Incident Management Group Test 2016 – The Results

This group test is a review of software products and vendors in the ‘Incident Management’ market area. Our remit was to explore how toolsets can support and optimise the Incident Management process.

Incident Management Overview

Incident Management is a key part of the ITSM Software Market – think about it – what organisation doesn’t do Incident Management? Incident Management is one of the most visible processes in the ITIL lifecycle. The aim of Incident Management is to restore usual service to customers as quickly as possible and with as little adverse impact whilst making sure nothing is lost, ignored or forgotten about. Can you imagine what would happen if end users couldn’t raise Incidents or contact the Service Desk in the event of a crisis? I reckon it would be 5 minutes max before total chaos.

When I’m explaining the Service Desk and Incident Management in ITIL training; I refer to them as the superheroes of the ITSM world. Let’s face it; they’re constantly firefighting, at the sharp end of the user community if something’s gone wrong as well as being under targets that would make lesser beings hide under their desk whilst mainlining vodka.

Frontline service desk and incident management, heroes of the ITSM world
Frontline service desk and incident management, heroes of the ITSM world!

Incident Management is a rockstar process and deserves a rockstar tool to support it so without further ado, let’s get started!

Customer Numbers

  • Alemba (UK) – 300+
  • Atlassian (Australia) –  15,000+
  • Cherwell Software (USA) – 1,000+
  • HPE – Hewlett Packard Enterprise (USA) – 1,500+
  • InvGate (Argentina) – 3,000+
  • ManageEngine (India) – 100,000+
  • Marval Software (UK) – 500+
  • Matrix42 (Germany) – 3,000+
  • Nexthink (Switzerland) – 600+
  • Summit Software (India) – 100+

Incident Management Group Test – The Players

Alemba Ltd.

Strong Incident Management offering which puts the end user experience at the heart of the tool.

Funky user interface using bubbles to highlight workflow and orbitor tool that aids the user by highlighting available actions.

Facebook style notifications alert users and technicians if the ticket has been updated with a handy “add me” option for Major Incidents.

Special module for displaying analytics to Service Desk screens – great idea that does away with the need for manual processes and faffing around with USB keys.

Atlassian

Solid Incident Management functionality. Atlassian are Incident Management ninjas; they aim to get customers up and running within one – two weeks of buying the tool.

Integration with Hipchat for easy chat and video calls.

Seamless integration with other JIRA products so that the customer has a consistent user experience.

Cherwell Software

User friendly user interface with Outlook integration to make it easier of users to log tickets.

Xmatters compatibility gives it advanced SMS gateway, telephony stats, monitoring and fault tolerance functionality.

Thriving customer community; FAQ’s, “how to” guides and oodles of free apps.

Hewlett Packard Enterprise (HPE)

Awesome landing page that empowers everyone from end users to senior management to customise and view reports.

Revamped reporting module that completely removes the need for any Crystal Reports faffery. Relationships clear and specific; instead of vague linked records, tool delivers meaningful linkages such as “fixed by Change” or “caused Incident”.

Big data is used to power the Knowledge Base; fixes and workarounds are automatically suggested and hot topics can identify Incident trends and proactively raise Problem records.

InvGate

Brilliant customer focused ethos: “Service Desks are like snowflakes, no two are alike”.

User interface modelled on common social media platforms making it easy for end users to navigate.

Service Catalogue actively encourages end user to use the self-help route and gives a virtual high five message for every Incident logged.

Market leading gamification; kudos points for adding Knowledge Base article, merit badges for resolving Incidents within SLA and mini quests to encourage healthy competition between Service Desk Analysts.

ManageEngine

ManageEngine user their superpowers for good; free PinkVerified Incident & Knowledge Management tools available via the ManageEngine website.

Thriving user community; customers have access to over 90 products and free tools.

User friendly interface; users can chose from raising an Incident or a Service Request and FAQs are on the right hand side of the screen meaning that help and further information is easily accessible.

Impressive use of predefined categories and email integration – tickets can be auto logged and updated without duplication of effort.

Marval Software

Outstanding Incident Management functionality.

Just like Starfleet, Marval have a prime directive, theirs is to enable people to be as productive as possible as quickly as possible.

Special instructions field part of every customer entry.

Each Knowledge entry has a set of work instructions, useful links, tools and diagnostic scripts.

Integrated ITSM process driven solution which is service and customer centric underpinned by a service portfolio.

Brilliant use of Near Field Communications, you can log an Incident simply by zapping a smart tag.

Slick Major Incident process that closely links into Problem, Change and IT Service Continuity Management.

Use their powers for good out in industry, regular contributors to the itSMF and Service Desk Institute.

Matrix42

Initial landing screen is very similar to your standard Microsoft offerings so most users will find the familiarity of the dashboard makes it easier to navigate.

