This IDC study represents a vendor assessment of the IT service and incident management software space using the IDC MarketScape model. Disruptive trends in mobility and cloud computing are driving increasingly heterogeneous IT environments that, in turn, are adding significant complexity to technology service delivery and support within the enterprise. To that end, many IT organizations are quickly discovering that traditional service and incident management practices and tools, which often rely on manual/high-touch processes, are not able to scale to meet the demands of the business. While automation has long held the promise of reducing IT staff's reliance on repetitive "keeping the lights on" tasks and freeing IT staff up to engage in higher-value initiatives, IT staff have largely lacked the trust in fully automating complex IT processes.
However, with advanced technologies available in the market for gathering, analyzing, and correlating unprecedented amount of IT and business user–related data, IT organizations are better positioned than ever to create smarter, faster, and more automated service and incident management practices. Likewise, IDC expects that artificial intelligence (AI) technologies for service and incident management will increasingly be leveraged to tap into large sets of unstructured and structured data sets to drive advanced automations aimed at enhancing service delivery and support experiences via task, process, and decision IT automation. For instance, artificial intelligence, machine learning, and advanced automation-enabled incident and service management software can be used for processes such as proactively scheduling service calls, intelligently assigning tickets, reporting network outages, and helping users provision new devices and/or software.
In addition, AI-enabled service and incident management is particularly well suited for mobile workers as it can allow for global 24 x 7 IT service and support availability. Likewise, IT organizations should seek IT service and incident management software solutions that offer integrated collaboration capabilities such as live chat, remote access, and self-service tools, to facilitate enhanced collaboration between IT staff and business users as well as to provide efficient access to IT services and support across multiple device types. As IT environments become ever more hybrid, incident and service management solutions that offer advanced integration with both on-premises and cloud-based technologies will increasingly gain traction in the enterprise. Likewise, the need for better change control, discovery, software license management, and compliance tracking is also helping drive demand in this market.
"IT service and incident management will continue to evolve from a reactive to a proactive posture in terms of both adopting and supporting new technologies. Thus IT support staff will seek solutions to better utilize its massive storage of data associated with business users' preferences, priorities, and practices to create faster, smarter, easier, and more intuitive interactions with its customers," comments Robert Young, research director, IT Service Management and Client Virtualization Software. "Savvy IT leaders will increasingly seek IT service and incident management solutions that offer Big Data–driven predictive analytics, automation, and artificial intelligence to reduce the need for manual processes, such as filling out forms and sending emails, and deliver an experience that end users prefer and enhances IT and business productivity."
LANDesk Software, Inc., VICTOROPS, INC., CHERWELL SOFTWARE, LLC, Hewlett Packard Enterprise, CA Technologies, Inc., BigPanda, Inc., ServiceNow, Inc., RESOLVE SYSTEMS, LLC, BMC Software, Inc., IBM, PAGERDUTY, INC., Zoho Corporation Pvt. Ltd., Novell, Inc.