skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


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

Recommended Articles

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Enterprise Services

    5G: Another technology in search of enterprise use cases

    By Evan Kirchheimer 26 Apr 2018

    Service provider interest in justifying 5G investment through its potential to open new revenue streams from the enterprise segment is growing ever greater.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now