“Many ITSM vendors are shifting to a broader Enterprise Service Management approach to support collaboration and unified management across all service departments,” says Warwick Ashford, Senior Analyst at KuppingerCole and author of the report. “Another key trend in ITSM is automation which seeks to improve services by automating tasks and workflows, and reduce tickets by automating actions to resolve issues before tickets are raised.” Also, leading ITSM vendors are increasingly focusing on supporting interoperability with other products and services through the provision of secure APIs.
The report compares Access Management solutions from the following nine vendors: Alemba, BMC, Cherwell, IBM, Ivanti, ManageEngine, Matrix42, Micro Focus, and ServiceNow. In the “Vendors to Watch” section, the report also lists other vendors with promising ITSM product offerings.
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