Vendor Selection Matrix - IT And Enterprise Service Management SaaS And Software: The Top 20 Vendors In Germany 2018

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1 Vendor Selection Matrix - IT And Enterprise Service Management SaaS And Software: The Top 20 Vendors In Germany 2018 Dr. Thomas Mendel Ph.D. Managing Director March , Research In Action GmbH Reproduction Prohibited 1

2 Vendor Selection Matrix IT And Enterprise Service Management: Ranking Of Vendors In Germany Strategy Execution Total 1 helpline 4,38 4,41 8,79 2 OMNINET 4,29 4,43 8,71 3 USU 4,21 4,41 8,63 4 Matrix42 4,14 4,35 8,49 5 ServiceNow 4,41 4,01 8,43 6 TOPdesk 4,01 4,28 8,29 7 BMC Software 4,03 4,25 8,28 8 Efecte 4,09 4,13 8,21 9 Axios Systems 4,01 4,16 8,18 10 CA Technologies 3,99 4,16 8,15 11 Ivanti 4,04 4,11 8,15 12 Micro Focus 4,16 3,83 7,99 13 iet Solutions 3,75 4,20 7,95 14 SAP 4,18 3,71 7,89 15 Microsoft 4,05 3,83 7,88 16 IBM 3,85 3,83 7,68 17 Realtech 3,80 3,68 7,48 18 GIS AG 3,33 3,85 7,18 19 Open Source 3,14 4,03 7,16 20 Ultimo 3,13 3,21 6, , Research In Action GmbH Reproduction Prohibited 2

3 The Research In Action GmbH Vendor Selection Matrix Methodology Data Summary: Unique, primarily survey-based methodology for comparative vendor evaluation. At a minimum, 60% of the evaluation results are based on enterprise buyers survey results. Analyst s opinion accounts for a maximum of 40% of the evaluation results (not close to 100% as in most other vendor evaluations). More than data points were collected. Data was collected in Q4 of 2017 and Q1 of 2018, covering 750 IT buyers (medium and large enterprises) in a combined telephone and online survey. The Top 20 vendors of IT and Enterprise Service Management SaaS and Software (selected by the buyers in the survey) were evaluated. The evaluation results and forecasts are based on customer and vendor feedback, publicly available information, triangulation, as well as the analyst s opinion. 2018, Research In Action GmbH Reproduction Prohibited 3

4 The Research In Action GmbH Vendor Selection Matrix Methodology Validity Of Results Outside Of The German Market: All companies in the survey have more than 1,500 employees AND more than 250 million in revenue. 95% of the companies in the survey have foreign distribution partners or subsidiaries. More than 75% of the companies in the survey are active across the EU. More than 50% of the companies in the survey act globally. Research In Action believes that the results from this Vendor Selection Matrix are not only relevant for the German market itself, but also for companies based in Germany but active across the globe. 2018, Research In Action GmbH Reproduction Prohibited 4

5 What Tools Do You Use To Create The Vendor Longlist? MQ/VSM Google Peers Social Media Press Decision Makers use a mix of traditional and online tools N=931 IT and Business Managers in Enterprises (Companies with more than 10,000 employees only) 2018, Research In Action GmbH Reproduction Prohibited 5

6 Market Overview: Market Definition IT Service Management (ITSM) 1 refers to the entirety of activities directed by policies, organized and structured in processes and supporting procedures that are performed by an organization to plan, design, deliver, operate and control Information Technology (IT) services offered to customers. It is thus concerned with the implementation of IT services that meet customers' needs, and it is performed by the IT service provider through an appropriate mix of people, process and information technology. The IT Infrastructure Library (ITIL) 2 is the de facto standard for IT Service Management process definitions today. Enterprise Service Management (ESM) 3 is a category of business management software - typically a suite of integrated applications that a service organization uses to capture, manage, save and analyze data critical to their service business performance. Enterprise Service Management has grown out of the use of IT Asset Management for traditionally non-it assets. Today it is also increasingly used for: (1) Human resources, (2) Vendor management, (3) Technical services, (4) Field services, (5) Financial management and (6) Shared services organizations. 1 IT Service Management, see 2 IT Infrastructure Library, see ITIL is a trade mark of AXELOS Limited. 3 Enterprise Service Management, see , Research In Action GmbH Reproduction Prohibited 6