Analyst screen easy to customise.

The tool can be configured to integrate with CTI systems so you can start a phone call and have it added to the audit diary.

Fab use of automation so you can use workflows to schedule routine tasks like server reboots.

Concurrence management is in place so if more than one person is updating the Incident at the same time, the data is merged and nothing is lost.

Nexthink

A vendor that loves talking to customers and end users!

Impressive IT analytics tool to drive proactive Incident Management.

Initial dashboard gives you an immediate, real time view of business critical services.

Automation drives out white noise and focuses on anomalies; enabling Service Desk Analysts to focus on the most important issues to the business.

The end user analytics support asset tracking and licensing monitoring.

As part of the product training, Nexthink advises Service Desk analysts to spend the time saved by automation to go out and talk to users; maximising value and improving the relationship between IT and the rest of the business. Love it when a vendor recognises that the end user is everything!

SUMMIT Software

Easy to navigate user interface – when an end user logs on to raise an Incident they can see their five most recently logged Incidents along with status information.

Analyst view flexible and easy to customise.

Service Request module is directly accessible from the Incident screen and is clear and fully configurable. Up to ten levels of approval can be used which to me covers every possible scenario.


Deep Dives


The Group Test Process

It was really important to me that the group test was fair. Each vendor was asked to fill in a questionnaire and then I had an individual session with each supplier to demo the tool and to ask lots of geeky questions. All the vendor presentations were slick and professional; it really helped me when vendors went out of their way to tailor the session to differentiators and functionality that was value driven.

Key Benefits of Incident Management

ITIL defines Incident Management as “the process responsible for managing the lifecycle of all Incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.” An effective Incident Management tool is a fundamental part of delivering Incident Management to the rest of the organisation.

In general, Incident Management is made up of the following steps with monitoring, communication, ownership and tracking carried out by the Service Desk:

  • Incident detection – something falls over, has performance issues or isn’t as it should be
  • Logging and recording; capturing all the details in an Incident record
  • Categorisation and prioritisation – ensuring that the Incident is categorised against the correct service and has the appropriate priority set by impact and urgency
  • Initial diagnosis -first go at resolving the Incident. If the Incident is resolved by the Service Desk at this point it is known as a first time fix.
  • Escalation -there are two types; Functional, where it goes to the next level of support eg from first line to second line support and Hierarchical, where something gets escalated to a team leader or manager.
  • Investigation and further diagnosis – where we figure out what’s gone wrong and how to fix it.
  • Resolution & Recovery -we’ve fixed the issue – happy days – normal service has been restored!
  • Closure -ensuring the end user is happy and closing off the Incident record with resolution details.

The following are some of the benefits of using a dedicated Incident Management toolset:

  • Models and templates to ensure all Incidents and Service Requests are handled consistently
  • Central point of capture so that nothing is lost, ignored or forgotten about.
  • Better adherence to SLAs, OLAs and UCs due to toolset monitoring.
  • Major Incidents workflow; especially with automated communication workflows.
  • Better results for Availability and Capacity Management; if Incidents are logged and managed effectively; they will also be resolved more effectively meaning that downtime and performance issues are minimised.
  • Increased Configuration Management accuracy; the Service Desk can check and confirm CI data when logging Incidents.
  • Enhanced management information regarding service quality due to reporting dashboards
  • Increased customer satisfaction.

Market Observations

From carrying out this group test, it quickly became clear that the Incident Management toolset game has been well and truly upped. Recent developments have seen a number of technical innovations that have allowed increased automation, faster delivery and quicker benefit realisation. The areas of differentiation in the market are therefore defined in the following terms:

  • End to end approach- the days of silos or everyone working in their own little bubbles are well and truly over. The most effective tools are aligned with other ITSM modules such as Configuration, Change, Problem, Service Level and IT Service Continuity Management.
  • User-friendly navigation -the most effective tools had the user journey modelled on common social media applications such as Facebook, Twitter and LinkedIn. By making it easier to log Incidents and Service Requests not only are we encouraging our customers to buy in to Incident Management, we’re getting them back up and running quicker via self-help and Knowledge Management.
  • Flexible workflow -there is no one size fits all. A start up IT organisation with less than twenty employees will have different requirements than a global financial institution with thousands of employees so flexibility is key.
  • Automation – models, templates and workflows all take the pain out of logging and managing Incidents and anything that makes the Major Incident process less of a nightmare or avoids someone having to get out of bed to reboot a server (automated task management) has got to be a winner!
  • Gamification – we work in IT – we are techies, geeks and engineers saving the world one Windows update at a time so work should absolutely be fun! Not only does gamification drive engagement from both end customers and support personnel; by rewarding people with fun badges and bragging rights in the office, we drive up productivity as well.
  • Big Data – a recent US study estimates that poor data quality costs US organizations over $600 billion a year. Missing, incorrect or out of date information is completely unacceptable in a service driven environment. Enter big data analytics which streamlines the Incident Management process, promotes self-service / self-help via Knowledge Management and allows users to log Incidents via smart tags without a single inbound call to the Service Desk.
  • Value driven approach – ever since the launch of ITIL V3; value has been the name of the game. By doing Incident Management we are committing to our customers. This commitment isn’t applying lip service, talking a good talk or even asking “have you tried switching it off and then on again?” on loop. This is about delivering our customers the service that they deserve. By committing to Incident Management via a solid process and toolset; we’re saying to the business – we care.

