This Group Test explores the relationship between the IT management disciplines of IT Asset Management (ITAM) and IT Service Management (ITSM).
Our remit was to explore the opportunities for managing assets and interacting with ITAM teams whilst maintaining everyday ITSM processes. In particular we were looking to review ITSM tools that offer ITAM functionality or integrate with tools that do – or ITAM tools that provide value to ITSM lifecycles.
I was pleasantly surprised and encouraged by the growing overlap between ITAM and ITSM functionality in the tools reviewed. It was great to see all camps taking advantage of the obvious benefits of ITAM and ITSM integration. It was also refreshing to review technology from all four corners of the globe; including some new vendors that some of our readers might not have heard of yet.
Participants in this “bake-off” were:
|Supplier||Country of Origin||Number of Customers||Summary|
|InvGate||Argentina||3,000+||Comprehensive ITAM & ITSM solution with next-generation interface|
|ManageEngine||India||100,000+||A good solid solution for building an integrated ITAM and ITSM foundation.|
[Best in Class]
|Germany||900+||Arguably the first vendor to offer comprehensive Enterprise grade SAM within a full ITSM suite|
|Miradore||Finland||500+||A desktop management solution providing ITAM and Configuration Management capabilities and opportunities for automating routine ITSM tasks|
|SupaTOOLS||New Zealand||80||A refreshing alternative to big ITSM tool frameworks at a competitive price.|
|Virima||USA||2||ITAM and ITSM in a competitive package. Detailed inventory for datacenter environments plus key service management functions to be able to turn datacenter insight into action.|
ITXM – ITAM and ITSM (2+2=5)
What are the benefits of integrating ITAM and ITSM?
The vision for fully integrated ITAM and ITSM is –
- For ITAM:
- Meeting compliance and efficiency goals whilst decisions and changes are being made rather than attempting to clean up mess afterwards, allowing the business to make smart technology choices without booby-traps and with visibility of total cost of ownership.
- Allowing users to be productive and have access to the assets they need whilst being compliant.
- For ITSM:
- Offering visibility of asset relationships and costs to facilitate faster incident resolution, proactive problem management and less error prone change management.
- Delivering self-service without risks.
- Updating asset data on the fly as part of BAU for everyone’s benefit – allowing smarter decision making.
Vendor Summary – Strengths and Weaknesses
|InvGate||Assets and Service Desk||Code free configuration / Low consulting requirement||No server / service dependency mapping|
|Strong interface and user experience|
|Next generation IT Management Tooling|
|Strong embedded game mechanics|
|ManageEngine||ServiceDesk Plus||Fully Integrated ITAM & ITSM||Lacks polish|
|Free Version||Shortage of specialist knowledge|
|Use for outside IT department|
|Matrix42||ITSM Suite and Workspace Management||A modern IT management platform with vast platform coverage.||Minimal market penetration outside central Europe|
|ITAM and ITSM mapping from day one|
|Workflow driven solution – adapt for every process|
|BYOD, Mobile and Cloud addressed|
|Miradore||Miradore||Good offering for Managed Service Providers||A good complement for the service desk – but offers no ticketing or core service desk functions.|
|Light versatile and automated desktop management|
|Low cost monthly subscription|
|Good inventory and asset verification offering|
|Self service software request platform|
|SupaTOOLS||SupaDESK, SupaCMDB||Strong CMDB centric ITSM offering||Minimal license management capabilities|
|Cloud, on-premise or flip between two|
|Well though out design, easy to use|
|Great relationship views for viewing ALL attributes|
|Low consulting requirement|
|Virima Technologies||EcosystemManager||Datacentre Visibility||New software offering, limited existing customers|
|Turn datacentre insights into service management actions|
|Ideal for datacentre migration or consolidation|
|Strong visualisation of dependencies|
Best in Class for ITAM & ITSM – MATRIX42
We’ve awarded Matrix42 Best in Class for ITAM and ITSM integration for their comprehensive ITAM and ITSM suite.
ITXM – Full ITAM & ITSM integration at last!
“Matrix42 want to be the management layer that sits on top of the services that run IT and claim their key differentiators are strength of integration, automation and speed to value – eschewing the consulting heavy approach of many IT management tool rivals.”
Matrix42 is the closest toolset manufacturer we’ve seen to be able to realize the full ITAM and ITSM vision from one platform. The solution offers both strong ITSM capabilities (verified for eight ITIL processes via a modern interface) whilst also offering depth of datacentre SAM coverage (identifying options and packs enabled for Oracle database). Matrix42 are arguably the first vendor to offer comprehensive Enterprise grade SAM within a full ITSM suite.
Disclaimer, Scope and Limitations
The information contained in this review is based on sources and information believed to be accurate as of the time it was created. Therefore, the completeness and current accuracy of the information provided cannot be guaranteed. Readers should therefore use the contents of this review as a general guideline, and not as the ultimate source of truth. Similarly, this review is not based on rigorous and exhaustive technical study. The ITAM Review recommends that readers complete a thorough live evaluation before investing in technology. This is a paid review, that is, the vendors included in this review paid to participate in exchange for all results and analysis being published free of charge, without registration. For further information, please read our Disclosure page.
About Martin Thompson
Martin is also the founder of ITAM Forum, a not-for-profit trade body for the ITAM industry created to raise the profile of the profession and bring an organisational certification to market. On a voluntary basis Martin is a contributor to ISO WG21 which develops the ITAM International Standard ISO/IEC 19770.
He is also the author of the book "Practical ITAM - The essential guide for IT Asset Managers", a book that describes how to get started and make a difference in the field of IT Asset Management. In addition, Martin developed the PITAM training course and certification.
Prior to founding the ITAM Review in 2008 Martin worked for Centennial Software (Ivanti), Silicon Graphics, CA Technologies and Computer 2000 (Tech Data).
When not working, Martin likes to Ski, Hike, Motorbike and spend time with his young family.
Connect with Martin on LinkedIn.