Coming Soon: The Battle of Change, Configuration and Release

Let the battle begin!

We’re excited to be kicking off our research briefings next week for our competitive analysis on Change, Configuration and Release. Scheduled for publication in May, vendors confirmed to participate so far include:

The research will highlight competitive differentiators; feature key strengths (and weaknesses too of course); and showcase innovation within each product. Once reviewed, we will crown one Vendor “Best in Class” and the “leader” in Change, Configuration and Release.

Our research is based solely on responses to an in-depth questionnaire as well as a series of briefings, but we are always interested in hearing the end-user perspective.

Do you have experience with any of the participating Vendors? Do you have any views on their capabilities when it comes to Change, Configuration and Release? Are there any Vendors that you think are successful in this area who are not currently scheduled to participate in this review?

The review will be conducted by Rebecca Beach. For more information on the assessment view the Group Test criteria here. Vendors can still sign up to be involved up until Friday 31st January.

Subscribe to the ITSM Review newsletter or follow us on Twitter to receive a notification when the research is published.

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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.

SDI Software Showcase: Here Comes the Sun

No more cloud… please!

Wednesday 23rd October was SDI’s Service Desk Software Showcase held at ThinkTank Birmingham.

A crash on the M5 motorway and some technical difficulties meant that things kicked off a little later than scheduled, but it gave me a good chance to mingle and find out what other attendees were hoping to take away from the day even if that was just a nice Danish (which didn’t materialise).

Kick off

Ken Goff, Owner at K GOFF M LIMITED kicked off with his usual exuberance reminding everyone that this is ‘serious stuff’ as “you’re not buying a tin of beans” and to make sure you tackle this with a strategic vision. Your criteria should cover what you will need in the future not just what you need now.

He continued to say that it’s not just about finding a Vendor that’s right for you but about you being the right Client for the Vendor, and that on your hunt for the right tool you should be led by capability not money. Lovely sentiment, but as one of the attendees said, what’s the point of finding what you think is the perfect tool just for the man holding the purse, to say no?

Hornbill Systems

The first of the Vendors to present was Abdi Hamisi, Senior Sector Manager at Hornbill Systems who had apparently been dropped in it at the last minute to give a presentation. He drew the comparison between ITSM Tools and F1 cars. I personally know next to nothing about F1 but the point he seemed to be making was that like F1, ITSM Tools are built to the same set of standards but garner very different results. However this was hotly debated on Twitter by Greg Sanker, Field Services Unit Manager at Oregon Department of Transportation.

Abdi showed possible configuration of the tool and talked us through some of the available integrations, not forgetting of course to mention that it’s available on the cloud.

Sunrise Software

Next up was Neil Penny, Product Director and David Bullivant, Business Consultancy Manager from Sunrise Software showcasing their product Sostenuto ITSM. There was all the usual kind of stuff, but David spent some time going through the Wallboards which you can set up to give real time information to the business rather than having to send millions of reports. He also discussed how their tool incorporates Gamification to help with Reward and Recognition. David was clearly very passionate about the product, which frankly was missing from most of the other presentations.

I was taken with the simplistic buttons down the left hand side of the screen rather than the worded menu the majority of the other tools had. In my opinion these types of menus take up a lot of space and when you’re doing the same thing day in day out won’t a simple button/icon do? Generally I felt it just looked so much fresher than the other products, and left the other Vendor offerings looking dated and tired.

Oh and good news people… it’s available in the cloud.


Luis Soares, Accounts Director from TOPdesk followed confirming that he is not the famous footballer and promising that he wouldn’t bite. I wish he would have as it would have made the experience at least a little entertaining.

One of the few things I took away from the presentation was the ability to book resources such as equipment and rooms from within the tool which seemed sensible. Oh and you guessed it… it’s available in the cloud.

Bomgar Corporation

William Culbert, Senior Solutions Engineer from Bomgar Corporation was up next with a cheesy video (his words not mine) of how Bomgar can help you remotely support your staff in a safe and secure way. I have used this product before in my previous incarnation but still enjoyed the show.


Chris Powell, Senior Pre-Sales Consultant from Frontrange opened with talk of the cloud but I persevered and tried not to hold it against him. The main area of interest to me was the ability for customers to rate KB articles that they have found useful to help you to keep relevant.

Cherwell Software

I unfortunately missed the name of the chap at Cherwell Software (though it wasn’t Tony Probert who was billed) who in a slightly ‘ranty’ (if this isn’t a word then I’m making it one) way stated that you always have to compromise with ITSM tools and that you will never be able to do everything.