Strengths & Weaknesses

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Best Overall: Marval Software LimitedIM Best Overall Winner 2016_Marvel

Awesome tool. Everything about it was lovely to use both from an end user and a techie experience. It’s apparent from working with Marval that they’ve spent years sat beside Service Desk analysts and support techies watching them work, seeing the pressures they’re under and figuring out ways in which the tool can make life easier. It’s slick, user friendly and enterprise focused and a fantastic option if you want to take your Service Desk, support teams and Incident Management to the next level.  Some of my favourite things about Marval are the following:

  • The user information: everything from service information and CI data from the CMS to locational info (with Google Maps) and a special instructions section (FYI; my special instructions would be please send coffee and chocolate)
  • Automation: keyword lookups for suggested models and templates
  • The Knowledge Base: each Knowledge entry has a set of work instructions, useful links, tools and diagnostic scripts. The idea behind this according to Marval is that this information can be pre-populated by second and third line techies.
  • Near Field Communication or NFC: if you happen to walk by a jammed printer, you can let the Service Desk know simply by zapping the label – how cool is that?
  • Slick, effective Major Incident process with solid links to Change, Problem and IT Service Continuity Management.

Marval is fantastic option if you need your Incident Management process to be customer and service centric, bulletproof and mature so we’ve given them the Batman award for best overall Incident Management tool for this group test.

Best Innovation: InvGate Inc.

Gamification is used to fantastic effect to make Incident Management easy, scalable and fun whilst the user interface makes for an efficient, positive customer journey. Some of my favourite things about InvGate are the following:

  • IM Best Innovation 2016_InvGateThe login screen can be configured for single sign on, linking into Active Directory / Windows authentication and also works with Mac machines.
  • All the major navigation buttons are placed at the top of the screen and a social interaction log (similar to the Facebook alerts function) can be expanded to view recent interactions between the Service Desk and the end user.
  • If a user goes down the self-service route – they get a really cool “Kudos” message for successfully logging the Incident. It’s a lovely touch that gives a virtual high five to the user for rocking self-help.
  • Market leading gamification: kudos points for adding Knowledge Base article, merit badges for resolving Incidents within SLA and mini quests to encourage healthy competition between Service Desk Analysts.

InvGate is fantastic option to get up and running quickly; not just for ITSM but for other functions such as HR and Facilities. Gamification and a user centric interface makes this effective and fun to use so we’ve given them the Star Wars award for best innovation for this group test.

Best Use of Analytics: HPE

IM Best Use of Analytics 2016_HPIndustry leading use of Big Data analytics makes HPE the standout in this area. Some of my favourite things about HPE are the following:

  • Fully configurable landing page and introduction screen
  • The revamped reporting capability: point and click, oodles of config options and no complicated third party reporting software needed
  • The chat functionality: the system will even suggest people that could help resolve the related Incident!
  • The big data powered Knowledge Base with smart task management and keyword lookups
  • Heat mapping to view trends and anomalies

HPE is a fantastic product for large organisations. The tool has a comprehensive engine behind it that can manage any enterprise level ITSM task it encounters. Big Data analytics drive efficiency savings and support a move to more proactive service model without compromising on functionality or management information so we’ve given them the Spiderman award for best use of analytics for this group test.

IM Best For Proactivity 2016_Nexthink (3)Best for Proactivity: Nexthink

A powerhouse of proactivity. Here are some of my favourite things about the tool:

  • A new approach and a proactive way to do Incident Management – can notify users of a fault and work on a fix without a single inbound call to the Service Desk
  • Landing page gives a clear view of the operational status of all business critical services
  • Designed to remove white noise so Service Desk Analysts can focus on “the serious stuff”
  • Part of their training is to encourage analysts to spend the time saved by automation to go out and talk to users; which can only be good right?

Nexthink empowers the Service Desk and makes Incident Management proactive so we’ve given them the Superman award for proactivity for this group test.

