Abstract

This IDC study uses the IDC MarketScape vendor assessment methodology to evaluate vendors in the evolving IT service management market. These vendors have made the transition from providing simple ticketing systems suitable for incident and request management in IT organizations to business process and workflow portfolios or platforms capable of organizing digital and human assets to deliver a defined outcome. Many of these vendors have integrated artificial intelligence (AI)/machine learning (ML) either to augment their existing workflow products or as the core of the platform's capabilities. These tools are still plagued by high switching costs and total cost of ownership over time.

"IT service management vendors are at the forefront of digital transformation, progressively adopting principles of service design and management, which enable organizations to adapt to the shifting balance between structured work and emergent work," said Shannon Kalvar, research manager, IDC's IT Service Management and Client Virtualization Program. "This adoption is still in its early stages, as seen in the advent of 'enterprise service management,' but holds a great deal of promise for the future."

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