IT Consumerization impacts ITSM Tools Development: Says Ovum

According to Ovum's Decision Matrix: Selecting an IT Service Management Solution, it has been revealed that BMC joins ServiceNow as market leaders in ITSM solutions. While Information Technology Infrastructure Library (ITIL) is still heavily influencing the development of ITSM tools, these disruptive trends and IT consumerization have had a large impact on the evolution of ITSM solutions over the past 18 to 24 months.

Assessing the capabilities of 13 ITSM solutions, Ovum explains how vendors are increasingly recognizing the need to include mobile, automation, and social functionality to help enterprises improve service delivery and service support activities.

"ITSM tools, refined and repeatable processes, and productive people are crucial to large enterprises needing to meet rapidly-changing business demands. Yet, IT consumerization has presented vendors with the challenge of developing innovative offerings that empower end- users, enable greater levels of self-service, and offer functionality and features that are common in consumer products," said Adam Holtby, ITSM Analyst, Ovum.

The research also suggests that while ITIL is very much still the universal language of ITSM, both from an enterprise and vendor perspective, it should be used as guidance and should be tailored to fit a business’s individual needs.