Using their powers for good award: ManageEngine

IM Best Using Powers for Good 2016_ManageEngineManageEngine are definitely on the light side of the force with their free PinkVerified Incident & Knowledge Management tool available for free from their website. Here are some of some of my favourite things about the tool:

  • Thriving user community
  • User friendly self Service Portal – users can raise an Incident or Service Request and browse through the FAQs
  • Multifunctional – the tool can also be used for desktop support, the deployment of software upgrades, patch management and the management of mobile devices

ManageEngine pride themselves on having a significant percentage of the functionality of the four biggest ITSM vendors, so by offering their Incident & Knowledge Management tool for free they deserve the Black Widow award for using their powers for good for this group test.


Deep Dives


Disclaimer Scope & 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 the ‘Group Tests’ section on our Disclosure page.

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ITAM and ITSM Integration Group Test – The Results

Map-Large
Six tools offering ITAM and ITSM from around the globe

This Group Test explores the relationship between the IT management disciplines of IT Asset Management (ITAM) and IT Service Management (ITSM).

Our remit was to explore the opportunities for managing assets and interacting with ITAM teams whilst maintaining everyday ITSM processes. In particular we were looking to review ITSM tools that offer ITAM functionality or integrate with tools that do – or ITAM tools that provide value to ITSM lifecycles.

I was pleasantly surprised and encouraged by the growing overlap between ITAM and ITSM functionality in the tools reviewed. It was great to see all camps taking advantage of the obvious benefits of ITAM and ITSM integration. It was also refreshing to review technology from all four corners of the globe; including some new vendors that some of our readers might not have heard of yet.

Participants in this “bake-off” were:

Supplier Country of Origin Number of Customers Summary
InvGate Argentina 3,000+ Comprehensive ITAM & ITSM solution with next-generation interface
ManageEngine India 100,000+ A good solid solution for building an integrated ITAM and ITSM foundation.
Matrix42[Best in Class] Germany 900+ Arguably the first vendor to offer comprehensive Enterprise grade SAM within a full ITSM suite
Miradore Finland 500+ A desktop management solution providing ITAM and Configuration Management capabilities and opportunities for automating routine ITSM tasks
SupaTOOLS New Zealand 80 A refreshing alternative to big ITSM tool frameworks at a competitive price.
Virima USA 2 ITAM and ITSM in a competitive package. Detailed inventory for datacenter environments plus key service management functions to be able to turn datacenter insight into action.

Deep Dives:

ITXM – ITAM and ITSM (2+2=5)

What are the benefits of integrating ITAM and ITSM?

The vision for fully integrated ITAM and ITSM is –

  • For ITAM:
    1. Meeting compliance and efficiency goals whilst decisions and changes are being made rather than attempting to clean up mess afterwards, allowing the business to make smart technology choices without booby-traps and with visibility of total cost of ownership.
    2. Allowing users to be productive and have access to the assets they need whilst being compliant.
  • For ITSM:
    1. Offering visibility of asset relationships and costs to facilitate faster incident resolution, proactive problem management and less error prone change management.
    2. Delivering self-service without risks.
    3. Updating asset data on the fly as part of BAU for everyone’s benefit – allowing smarter decision making.

Vendor Summary – Strengths and Weaknesses

Supplier Product Strengths Weaknesses
InvGate Assets and Service Desk Code free configuration / Low consulting requirement No server / service dependency mapping
Strong interface and user experience
Next generation IT Management Tooling
Strong embedded game mechanics
ManageEngine ServiceDesk Plus Fully Integrated ITAM & ITSM Lacks polish
Free Version Shortage of specialist knowledge
Use for outside IT department
Matrix42 ITSM Suite and Workspace Management A modern IT management platform with vast platform coverage. Minimal market penetration outside central Europe
ITAM and ITSM mapping from day one
Workflow driven solution – adapt for every process
BYOD, Mobile and Cloud addressed
Miradore Miradore Good offering for Managed Service Providers A good complement for the service desk – but offers no ticketing or core service desk functions.
Light versatile and automated desktop management
Low cost monthly subscription
Good inventory and asset verification offering
Self service software request platform
SupaTOOLS SupaDESK, SupaCMDB Strong CMDB centric ITSM offering Minimal license management capabilities
Cloud, on-premise or flip between two
Well though out design, easy to use
Great relationship views for viewing ALL attributes
Low consulting requirement
Virima Technologies EcosystemManager Datacentre Visibility New software offering, limited existing customers
Turn datacentre insights into service management actions
Ideal for datacentre migration or consolidation
Strong visualisation of dependencies

ITAM & ITSM Integration Review (10)Best in Class for ITAM & ITSM – MATRIX42

We’ve awarded Matrix42 Best in Class for ITAM and ITMS integration for their comprehensive ITAM and ITSM suite.

ITXM – Full ITAM & ITSM integration at last!