He went on further to quote the University of Wolverhampton in their assessment that the tool is ‘Funky’. Presumably this is because of their colour coded screens and Dashboards, which are more like Powerpoint presentations than the usual graph filled spaces. Oh and guess what? It’s available in the cloud.


Andy Parker, Pre-Sales Consultant from LANdesk lambasted attendees for sending through reams of tender documentation when Vendors that are Pink Verified have already answered it. Perhaps this particular tirade should be directed at Procurement though Andy and not the people that don’t usually have any say in it?!

The interesting takeaway from this presentation was the concept of ‘Software Loading’, using the tool as a library to borrow what you need when you need it, keeping licencing requirements to a minimum. Nice idea.


The penultimate Vendor was Eileen O’Mahony (no LinkedIn profile…) from HP and that’s pretty much all I can tell you as I fell asleep (well… almost).  It could be Eileen’s lilting voice that did it, as there were several people making their excuses and sneaking out. Or perhaps it could have been that people were leaving to avoid being taught how to suck eggs?


The final Vendor was Aaron Gayle, Business Development Representative from Autotask who I assume had been given two minutes at the eleventh hour to prepare, as he looked somewhat like a rabbit in the headlights trying to sum up the tool quickly with no visual aids. It did however make me want to go and find out more about the tool, whereas the majority of the other presentations had not.

Finishing up

Ken returned to close with the reminder to take the holistic approach and not just concentrate on the tool and to involve everybody in the process.

Having not attended a software showcase before I was thoroughly expecting to be hit with the razzle dazzle and to have to really concentrate on picking up the differences in the tools from the slick and entertaining presentations. In reality the concentrating was mostly to avoid falling asleep and snoring in a room full of people (although judging by the attendees I have spoken to since I certainly wouldn’t have been the only one).  By the time I looked up at the end of the last presentation (I was just resting my eyes) the right hand side of the room had dwindled dramatically.

SDI do a great job putting on this very useful showcase, I just hope next time the Vendors treat it as the opportunity it is and put more effort into. Well done to Sunrise Software in being the only Vendor to keep me interested through almost the whole of their presentation, not much of a feat admittedly but more than the others managed by quite a way.

Oh and one final note… for the love of God people no more cloud talk, it’s pretty much the same as being able to log an Incident now it’s not a USP!

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2013 Incident and Problem Tools Review

Tools Reviewed:

Download Review

(Free PDF, No Registration Required – 601kb, 7 Pages)


Incident and Problem Management are such mainstays of an ITSM tool, it is quite hard to find a way to dig through the differentiators.

The process and the related workflows themselves are so seemingly straight forward, are there really any ways to improve?

Not only that, but it has to be looked at in the context of the trends in the industry to focus on the end-user’s experience. That’s all fine when we take a look at the options available to an end-user logging an incident from a self-service portal.

But in reality, people still call service desks.

The answer is – there are ways to improve, and in many ways they are subtle features that make tools stand out.

This review bought out nuances and features to help make a couple of mature processes look exciting again.

  • Stylish use of forms, questions and linkage to knowledge bases
  • Resourcing and task planning
  • Real-time end-user analytics

These tools do more than just provide a mechanism to move an incident or a problem from A to B.

It looks to improve the lifecycle, and practice the points of the Process Certification that vendors put themselves through.

A word should be said, though, about the knowledge levels of the people who market these products day in, day out.

I would like to share an insightful tweet from Forrester’s Stephen Mann


In both the reviews I have done, it is always good to work from qualified consultants who have a very good understanding of balancing what the tool can do, functionally, against what the real world sometimes requires.

The devil for all these tools is in the detail of the customisation – any tool, with dedicated customisation, and knowledge, pragmatic consultancy can get the best out of any record-pushing mechanism.

Having replaced many a tool in large-scale ITSM deployments, I often recognised shortcomings in both the outgoing and the incoming tool-set.

But the key remains – can the vendor impart a sense of comfort that they not only understand their tool, the processes that need to be translated to workflow, but can they identify ways to improve?

Having people who not only understand the tool, but also recognise the need to encompass evolving best practices goes a long way to make a tool stand out from its peers in the crowd.


For the purposes of this review, vendors were classified based on their primary market focus, and product capabilities.


