-friendly graphical monitoring and analysis of usage, trends and metrics across services and to various stakeholders
  • Service Reporting – the ability to present output that summarises individual and ‘bundled’ service performance, consumption, SLA and event performance – in user-friendly, portable and graphical format

See the full list of criteria here

Approach to Implementation

Organisations and their practitioners who are considering buying and implementing Service Catalogue technology should consider the following:

  • As there are a number of potential applications and objectives for Service Catalogue, these must be clearly defined and agreed in advance. This shouldn’t be embarked upon because it is the ‘flavour of the month’ or it ‘looks like a good thing to do’.

Key benefits that can be derived:

    • Improved professionalism and quality of service experience to customers
    • Value demonstration of IT through business and service based reporting
    • Clarity around service differentiation and value – e.g. commodity versus quality, value-add, time to market
    • Improved cost efficiency of request management and administration
    • Improved quality and speed of service for request management and administration
    • Greater visibility of IT costs and service level performance
    • Improvement in Service Desk performance via better central access to information
  • It is vital that all participants not only understand the expected benefits and objectives, but are also clear on the taxonomy of Service Level Management. This saves considerable time during projects, due to the fact that there are often many misconceptions and variances in understanding around basic concepts like SLAs, Service Catalogue etc. Time spent on some explanations and clarification of definitions is time well spent.
  • The big mistake that orgnaisations still make is to try to do Service Level Management (Portfolio Management, Request Management, SLAs and Service Catalogue…) all without engaging with their customers and supported businesses. The process requires engagement (service definition, performance discussion, objective setting, feedback on the customer experience etc.) as a major input to this process. This provides business validation as well as improving the relationship and demonstration of understanding between parties. It also vitally provides clear goals in terms of service provision and performance reporting. Without this the process can completely miss out on customer requirements and expectation, and so is wasteful, arrogant and bad PR.
  • Organisations should define their services in a simple structure – ideally that can be visualised and shown on 1 page or 1 slide for clarity. This can be done in a workshop, where key people are brought together to work through the concepts and definitions (this can begin with some education) and then use this to define the service structure for that organisation. There are always ‘learning curves’ to be overcome (e.g. the distinction between ‘systems’ and ’services’) – however if this is done in a workshop then this build momentum and consensus.
  • The Service Structure is a vital element as it provides the visual key to this process and also then the framework for a repository of information on each service. From this the project can start to create other outputs, documentation and service views as required from the project goals.
  •  Getting started and moving is a vital element to avoid long term prevarication and too much theorising. A lot can be achieved relatively quickly with some workshops and brief customer meetings. It’s essential to produce a simple representation of the service structure that helps to visualise the process for all involved and give them a consistent view of what is being delivered and defined. All this can be done within a few days and weeks based around workshops and a clear set of objectives.
  • Ultimately this is a business-focussed process so it’s important to have people with business and communications skills to work on the project. Technical details and understanding will be needed but should not be the starting point, which tends to be what happens if this is given to technically-focussed people.

Market Products

Products in this area fall into 2 main categories:

  • Existing ITSM Toolsets with Service Catalogue functionality
  • Specific Tools with Service Catalogue and Request Management functionality

Existing ITSM Toolsets

These often will have either modular or intrinsic functionality based around the ‘ITIL’ framework – Incident, Request, Problem and Change Management, plus Asset and Configuration Management and Service Level Management.

The Service Catalogue should be a valuable addition to this with a ‘service layer’ that can be added to the existing task and event management functions, as well as providing customer/user-friendly portals and ‘front-ends’ for requesting and tracking services.

Generally these products will be used by organisations to develop and to implement a ‘service strategy’ – as well as implementing request management – so these will generally follow a more ‘top down’ approach.

Ideally these will be able to leverage work already down defining existing ITSM processes and the Service Catalogue can then easily integrate with these. This is not always the case, as previous configuration structures may need to be revised to meet new Service Structure requirements.