“Matrix42 want to be the management layer that sits on top of the services that run IT and claim their key differentiators are strength of integration, automation and speed to value – eschewing the consulting heavy approach of many IT management tool rivals.”

Matrix42 is the closest toolset manufacturer we’ve seen to be able to realize the full ITAM and ITSM vision from one platform. The solution offers both strong ITSM capabilities (verified for eight ITIL processes via a modern interface) whilst also offering depth of datacentre SAM coverage (identifying options and packs enabled for Oracle database). Matrix42 are arguably the first vendor to offer comprehensive Enterprise grade SAM within a full ITSM suite.

Deep Dives:

Disclaimer, Scope and Limitations

The information contained in this review is based on sources and information believed to be accurate as of the time it was created. Therefore, the completeness and current accuracy of the information provided cannot be guaranteed. Readers should therefore use the contents of this review as a general guideline, and not as the ultimate source of truth. Similarly, this review is not based on rigorous and exhaustive technical study. The ITSM Review recommends that readers complete a thorough live evaluation before investing in technology. This is a paid review, that is, the vendors included in this review paid to participate in exchange for all results and analysis being published free of charge, without registration. For further information, please read our Disclosure page.

Self-service – The value of Social

Stuart Power Mar 2014
Stuart Power, Matrix42

We’ve seen the future of IT service support – and it’s social!

An increasing number of corporate IT departments are evolving from fire-fighting cost centers, into service-delivering profit centers. Perhaps yours is one of them. But although this evolution is significant, it’s not the end of the story. In most cases, a centralized IT service delivery and workspace environment, with all its automation and self-service capabilities, is still run using linear processes and relationships. For example, a user creates a support ticket, and a service desk agent records and directs it to the right team. The team then addresses the issue on a first come, first served basis, and informs the user when it has been resolved. This isn’t really collaborative in the truest sense, and the support function doesn’t really ‘live’ as an ecosystem. For many of today’s employees, especially the ‘digital native’ generation, that means there’s something missing: the social element.

After all, the vast majority of employees use some form of social media in their personal and business lives already. That’s why introducing social ITSM can be the next logical step in creating a user-centric IT environment, after IT service delivery automation and implementing a corporate App Store with user self-service capabilities.

Typical use cases

There are several different ways in which social can be integrated into the ITSM and support processes, including:

Social walls: Users submit an issue to a support wall, just like you find on Twitter and Facebook, and other users with the same problem join the discussion, either to notify support or to provide tips and fixes. In some cases, this means a ticket never needs to be raised, reducing the overall support workload. In others, IT can see in real-time what and where current issues are, and then prioritize and address them more quickly than would otherwise be possible. Not only that, resolved issues can be added to a knowledgebase that improves users’ ability to resolve their IT incidents via self-service. As a result, the service provider (IT department) gets access to the big picture i.e what’s really going on in the organization from a support request perspective at any given moment.

Service desk chat: Chat functionality is integrated with a simplified incident report form that can be completed collaboratively. Users can see if someone is online and available for chat and, if their query has to be put in a queue, they are notified when a service agent is free. Alternatively, if a response takes too long, a standard incident ticket is created automatically.

Interactive incident reporting: A browser-based reporting function lets users create an incident via a mini-form that enables them to quickly capture error logs and screenshots, and submit them to IT with a short description of the issue.

More than just old wine in new bottles?

Of course, introducing social media capabilities does not fundamentally change how tickets are resolved in the back end. We’re not talking about throwing the ITIL baby out with the social bathwater. Nevertheless, using social elements in the ways described above creates a different relationship between users and the IT department. Support becomes faster, more responsive, collaborative and fun. IT becomes more closely integrated with the business, and can be seen more readily as a business enabler. And the user experience is transformed from being static and reactive, to dynamic and proactive.

The benefits outweigh the risks

You could argue that adding a social element to ITSM increases complexity and can reduce transparency, because it can bypass traditional processes and happens so quickly that managers find it hard to keep up with what is happening. Moreover, usage policies must be defined and policed, creating additional workload.

However, the risks of not embracing social within ITSM are significant. Without it, the IT department is likely to be seen as out of touch, especially by the digital native generation, and users are more likely to bypass official communication and support channels as a result. It may also become more difficult to attract and retain the best new talent if your competitors are offering a more socially–enabled working environment. The good news is, you should be able to measure the benefits it delivers quite easily in terms of faster ticket resolution and up to 50% fewer tickets overall.

Five steps to social ITSM success

While on the increase, the use of social media within ITSM is still immature and few best practices exist. At Matrix42, we recommend organizations focus on the following areas to maximize their chances of success.