7 IT And Enterprise Service Management SaaS And Software: Global Market Sizing 2017 And Market Forecast 2018 Total Market 2018 $ B 37,1 $ Billion* 2018 Growth 2017 End-To-End Performance Management 13,60 5,3% 12,91 Change And Configuration Management 9,38 0,9% 9,30 Customer And Vendor Management 3,58 8,5% 3,30 Analytics, Dashboards And Big Data 3,50 11,8% 3,13 Resource And Asset Management 2,40 3,9% 2,31 Enterprise Service Management 1,79 35,6% 1,32 Automation 1,63 25,4% 1,30 Capacity Management 0,76 5,6% 0,72 IT Financial Management 0,51 13,3% 0,45 Total Market 37,15 6,9% 34,74 * Numbers include software licenses, maintenance and SaaS revenue. Enterprise buyers in the Research In Action survey predict continuing robust market growth in , Research In Action GmbH Reproduction Prohibited 7

8 IT Service Management Maturity S-Curve 2018 Chaotic 9%* (-2%) Reactive 18% (-3%) Stable 42% (+4%) Proactive 21% (-1%) Predictive 10% (+2%) Maturity Of IT Service Management Ad-Hoc Processes Help Desk Asset Discovery Basic SLAs Service Level Management IT Asset Management Basic ITIL Basic Capacity Planning Auto Discovery Basic CMDB N=2,250 IT Managers in Enterprises * Categories show adoption rates, ( ) show changes from 2017 Service Desk Advanced CMDB Service Catalogue 2018, Research In Action GmbH Reproduction Prohibited 8 Business Process Mapping Full ITIL Evolution Stage BSM End-To-End Performance Management Billing & Back Charging Business SLAs Service Broker Full Capacity Management Hybrid Cloud Management IT Financial Management Social IT Enterprise Service Management Real-Time Big Data

9 Market Overview: Market Trends 2018 What is your number one investment area in the Enterprise And IT Service Management space for 2018? N=750 IT Managers in German Enterprises 2018, Research In Action GmbH Reproduction Prohibited 9

10 Market Overview: Market Trends 2018 How will ITIL change over the next five years? In Germany 90% of Enterprises use ITIL actively. On average, 7 ITIL processes are used. N=750 IT Managers in German Enterprises 2018, Research In Action GmbH Reproduction Prohibited 10

11 Market Overview: Market Trends 2018 Which Enterprise Service Management Process is the most important one for you? N=1,500 IT Managers in Enterprises worldwide 2018, Research In Action GmbH Reproduction Prohibited 11

12 Market Overview: Market Trends 2018 The German Mittelstand liberates itself. The former market dominance of the Big Four vendors (BMC, CA, HP and IBM) is history, both internationally as well as in Germany. In fact, the German market was one of the first ones to see this development take place. German enterprises and here especially the upper medium-sized ones (der gehobene Mittelstand) tend to select more and more similarly medium-sized vendors. Quo Vadis ITIL? According to the results of our survey, roughly 90% of large and medium-sized enterprises in Germany are using the IT Infrastructure Library (ITIL) 1 in some way, shape or form. This makes ITIL by far the most important standard for IT Service Management today. This high penetration of ITIL standards has lead to a significantly higher IT process maturity for service management and service support than only a few years ago. Enterprises are now able to adopt new IT service innovations at a much faster pace than ever before. Unfortunately, many IT managers are not particularly happy with the ITIL standard. Too rigid, Very complex, Dated are only a few of the comments we received. In fact, the fast majority of IT managers would like to see a significant change and simplification of ITIL. Investment trends for Spending trends for 2018 are reflecting the ongoing shift towards Enterprise Service Management. The key investment areas for 2018 are: 1. Cloud Service Management 2. Service Catalog 3. ITSM for Non-IT Assets 4. Predictive Analysis 5. Artificial Intelligence and Bots 1 IT Infrastructure Library, see ITIL is a trade mark of AXELOS Limited. 2018, Research In Action GmbH Reproduction Prohibited 12

13 Vendor Selection Matrix IT And Enterprise Service Management SaaS And Software: Evaluation Criteria 2018, Research In Action GmbH Reproduction Prohibited 13

14 Vendor Selection Matrix IT And Enterprise Service Management: Ranking Of The Vendors In Germany Strategy Execution Total 1 helpline 4,38 4,41 8,79 2 OMNINET 4,29 4,43 8,71 3 USU 4,21 4,41 8,63 4 Matrix42 4,14 4,35 8,49 5 ServiceNow 4,41 4,01 8,43 6 TOPdesk 4,01 4,28 8,29 7 BMC Software 4,03 4,25 8,28 8 Efecte 4,09 4,13 8,21 9 Axios Systems 4,01 4,16 8,18 10 CA Technologies 3,99 4,16 8,15 11 Ivanti 4,04 4,11 8,15 12 Micro Focus 4,16 3,83 7,99 13 iet Solutions 3,75 4,20 7,95 14 SAP 4,18 3,71 7,89 15 Microsoft 4,05 3,83 7,88 16 IBM 3,85 3,83 7,68 17 Realtech 3,80 3,68 7,48 18 GIS AG 3,33 3,85 7,18 19 Open Source 3,14 4,03 7,16 20 Ultimo 3,13 3,21 6, , Research In Action GmbH Reproduction Prohibited 14