Target Market Size Specialist ITSM Functions Discovery Own Tool/Third Party Integration Event Management & Monitoring Own Tool/Third Party Integration

Real-Time End-User Analytics

Axios assyst Large Very Large Own Third Party Integration
BMC FootPrints Medium Large Own Own (via Integration)
Cherwell Service Management Small Medium Large Very Large Own Third Party Integration
Nexthink Small Medium Large Very Large Own Third Party Integration

TOPdesk Small Medium Large Own Third Party Integration


The table below shows a high level overview of the competitive differences between the tools

  • Elevator Pitch – An independent assessment of what this module has to offer
  • Strengths – key positive points, highlighted during the review
  • Weaknesses – areas perceived to be lacking, during the review
Vendor Elevator Pitch Strengths Weaknesses
Axios assyst A tidy interface, driven by product hierarchies, and backed up with a potentially powerful CMDB.Work put in to customise the Info Zone, Guidance and FAQs can make the job of the Service Desk, Analysts, and even the end user interaction easier
  • Crisp and clean interface, with not much clutter
  • From a self-service point of view, a nice touch in walking end users through investigation before logging a ticket
  • For those logging directly with the service desk, pulls in pre-populated forms and guidance to make that role easier/more efficient
  • Very much rooted in the technical – with the product hierarchy very comprehensive.  Would be nice to see perhaps an incorporation of more business language
  • The ability to record an analysts time against a charge code also seems to drive a specific cost as well – whilst this could just be a notional cost, some form of correlation between the two, removing the need for the analysts to know financials as well as resolving an incident, might be more beneficial
  • There are some elements of earlier ITIL iterations in the tool, as nothing is taken out which could be cumbersome to customise out
BMC FootPrints An improved interface and comprehensive coverage of Incident and Problem Management, with some added innovation to make scheduling work a little easier for Service Desks and support staff alike.
  • Logging by Type, Category and Symptom adds a meaningful level of granularity
  • Incorporates an availability of resource’s view by integrating to Outlook Exchange
  • Subscription function for end users for major incidents, as well as pop ups for potential SLA breaches
  • Design elements behind the scenes are still largely text based
Cherwell Service Management Cherwell use intelligent interfaces and well constructed forms to automate the basics of the processes in a comprehensive and informative way
  • Core stages of process management as part of the user interface
  • In-context configuration mapping that makes handling concurrent incident and problem mapping very easy
  • Potential depth of customisation in terms of use of forms (Specifics) lends itself to improving/ enhancing investigation and first-time fix
  • While promotion to a Major Incident, automatic raising of a Problem, linkage to the Global Alerts feature and the ability for users to indicate they are affected too from Self Service is great, that indication is linked to the automatically linked problem record, not the Major Incident
  • Customers seem to have indicated interest in linkage to the Major Incident as an out-of-the-box capability and it would make sense to provide it.
Nexthink If systems management monitoring takes care of servers, Nexthink presents you all you need to know about the end-user side of the coin.Nexthink sits apart from the nuts and bolts of Service Management tooling, but offers guidance to analysts to help expedite resolution with real-time End-user IT Analytics, integrated into major ITSM tools to significantly reduce problem diagnosis times
  • Lightweight kernel-driven footprint on end-user targets helps define trouble spots in real time
  • Complements existing IT Service Management deployments
  • With so much technical capability, it needs a very strong balancing hand of strategy to get the best of a combination of this product, a service management suite, and server monitoring collaboration
TOPdesk TOPdesk adds Kanban-type resource scheduling to add a new dimension onto Incident and Problem Management
  • The Plan Board incorporates a Kanban style approach to scheduling tasks to help drive efficient resourcing
  • Keywords trigger standard solutions, linking into a two-tire Knowledge base (for Analysts and End Users)
  • Task Board for individual support staff can be sliced and diced by the most time critical events
  • Sometimes “over-customisability” can rear its head in reviews – just because it is possible to have 7 different priorities, it does not mean it is a good practice to do so.
  • Some terminology (which can be changed with a little more detailed knowledge) can be a little cumbersome – For Objects for Assets


Approximate number of customers for each vendor:

  • Axios assyst – 1000+
  • BMC FootPrints – Approximately 1000 customers across Europe and 5000 worldwide
  • Cherwell Service Management – 400+
  • Nexthink – 400
  • TOPdesk – 3150 approximate TOPdesk Enterprise customers, >5000+ unique customers in total