Specific Service Catalogue Tools

These are newer, standalone systems that have come into the market in the last few years – initially as there was little functionality in this area in the existing ITSM tool market.

They will generally follow a more technical ‘bottom up’ approach that provides faster and more agile implementations. So they can deliver high quality user interfaces, discovery and request management workflow in short timeframes and deliver fast Return on Investment (ROI)/Time to Value (TTV) around the automation of a number of manual processes that speed up the customer experience.

Challenges can include how to reverse-engineer these systems for a strategic service structure once in operation, plus the need to integrate with a variety of other tools, including the existing ITSM solution.

These tools all have some level of basic Help-desk/Incident Management and support processes – the level to which these can either be used or integrated depends on the requirements and maturity of the existing systems (and organisations)

Market Observations

  • ‘Service Catalogue’ is a term that can encompass a number of areas – request management, user portal, service strategy and design, SLAs, portfolio management, service reporting, customer, business and technical views. There is no single product or view that is definitive and products that focus on one area only will require some technical and process integration.
  • In key areas of request management, portals and workflow, reporting and SLAs, most products offer very similar functionality. Variations exist in the development of Demand Management, strategic Service Design and Service Visualisation.
  • In particular vendors can be differentiated by their approach – strategic and technical, but also the level to which they can offer support and value added services to help with implementation. This is still a relatively new area and few practitioners and/or organisations have broad experience or even clear requirements for how to make this work – vendor support and guidance is a key asset and differentiator.
  • Implementation support should also be in the form of template and standard configurable data – i.e. to provide sample service ‘bundles’, workflows, reports, dashboards and in general as much practical guidance as possible.
  • Whilst implementation approach and product focus are the key differentiators – i.e. strategic vs technical Bottom Up / Top Down – a key strength is also the ability to show a clear path that encompasses both approaches.
  • Integration experience and proven capability is a key capability (more than just a differentiator) – this will always be required to some extent:
  • For ‘Service Catalogue Specific’ vendors this is essential to get their product working with a variety of monitoring, asset and event management tools, as well as interfacing with other ITSM systems. Usually they will offer a number of existing APIs and proven links as part of their approach. These tools are useful for standalone Service Catalogue implementation at mid-market level and can also be found sold into enterprise organisations at the technical and integration level.
  • For ‘Existing ITSM Vendors’ they will lead on the seamless integration with their own tools. This is a good pitch for their existing customers but a dilemma for the wider market, i.e. whether to buy a standalone Service Catalogue product (from one ITSM Vendor) separately from a new or existing ITSM product from another ITSM vendor. Many of these vendors will have already created links to other systems via their multi-source and managed services clients.
  • In all aspects of this area, consideration should be given to the customer experience in using these systems and the interaction with IT organisations, particularly in terms of how SLAs and service delivery expectations are set.
  • These toolsets can help to improve service quality and experience, as well as improving the value demonstration of IT. However this will not simply be delivered by tool implementation alone and care is required where systems and vendors promise this without some significant process and organisational change.
  • Overall the market has developed significantly in the last 2/3 years although most vendors are still developing their approach to financial and demand management. Some of this functionality is available across the market but generally only as reports and with some development rather than as an integral feature for dynamic business use.  

Market Positioning and Approach





Top Down


Bottom Up









    – Definitely

question    – Possibly

Top Down / Bottom up?



Top Down


Bottom Up


  • Approach geared to Business and Tech services
  • Good UI with visualisation of services and structure


  • Vendor and product can start from discovery approach
  • Unlikely to be sold as SC only bottom up product


  • Little product or vendor focus Business or Top Down approach
  • May not be relevant for some clients – e.g. MSPs

  • Product and vendor geared to discovery approach
  • Excellent tool for fast implementation of Request and self service for IT products


  • Little product or vendor focus on Business or Top Down approach
  • Commercial approach helps for quick start and visualisation

  • Product and vendor geared to discovery approach
  • Excellent tool for fast implementation of Request and self service for IT products