15 Vendor Selection Matrix IT And Enterprise Service Management SaaS And Software: The Number One #1 Overall Winner helpline: Historically grown, an outstanding combination of IT and Enterprise Service Management, the best medium-sized vendor in Germany General: As part of the PMCS.helpLine Software Group, helpline is a medium-sized German software manufacturer and already made the jump very early from pure IT Service Management to combined IT and Enterprise Service Management. This is why helpline is one of the most important competitors for innovative client tenders, which the organization regularly wins. helpline becomes more and more popular with the clients from year to year. Strategy: The PMCS.helpLine Software Group is a highly differentiated and innovative vendor. The clients are convinced by the combined IT and Enterprise Service Management strategy, on the basis of a universal Enterprise Service Platform. The strategic consulting as an addition option is also well received by clients. Implementation: In addition to the pure service management, helpline is particularly strong in two areas: (1) Service Catalog implementation and (2) IT Financial Management. Through the stringent focus on client needs and the We live service mentality, helpline puts the client first and has achieved the best results in client satisfaction from all vendors in the market. Customer Quote: We were very frustrated by the incompetence of the big players. With helpline it is much better. We feel very well taken care of. IT Manager German manufacturing company. Bottom Line: Due to many years of experience and customer focus, helpline is today one of the most important vendors in the German market. Everything set for further growth for PMCS.helpLine Software Group. 2018, Research In Action GmbH Reproduction Prohibited 15

16 Vendor Selection Matrix IT And Enterprise Service Management SaaS And Software: Detailed Results (I) Weighting Score Res ul t Score Res ul t Score Res ul t Score Res ul t Score Res ul t Strategy Vision & Go-To-Market 30% 4 1,20 3,75 1,13 3,5 1,05 4 1,20 3,5 1,05 Innovation & Partner Ecosystem 20% 4 0,80 3,25 0,65 3,25 0,65 4 0,80 3 0,60 Company Viability & Execution Capabilities 15% 3,5 0,53 4,5 0,68 4,75 0,71 4 0,60 3 0,45 Differentiation & USP 35% 4,25 1,49 4,5 1,58 4,5 1,58 4,25 1,49 3,5 1,23 100% 4,01 4,03 3,99 4,09 3,33 Execution Breadth & Depth Of Solution Offering 30% 4,25 1,28 5 1,50 5 1,50 4 1,20 3,75 1,13 Market Share & Growth 15% 3,75 0,56 5 0,75 5 0,75 3 0,45 3,5 0,53 Customer Satisfaction 25% 4,5 1,13 3,5 0,88 3,75 0,94 4,5 1,13 4 1,00 Price/Value Ratio 30% 4 1,20 3,75 1,13 3,25 0,98 4,5 1,35 4 1,20 100% 4,16 4,25 4,16 4,13 3,85 Scale Explanation: 1 (Low) To 5 (High) Axios Systems BMC Software CA Technologies Efecte GIS AG 2018, Research In Action GmbH Reproduction Prohibited 16

17 Vendor Selection Matrix IT And Enterprise Service Management SaaS And Software: Detailed Results (II) Weighting Score Res ul t Score Res ul t Score Res ul t Score Res ul t Score Res ul t Strategy Vision & Go-To-Market 30% 4,5 1,35 3 0,90 3,75 1,13 4 1,20 4 1,20 Innovation & Partner Ecosystem 20% 4,25 0,85 4 0,80 3,75 0,75 3,75 0,75 4,25 0,85 Company Viability & Execution Capabilities 15% 4 0,60 5 0,75 3,75 0,56 4 0,60 4 0,60 Differentiation & USP 35% 4,5 1,58 4 1,40 3,75 1,31 4,25 1,49 4,25 1,49 100% 4,38 3,85 3,75 4,04 4,14 Execution Breadth & Depth Of Solution Offering 30% 4,25 1,28 4 1,20 4 1,20 4,25 1,28 4,25 1,28 Market Share & Growth 15% 4 0,60 4,25 0,64 3,5 0,53 3,75 0,56 4 0,60 Customer Satisfaction 25% 4,75 1,19 3,75 0,94 4,5 1,13 4 1,00 4,5 1,13 Price/Value Ratio 30% 4,5 1,35 3,5 1,05 4,5 1,35 4,25 1,28 4,5 1,35 100% 4,41 3,83 4,20 4,11 4,35 Scale Explanation: 1 (Low) To 5 (High) helpline IBM iet Solutions Ivanti Matrix , Research In Action GmbH Reproduction Prohibited 17

