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This Ovum Interactive Decision Matrix provides feature-by-feature analysis to help enterprises evaluate the leading ITSM solutions deployed as SaaS.


  • In terms of functionality, there is little differentiation between the SaaS solutions offered by many vendors. Historically, the ITIL framework has very much influenced the way in which ITSM solutions have evolved in terms of capabilities offered. While this alignment is still important to customers, disruptive technologies including social, mobile, cloud, and advanced reporting and analytics are now impacting how ITSM solutions are evolving to meet new customer demands.

Features and Benefits

  • Compares ITSM solutions deployed as SaaS at a functional level, across a wide variety of different capability criteria.
  • Analyzes each solution in detail, providing clients with good detail as to how each solution could support their ITSM needs.

Key questions answered

  • Which solutions does Ovum identify as leaders in the ITSM SaaS space?
  • What capability differentiates the various solutons assessed?
  • How does Ovum feel ITSM solutions will evolve over the coming years?

Table of contents


  • Catalyst
  • Key findings

Vendor solution selection

  • Inclusion criteria
  • Methodology
  • Ovum ratings
  • Ovum Decision Matrix Interactive

Market and solution analysis

  • Market leaders: ServiceNow, BMC Remedy 9
  • Market challengers

Market leaders

  • Market leaders: technology
  • Market leaders: execution
  • Market leaders: market impact

Vendor analysis

  • Axios assyst 10 SP6 (Ovum recommendation: Challenger)
  • BMC Remedyforce (Ovum recommendation: Challenger)
  • BMC Remedy 9 (Ovum recommendation: Leader)
  • CA Cloud Service Management Bamboo release (Ovum recommendation: Challenger)
  • Cherwell Service Management, 5.0 (Ovum recommendation: Challenger)
  • HEAT Service Management (Ovum recommendation: Challenger)
  • HP Service Anywhere (Ovum recommendation: Challenger)
  • IBM Control Desk (Ovum recommendation: Challenger)
  • ServiceNow Fuji (Ovum recommendation: Leader)
  • SysAid (Ovum recommendation: Challenger)


  • Further reading
  • Author

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