 

  1. Define your goals: The biggest mistake you can make in social ITSM is to just do it because you think you should. Clear business objectives such as reducing support costs or improving employee retention figures should be the drivers.
  2. Choose your tools: Are you going to create user communities, leverage chat functionality, use existing internal platforms or invest in 3rd-party solutions? You need to find the best fit for your existing investments, ensure ease of integration and maximize process automation.
  3. Integrate your channels: Social media can become an information silo just as easily as any other communication channel. Social ITSM interactions must be easy to track and extract information from, in order to measure success and further support user self-service by adding the details of successfully resolved issues to the support knowledgebase.
  4. Create policies: You need to define the rules about acceptable usage, service levels, compliance and security – collaboration should not be chaotic!
  1. Measure the results. Social ITSM is an investment like any other – you need to be able to prove the business benefits. KPIs like monthly incident ticket creation, speed of incident resolution and user satisfaction indices, are all useful benchmarks.

Conclusion

As the proportion of digital natives in the workforce increases, the introduction of social channels into the IT service support environment will become increasingly essential for maximizing user satisfaction with IT. While new investments will be required, the benefits will outweigh the costs, as long as you use the five steps outlined above to guide the transformation.

This article has been contributed by Stuart Power, UK Sales Manager at Matrix42.

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Self Service IT: Not as Scary as it Sounds

Stuart Power Mar 2014This article has been contributed by Stuart Power, UK Sales Manager at Matrix42.

I don’t know about you, but I’ve worked for a number of companies at which, as a new employee, it has taken days or weeks to be given the technology I need to do my job. I’ve no doubt it’s still happening in many organisations today. But as the proportion of ‘digital natives’ in the workforce increases, that scenario is becoming less and less acceptable. More importantly, it is becoming a serious business risk, rather than just a temporary inconvenience. Why? Because today’s employees expect to be able to use technology at work in the same way as they do in their personal lives. That means switching between devices at will, and accessing software and services at their convenience, often through a central app store. If that’s not possible, they are more likely to look for employment elsewhere.

Giving employees this kind of control over technology is a scary prospect for many corporate IT departments. But with the right approach to enabling user self service, the reality can be more fulfilling than frightening.

 

Start with the User, Not the Technology

Enabling your employees with self service access to the technology tools they need requires a fundamental shift in the way you deliver IT to users. Rather than the IT department acting as a local supplier of heterogeneous hardware and software, it needs to become a provider of standardised services – all delivered and managed from a central IT service/workspace management system. The process starts with the definition of a service portfolio (the needs of the business that the IT department must fulfil) and a service catalog (the actions required in terms of technology delivery to meet the business need). Importantly, both the service portfolio and the service catalog must be built around the needs of your employees, not the established capabilities and processes of the IT department. Once these needs and services have been defined, they can be realised within your chosen ITSM/workspace management solution, which should ideally feature an app store interface that gives users a consumer-style experience when choosing and consuming corporate IT services. That solution should also automate every service-related process, from order to approval and delivery, right through to on-going maintenance and management.

 

Standardise Services, Establish Value

Automating processes is all well and good. But automating a bad process is often worse than leaving it alone, because in an integrated ITSM system, the consequences will automatically impact other processes. That’s why it’s so important to standardise the processes within each service as much as possible, and thereby minimise the potential for error.

Equally as important is ensuring that users understand the value of the service they receive. If no cost or value is attached to a service, users will consume it at will, creating additional and uncertain cost and workload for the IT department. Equally, if a price is attached to a service without defining every aspect of the service being provided, business users and managers will invariably see only the hardware or application they are consuming. The accompanying admin, networking, security, support, management and maintenance work will be invisible. As a result, they may try to circumvent the service catalog because they will perceive the service to be expensive and believe that they can get it cheaper elsewhere. Both of these scenarios can be avoided with a centralised service portfolio and catalog that provide clear price/performance definitions for each service.

 

Five Steps to Self Service Success

So, you’ve made the decision. You want to give business users the consumer-style IT experience they expect, and prove the value of IT to your business. At Matrix42, we believe there are 5 essential success factors to be aware of, however you choose to implement user self service.

1. Define and standardise services

Efficient self service in corporate IT requires every service to be standardised around particular usage scenarios, such as the onboarding of a new sales person, and automated at every stage of the service lifecycle. Once this has been achieved, it becomes easier to make small adjustments that may be necessary for specific locations, such as linking PC orders to a local hardware supplier.

2. Integrate all the necessary processes

Ideally, users, managers and IT departments should all be using one IT service delivery and workspace management system that integrates all the IT and business processes required to order, approve, deliver and manage an IT service. This ensures cost and status transparency for all, and maximises IT service management efficiency.

3. Give everything a value

Services without costs attached encourage users to consume them freely, regardless of whether they are actually necessary for their work. To avoid unnecessary expenditure and workload, every IT service must be clearly and realistically described and priced. This ensures the cost of service consumption and expected service quality are transparent and predictable for users and approvers.

