Spectrum Benchmark ITSM – Introduction to ITSM and market overview


Spectrum Groupe is proud to offer in 2021 a new paper that aims to introduce the ITSM concepts and to present the estimated representative market.

IT is becoming increasingly complex in many organisations, the number of elements is growing, and it is becoming a major expense centre. It is therefore more and more important to control and monitor it, and above all to have a clear vision of the hardware, software, contracts and licences in order to provide an optimal service to employees in need of answers to their questions or assistance. The need for tools is therefore increasingly felt in organisations that are sometimes overwhelmed by the management of IT assets and problems.

Service and ticket management software has been around for a very long time (Mantis….), but was initially aimed at customer/provider ticketing in the IT world, and then the BtoC after-sales sector in general. Although IT management products have long been offered mainly to large organisations, their association with the service desk is still fairly recent. Today, a mature offer for the internal service desk exists. It primarily concerns IT, but other areas of the company are often covered (general services, legal, HR, etc.).

The Method

This Benchmark has been developed to provide insight into the global ITSM market. Each solution has been evaluated against over 60 functional criteria, categorised as follows

  • Customer interfaces
  • Ticket entry
  • Ticket processing
  • Automation
  • Knowledge base
  • Dialogue
  • Asset Management
  • CMDB
  • Change management
  • Quality management
  • Reports
  • Satisfaction analysis

The Panel

Spectrum Groupe has chosen to focus on 8 quality solutions, each with a different approach towards representing the market:

  • BMC Helix
  • Easy Vista
  • Freshservice
  • iTop
  • Jira Service Management
  • Matrix42
  • Mint Service Desk
  • ServiceNow

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The document is available here for free

Article author :
Thomas Poinsot

Thomas Poinsot