  • Approach geared to Business and Tech services
  • Good strategic focus in dashboards and Demand Management functions

  • Can start from discovery approach
  • Sales focus on enterprise with Business and Tech capability

    – Definitely

question   – Possibly

Competitive Overview






  • High-end option for Medium – Enterprise
  • Simple intuitive UI/OOTB
  • Seamless integration with assyst ITSM processes
  • UI
  • Strategic approach
  • Vendor capability
  • Not geared up for standalone SC implementation
  • May be overkill for technical or small implementations


  • Strong request and Catalogue functionality – technical focus
  • Good option for Tech-only implementations (e.g. MSPs)
  • Good Request and Catalogue functionality
  • Speed of implementation – doesn’t need other ITSM processes
  • Service Now integration
  • Lack of US/UK coverage
  • Approach – little strategic implementation focus
  • Functionality gaps


  • Good functionality
  • Nice commercial approach
  • Good option for Tech-only implementations (e.g. MSPs)
  • Good intuitive functionality, commercial approach
  • Speed of implementation – doesn’t need other ITSM processes
  • Little Strategic implementation focus
  • Functionality gaps

Service Now

  • High end functionality, enterprise focus
  • Strong corporate backing and growth
  • Extensive functionality
  • Best Demand dashboard functions
  • Flexibility of product
  • UI busy and complicated
  • Flexibility of product
  • Organisation geared towards enterprise clients
  • Needs usability configuration/customisation

Product Deep Dive

Follow the links for a deep dive review of Service Catalogue features:

Further Reading


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.

Review: Matrix42 for Service Catalogue

This independent review is part of our 2013 Service Catalogue Group Test.

Executive Summary – Matrix42

  • Strong request and Catalogue functionality – technical focus
  • Good option for Tech-only implementations (e.g. MSPs)
  • Good Request and Catalogue functionality
  • Speed of implementation – doesn’t need other ITSM processes
  • ServiceNow integration
  • Lack of US/UK coverage
  • Approach – little strategic implementation focus
  • Functionality gaps
Primary Market Focus “Mid Market – Suite describes Matrix42 market focus. From 500 to 10,000 users/devices is our sweet spot, although we have several customers with 10,000+ users”

Commercial Summary

Vendor Matrix42
Product Workplace Management 2013
Version reviewed v6.0
Date of version release May 2013
Year founded 1992
Customers Over 2,500 customers in total; approximately 350 with Service Catalogue / Service Desk
Pricing Structure Per Managed Device:  Service Desk and Service Catalogue are included free: Can be Cloud hosted (Monthly Rental) or on Premise (License + Annual Maintenance)
Competitive Differentiators Matrix42 state:

  1. We offer our Service Catalogue AND Service Desk unlimited for FREE with any of our other products
  2. We offer an integrated Suite of award winning Products for Managing Physical, Mobile and Virtual Devices and Users Interaction with IT as recognised by Gartner Magic Quadrant.
  3. We seamlessly integrate out-of-the-box with Products where they are already in place (e.g. SCCM, ServiceNow, Citrix).
Additional features “Free of Charge out-of-the-box integration with Airwatch, Microsoft SCCM 2007 / 2012, ServiceNow, Citrix XenApp and XenDesktop. Other Products (e.g. BMC Remedy) can also be integrated using consulting services to download service and request templates and adapters.”

MATRIX42 LOGOIndependent Review

Matrix42 is relatively new player in the UK and US markets, although established in Germany and other European markets.

The Service Catalogue product provides an effective and full set of request management, portal and catalogue functionality. This is based on the technical ‘bottom up’ approach and includes some effective discovery and asset management functionality. Demand Management has some useful outputs although this, SLAs and Service Desk integration still needs to be developed to meet the full criteria.

The vendor has technical capability and experience of interaction with other products and vendors – there is also a partnership with ServiceNow for wider ITSM functionality. The vendor’s approach is focussed on the technical and discovery aspects rather than strategic and high level services – so e.g., the system can’t easily show graphical representation of service structure and hierarchy.

