From total cost of ownership to functionality to customer support and service, the ITSM market is vast and finding the right solution can feel daunting. The 2022 Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews.
Total Cost of Ownership
IT teams are moving towards codeless platforms that can be easily administered without a large team of technical resources.
One Platform for IT Service Management with Project Management
For the IT team, the platform needs to support ITIL, incorporate change management, offer a stellar end-user portal, knowledge management and asset management. However, organizations find that by putting service & project management together, they can get a more unified view of work and resources.
A codeless service management solution allows organizations to manage the system without technical resources. Easily spin up new apps for HR, Marketing, Legal and Facilities... and allow these groups to manage their own request and project area. Create new forms such as work orders, or requests for marketing support... organize dashboards, and even configure workflow - all without any coding or scripting.
Integration & Automation
Service Management is now tied very closely with enterprise integration and automation; whether it is to adjust user / group permissions, to onboard new employees, or to simple make a name change, being able to trigger workflow and action from the ITSM platform can help.
Download the Info-Tech 2022 ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and market requirements.