4. Ensure compliance

Your ITSM system should enable you to create and manage the relevant license agreements for each service centrally. This requires that your service catalog is integrated with your compliance solution, which should proactively alert managers to any over or under licensing. This will enable them to avoid compliance failures and continuously optimise costs.

5. Make it accessible from any device

Many of your users don’t work in one place on one device, so they expect to be able to order and use a service from wherever they are, and on whichever device they are using at the time. A complete, centralised IT service and workspace management solution will ensure that each service only needs to be ordered once for it to be made available on multiple devices.

 

Conclusion

With device and software diversity increasing all the time, and an ever-more demanding and sophisticated user base, greater IT complexity within organisations is almost inevitable. Introducing user self service into ITSM is one of the most important tools at your disposal for simplifying the management of that complexity.

Review: Matrix42 for Integrations

This independent review is part of our Integrations 2013 Group Test.

Executive Summary

Elevator Pitch Extensively focussed on Workplace management with Service Management wrapped around that capability.
Strengths
  • Focus rooted in workplace management, and have invested heavily in their linkage with Airwatch Mobile Device Management  and then have built their Service Management around that
  • When added to their capabilities to integrate with other ITSM and Asset tools – can position themselves well as an IT services broker – an area that seems to lend itself to smaller operators in the market.
Weaknesses
  • A strong European presence but maybe as a European Technology vendor, they lack that presence to make them more global business partners with some of the larger ITSM vendors that they could partner with to leverage their MDM capabilities.
Primary Market Focus Based on the information provided, Matrix42 solutions are used by a range of customers from Small to Large.

Commercial Summary

Vendor Matrix42
Product Matrix42 Workplace Management
Version reviewed 2013
Date of version release May 2013.
Year founded 1992
Customers At least 600 use the Workplace Management Suite globally
Pricing Structure Cloud Hosted or On PremiseMonthly rental or Perpetual licensesLicensed per Managed Device or Per End User
Competitive Differentiators
  1. Matrix 42 offer integration around the management of physical, virtual and mobile devices
  2. Matrix 42 offer their Service Catalogue and Service Desk free with their management product set
  3. They offer integration out-of-the-box with products that are recognised as commonly in place on customers (e.g. SCCM, Active Directory etc.) and also integrate with a number of integrated Service Management suits (ServiceNow, Remedy, Axios among others)

Independent Review

MATRIX42 LOGOMatrix42 centre everything around Workplace management  – in today’s environments, users connect from multiple places using multiple devices and types of systems – physical, virtual and mobile. Matrix42 have made that their focus, and then built their ITSM capability specifically around that core.

In particular they have realised that it is not worth (re)-inventing the wheel and have integrated heavily with Airwatch, an extensive mobile device management product.

For a while now companies have flirted with the sticky topic of mobile devices and people still seem undecided as to whether to embrace the ever-widening range of devices that make their way into the workspace in people’s pockets and bags, or whether to try and restrict what can and cannot be done.

Their approach has been to integrate their management into their licence management – and they put the decision making process in the hands of the end user for more sophisticated management of their workplace.

Their focus on mobile devices gives them quite a lot of control in that environment – for example being able to see if a device has been compromised but the device can then be used to pull down software, lock devices, remove them if staff have left – with that they are embracing the options that organisations are facing as they work out how to manage mobile estates.

They have a nice and simple wizard interface for their data integration and employ some mapping to their data model to clean the data up and thus set up a Master reference.

They have built their pre-defined models based on their own experience in deployments – they have invested a lot of time in developing the wizards to manipulate the data and it has been worth their while.

Like many smaller vendors in the broader ITSM world, they are now able to position themselves to help channel the flow of information between tools – they have developed connectors to large ITSM tools such as ServiceNow and Remedy to facilitate the flow of information.

Their own Service Management interface is efficient enough to get the job done – a no-frills interface with the workflow and automation functionality you would expect from most ITSM tools these days.

Not quite a niche product but refreshing to see a company focus on what it knows it does well, and then look to extend that capability, and it is an intriguing model to make the management the focus with the service aspect the free add-on.

Integration and specific recognised criteria

Matrix 42 offer a number of integration capabilities, based around their product set:

  • Bulk data import engine for generic data – this is used to import data from a number of different sources for example external databases, Excel CSV files, CSV files and other ODBC sources. The system uses staging for data storage and a set of special mapping rules to provide data quality and performance
  • Connectors to third party systems and web services to provide linkage where other systems exist in an organisation
  • Workflow engine to provide the process integration between the tooling and the organisational teams

Security Controls

Matrix 42 adheres to a number of authentication and authorisation protocols and these can be defined with different levels of control, right down to using different roles. All business logic is executed in context of the specific user. In terms of robustness of security, most systems use Integrated Windows Authentication and Kerberos as well as SSL to guarantee secure communication.