18 Vendor Selection Matrix IT And Enterprise Service Management SaaS And Software: Detailed Results (III) Weighting Score Res ul t Score Res ul t Score Res ul t Score Res ul t Score Res ul t Strategy Vision & Go-To-Market 30% 4 1,20 3,5 1,05 4,5 1,35 2 0,60 4,5 1,35 Innovation & Partner Ecosystem 20% 4 0,80 4,25 0,85 4,25 0,85 3 0,60 3 0,60 Company Viability & Execution Capabilities 15% 4,5 0,68 5 0,75 4 0,60 3 0,45 3 0,45 Differentiation & USP 35% 4,25 1,49 4 1,40 4,25 1,49 4,25 1,49 4 1,40 100% 4,16 4,05 4,29 3,14 3,80 Execution Breadth & Depth Of Solution Offering 30% 4,75 1,43 3,5 1,05 4,25 1,28 3 0,90 4,25 1,28 Market Share & Growth 15% 5 0,75 4,25 0,64 4 0,60 4,25 0,64 3 0,45 Customer Satisfaction 25% 3 0,75 3,75 0,94 4,5 1,13 4,25 1,06 3 0,75 Price/Value Ratio 30% 3 0,90 4 1,20 4,75 1,43 4,75 1,43 4 1,20 100% 3,83 3,83 4,43 4,03 3,68 Scale Explanation: 1 (Low) To 5 (High) Micro Focus Microsoft OMNINET Open Source Realtech 2018, Research In Action GmbH Reproduction Prohibited 18

19 Vendor Selection Matrix IT And Enterprise Service Management SaaS And Software: Detailed Results (IV) Weighting Score Res ul t Score Res ul t Score Res ul t Score Res ul t Score Res ul t Strategy Vision & Go-To-Market 30% 3,75 1,13 4,25 1,28 4 1,20 3 0,90 4,25 1,28 Innovation & Partner Ecosystem 20% 4,25 0,85 4,25 0,85 4 0,80 3 0,60 4,25 0,85 Company Viability & Execution Capabilities 15% 4,75 0,71 4,75 0,71 3,5 0,53 3,25 0,49 4 0,60 Differentiation & USP 35% 4,25 1,49 4,5 1,58 4,25 1,49 3,25 1,14 4,25 1,49 100% 4,18 4,41 4,01 3,13 4,21 Execution Breadth & Depth Of Solution Offering 30% 4 1,20 4,75 1,43 4 1,20 3,5 1,05 4,25 1,28 Market Share & Growth 15% 3,5 0,53 5 0,75 4 0,60 3 0,45 4 0,60 Customer Satisfaction 25% 3,75 0,94 3,75 0,94 4,5 1,13 3,25 0,81 4,75 1,19 Price/Value Ratio 30% 3,5 1,05 3 0,90 4,5 1,35 3 0,90 4,5 1,35 100% 3,71 4,01 4,28 3,21 4,41 Scale Explanation: 1 (Low) To 5 (High) SAP ServiceNow TOPdesk Ultimo USU 2018, Research In Action GmbH Reproduction Prohibited 19

20 The Research In Action GmbH Vendor Selection Matrix Methodology Vendor Selection Matrix Disclaimer: Research In Action GmbH does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings. The information contained in this research has been obtained from both enterprise as well as vendor sources believed to be reliable. Research In Action GmbH s research publications consist of the analysts opinions and should not be considered as statements of fact. The opinions expressed are subject to change without further notice. Research In Action GmbH disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. About: Research In Action GmbH is a leading independent information and communications technology research and consulting company. The company provides both forward-looking as well as practical advice to enterprise as well as vendor clients. 2018, Research In Action GmbH Reproduction Prohibited 20

21 Kontakt RESEARCH IN ACTION Research In Action GmbH Hauptstrasse Hartenfels Germany Office: Fax: info@researchinaction.de Dr. Thomas Mendel Ph.D tmendel@researchinaction.de 2018, Research In Action GmbH Reproduction Prohibited 21