The customer interface looks professional and similar to a retail experience. Implementation can be quick and doesn’t depend on other ITSM functionality – so this can be an effective and fast way to get started with a catalogue and portal. The vendor primarily works with medium sized enterprises although also has some good large client references.

This product is a good option for medium sized organisations to get started quickly and automate request and fulfilment processes. Buyers would need to have a clear view on how to roll up low-level services into business services using this product – this system may suit managed services providers who may not need to use ‘business’ systems and supply components only – or ‘bundles which are mostly comprised of hardware or commodity systems.

A longer term route to wider and more strategic ITSM integration is available via the ServiceNow integration.


  • Specific Service Catalogue/Request Management Vendor
  • Established in Germany and other territories – now making sales and marketing incursion into established ITSM markets
  • Excellent Customer and User Interface for IT hardware and software request and lifecycle management
  • Meets most stated requirements – full request management – gaps in strategic approach
  • Vendor not well known in ITSM market
  • Little focus or capability in strategic implementation approach from vendor
  • Gaps in stated requirements – SLAs with Service Desk integration, Demand Management, Dashboards and Reporting
  • Function rich product for technical/bottom up functionality


  • Excellent customer and user interface for hardware and software request and lifecycle management
  • Strong and intuitive portal and user request functionality
  • iPhone/iPad integrations looks impressive
  • Good integration with discovery and asset systems to build service bundles and ‘discover’ services
  • Vendor offers clear understanding of technical integration and request management/portal processes
  • Simple and effective structure and levels of service criteria
  • Some excellent enterprise client implementations
  • Strategic Partnership and integration with ServiceNow – opportunity for wide pool of product expertise
  • Some nice views and outputs for Demand management tracking
  • Can be quickly implemented without need to develop ITSM processes


  • Vendor approach set up for request management and technical / bottom up approach only
  • Matrix42 are passionate technologists, a strategic ‘top down’ view of ITSM services is not currently a key focus
  • Vendor not widely known or established in ITSM community outside of Germany
  • Service Desk and Service Catalogue modules not intrinsically integrated – SLAs not delivered OOTB for Requests in Service Catalogue module, although this is in Service Desk
  • Lack of full function-rich SLA capability without customisation
  • Service hierarchy not fully available in graphical format
  • Demand Management – lacks full requirement without bespoke consulting
  • Gaps in Dashboard and reporting features OOTB – requires specific consulting or in-house SQL skills
  • Basic Help desk/Incident Management functionality

Workplace Management 2013 Service Catalogue Customers

In Their Own Words:

“Integrate or Replace? – Your Choice

What makes Matrix42 unique is our vision to be an aggregator of technology that interacts with end users. If you believe in putting your users first, our solutions help to achieve a great user experience, whilst the Service Desk team maintains control and reaps the benefits of automation. We provide best of breed software that interacts with the user’s Workplace, but we also integrate out-of-the-box with products like ServiceNow, Microsoft SCCM and Citrix, as well as providing an integration layer for other vendors.

Our strengths are:

  1. Simple: Very simple user interface – requires no end user training. Full control over what the end user can see and request. Fully searchable. Our new graphical Workflow Designer allows easy and flexible customisation of request and delivery processes.
  2. Interactive: Users and IT can see exactly where their request is in the system, and issue reminders, WITHOUT calling the Service Desk.
  3. Intelligent: Requests can be auto authorised, one step, two step, conditional extra step if procurement required and can be dependent on factors such as requestor, cost center, service owner, items in stock, licenses available.
  4. Integrated: Out-of-the-box automation for Software Delivery & Configuration of Physical, Virtual & Mobile Devices as well as Active Directory and 3rd party systems.
  5. Holistic: Full Contract Management & automated Licensed Software recognition, enables a complete and automated out-of-the-box solution for Software Request, License Compliance, Procurement and Delivery.”


Further Information

Group Test Index

This independent review is part of our 2013 Service Catalogue Group Test.