Pre-Deployment Integration

Matrix42 will typically connect to Active Directory to import the User base, Machine details for asset management and will take information to help build the logical structure of an organisation (hierarchy, locations, manager information etc.).

They can also connect to other third party systems and can import information (for example Contracts, Purchase Orders, Cost Centres etc.)

Once the data import is complete the data is cleaned up to produce a “Master Data” set that holds a definitive Organisational Structure, Locations, People, Accounts, Assets and that forms the basis of their management and automation efforts.

Asset and Configuration Information

Matrix42 uses its own Asset and Configuration tool (Physical Workplace Management – previously the Empirum product).

They can also connect to other Asset and Configuration tools with out of the box connectors e.g. for Microsoft SCCM.

They integrate with Airwatch for mobile devices, and also have integration options for VMware and Citrix.

Support Services Integration

  • Remote Control

Matrix 42 have their own integrated remote control tool from their console, but can also allow customers to integrate with their own choice of remote control via a command line, including RealVNC.

Additional Areas of Integration

  • Unattended Remote Support

Because there is the capability to launch sessions from CMDB records, it lends itself to Change Request initiated sessions.

  • Video Recording for Knowledge Base

Some organisations extract the video for fixes, and use those to compile knowledge base articles within the ITSM tool.

Matrix42 Service Management Customers

From the Matrix42 Brochure

  • Comprehensive Workplace Management solution
  • Global provider of secure and interconnected management of every mobile, physical and virtual device
  • Comprehensive self-service and compliance solutions

In Their Own Words:

Integrate or Replace? – Now it’s Your Choice

What makes Matrix42 unique is our vision to be an aggregator of technology that interacts with end users. Our solutions help to achieve a great user experience, whilst the Service Desk & related teams maintain control and reap the benefits of automation. We provide our own best of breed software that interacts with the user’s Workplace, but we also integrate out-of-the-box with products like ServiceNow, Airwatch, Microsoft SCCM and Citrix, as well as providing an integration platform 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.

Screenshots

This independent review is part of our Integrations 2013 Group Test.

Further Information:

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.

Steps:

  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

Vendor

Mid-Market

Enterprise

 

Top Down

 

Bottom Up

Axios

question

Matrix42

question

Biomni

question

ServiceNow

question

    – Definitely

question    – Possibly

Top Down / Bottom up?

Vendor

 

Top Down

 

Bottom Up

Axios

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

question

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

Matrix42

  • 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

Biomni

  • 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

ServiceNow

  • 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

Vendor

Overview

Strengths

Weaknesses

Axios

  • 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

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
  • Service Now integration
  • Lack of US/UK coverage
  • Approach – little strategic implementation focus
  • Functionality gaps

Biomni

  • 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


DISCLAIMER, SCOPE & 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 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

Overview
  • Strong request and Catalogue functionality – technical focus
  • Good option for Tech-only implementations (e.g. MSPs)
Strengths
  • Good Request and Catalogue functionality
  • Speed of implementation – doesn’t need other ITSM processes
  • ServiceNow integration
Weaknesses
  • 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.

Overview

  • 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

Strengths

  • 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

Weaknesses

  • 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.”

Screenshots

Further Information

Group Test Index

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

Coming Soon: Axios, Biomni, Matrix42 & ServiceNow Showcase Service Catalogue

Peloton
Axios, Biomni, Matrix42 and ServiceNow - who leads the pack in Service Catalogue?

Axios, Biomni, Matrix42 and ServiceNow are confirmed participants for our upcoming ‘Service Catalogue’ review.

Our assessment criteria at a glance:

  1. Service Design – the ability to create a database of service records, containing a number of business and technical attributes, processes and workflows.
  2. Service Structure – the ability to organise and structure these services into a hierarchy of services and service offerings, ideally useable in a graphical format
  3. User Request Portal – a user-friendly/external facing portal that provides users with an intuitive User Interface to request services
  4. Request Fulfilment – request management workflow functionality that can be easily used and configured by system users
  5. SLA and event management – the ability (in the software or by integration) to define universal and bespoke levels of SLA which are then automated and escalated though an event management process – ideally linking with Incident, Problem and Change Management functionality
  6. Demand Management – the ability to provide real time allocation and monitoring of Service consumption, with financial calculations
  7. Dashboard – real-time user-friendly graphical monitoring and analysis of usage, trends and metrics across services and to various stakeholders
  8. 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

Full details of the assessment criteria can be found here.

Reviewer: Barclay Rae

Confirmed Participants:

Publication

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