Vendor Functionality Innovation Analysis
Axios assyst A tidy interface with a lot of focus on driving the product hierarchies for categorisation. Pre-populated forms and scripted guidance for the service desk.Chat function for support staff to collaborate. Axios focus on ways to automate as much as possible.Backed up with a very comprehensive CMDB structure at its core, work put into the configuration of a system up front will reap rewards in efficiency down the line.
BMC FootPrints Great to see a vendor improve from customer (and analyst) feedback and the result is a modern looking tool that handles the “bread and butter” tasks of Incident and Problem efficiently FootPrints links to Microsoft Exchange to display a view of the support staff resources and allocation of repetitive tasks.Logging by Type, Category and potentially Symptom adds an appealing level of granularity. BMC FootPrints is not alone in exploring and incorporating a view of the support staff resources, and it is evolving to be a very smart looking, mid-market offering that can punch above its weight.
Cherwell Service Management Cherwell add a number of features that make the process speedier – and their Specifics forms provide a great touch in terms of initial investigation. Cherwell get the balance right, with customisable features (forms and macros) and include a breadcrumb trail throughout the lifecycle of the record. Cherwell recognise that it is not just IT functions that need to use the tool – the Impact and Urgency in business language (Incident) and their other features all make it a roundly comprehensive tool to appeal to organisations of all sizes.
Nexthink Nexthink is not a traditional ITSM tool.  Instead it offers a chance for support analysts to proactively resolve issues faster by means of End-User real-time analytics It’s power comes from being able to assess elements from an end-user perspective, and integrates with existing ITSM tools to provide a comprehensive view of an end-user’s machine. There are a number of ways that Nexthink and ITSM tools can co-exist – Nexthink is a powerful enabler for much more proactive incident and problem resolution.
TOPdesk TOPdesk use wizards and key word matching to help drive efficient Incident and Problem logging and resolution TOPdesk takes resource planning to another level, planning shift patterns, and operating a Kanban style method of dragging and dropping tasks to less loaded support staff. The whole combination of the resource board, the way their task board can focus on the most pressing first, and their links to Knowledge Management made this a very attractive tool to review,There were some configuration niggles which can all be customised (some more easily than others) but it is certainly heading in the right direction.


Vendor End-User Base Product Characteristics
Axios assyst
  • Specialised Service Management Suite
  • Integration for Event Monitoring
BMC Footprints
  • Specialised Service Management Suite
  • Integration for Event Monitoring
Cherwell Service Management
  • Specialised Service Management Suite
  • Integration for Event Monitoring
  • Specialised tooling, requiring integration to ITSM
  • Specialised Service Management Suite
  • Integration for Event Monitoring

Best in Class (Small-Med-Large) – BMC FootPrints

BMC FootPrints have taken on board customer feedback, and even observations from previous reviews to make subtle but very noticeable adjustments to their interface.

The result is a tool that offers more intuitive investigation diagnostics as calls are being logged, and is continually looking to improve.

FootPrints is getting a real benefit from being part of the larger BMC brand, but is fast establishing itself as a tool to appeal across the entire market-place.

Best in Class (Small-Med-Large-V Large) – Cherwell

As with FootPrints, the inclusion of diagnostic forms, within records, linked to the categories makes Cherwell stand out when logging Incidents, in particular.

Best in Class (All Tools):TOPdesk

The inclusion of the Kanban-style resourcing board, but also the way in which tasks can be placed and moved about really made this stand out, in terms of the way that innovation within a tool can really make processes less cumbersome.

Honourable Mention: Nexthink

This tool deserves to stand apart from its Service Management cousins.

It adds a unique element, which can truly help drive efficiencies, especially where Problem Management is concerned.

With the right business drivers and strategic vision, not to mention strong partnership with some of the ITSM industry big-hitters, Nexthink’s real-time end-user analysis can help in so many more service management disciplines.  I feel we have only scratched the surface of its potential.

Deep Dive

Further details for each vendor can be found by using the links below:


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.

Coming Soon: Axios, BMC, Cherwell, NetSupport, TOPdesk & Nexthink Slog it out

Incident and Problem Product Review
Axios, BMC, Cherwell, NetSupport, TOPdesk & Nexthink slog it out for our Incident and Problem Management review

Axios, BMC, Cherwell, NetSupport, TOPdesk and Nexthink are confirmed participants for our upcoming ‘Incident and Problem Management’ review.

Our assessment Criteria at a Glance:

  • Logging & Categorization
  • Tracking
  • Lifecycle Tracking
  • Prioritisation
  • Escalations
  • Major Incidents and Problems
  • Incident and Problem Models
  • Incident and Problem Closure

Full details of the assessment criteria can be found here.

Reviewer: Ros Satar 

Confirmed Participants:

All results will be published free of charge without registration on The ITSM Review. You may wish to subscribe to the ITSM Review newsletter (top right of this page) or follow us on Twitter to receive a notification when it is published.