News, Reviews and Resources for ITSM Professionals.

Home » Tools

Case Study: Domtar decimate ITSM tool configuration costs with codeless

CLICK TO ENLARGE 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... 

The 2014 ITSM Tools Universe

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

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 – scalable to big customized... 

Review: Matrix42 for Service Catalogue

This independent review is part of our 2013 Service Catalogue Group Test. Service Catalogue 2013 Group Test Overview and terms Also participating – Axios [BEST IN CLASS], Biomni, ServiceNow Executive Summary – Matrix42 Overview Strong request and Catalogue functionality – technical focus Good option for Tech-only implementations (e.g. MSPs) Strengths Good Request and Catalogue... 

Review: ServiceNow for Service Catalogue

This independent review is part of our 2013 Service Catalogue Group Test. Service Catalogue 2013 Group Test Overview and terms Also participating – Axios [BEST IN CLASS], Biomni, Matrix42 Executive Summary – ServiceNow Overview High end functionality Enterprise focus Strong corporate backing and growth Strengths Extensive functionality Best Demand dashboard functions Flexibility... 

Review: Axios assyst for Service Catalogue [BEST IN CLASS]

This independent review is part of our 2013 Service Catalogue Group Test. Service Catalogue 2013 Group Test Overview and terms Also participating – Biomni, Matrix42, ServiceNow Executive Summary – Axios (BEST IN CLASS) Overview High-end option for Medium – Enterprise Simple intuitive UI/OOTB Strengths Seamless integration with assyst ITSM processes UI Strategic approach Vendor... 

Review: Biomni Front Office for Service Catalogue

This independent review is part of our 2013 Service Catalogue Group Test. Service Catalogue 2013 Group Test Overview and terms Also participating – Axios (BEST IN CLASS), Matrix42, ServiceNow Executive Summary – BIOMNI Overview Good functionality Nice commercial approach Good option for Tech-only implementations (e.g. MSPs) Strengths Good intuitive functionality Commercial... 

Review: Axios assyst

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch A tidy interface, driven by product hierarchies, and backed up with a potentially powerful CMDB.Work put in to configure the Info Zone, Guidance and FAQs can make the job of the Service Desk, Analysts, and even the end user interaction easier. Strengths Crisp... 

Review: BMC Footprints

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch 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. Strengths Logging by Type, Category and Symptom... 

Review: Cherwell

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch Cherwell use intelligent interfaces and well constructed forms to automate the basics of the processes in a comprehensive and informative way. Strengths Core stages of process management as part of the user interface In-context configuration...