International Data Corporation (IDC) MarketScape: 2020 ESM Vendor Analysis


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International Data Corporation (IDC) is one of the leading global providers of market intelligence and consultative services for the information technology, telecommunications, and consumer technology markets. IDC's research and insight help IT professionals, business executives, and the investment community make the best technology decisions to achieve their organization’s business goals. IDC is made up of more than 1,100 analysts that provide global, regional, and local expertise on technology, and have done so for over 50 years.

IDC’s evaluation of worldwide IT Service Management (ITSM)providers categorizes vendors into four different groups including Leaders, Major Players, Contenders, and Participants.

IDC uses their MarketScape methodology to evaluate vendors in the evolving IT service management market.

According to IDC’s synopsis, “these vendors that are being evaluated 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”. The suppliers IDC includes in their 2020MarketScape report were selected to represent the suppliers that make up the top 90% of revenue in the IT Service Management market. These suppliers must also perform at least two or more core functions that include asset management, business management, change management, event management, incident management, knowledge management, and problem management.

IDC includes Micro Focus as a Major Player in their evaluation. IDC claims that Micro Focus’ Service Management Automation X (SMAX)containerized platform is a reimagining of the original Service Anywhere toolset with a modern architecture and a focus on collecting and labeling data to enable the creation and continuous operations of discrete artificial cognitive skills. IDC’s report mentions that customers cited SMAX's flexibility, rapid implementation, and data integration as key features of interest, along with the rapid pace of new AI skills being brought to bear in practical scenarios.

See the IDC MarketScape report here

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