Trends Report

Brief: How Large Service Management Vendors Can Stay Relevant

Digital Disruption Is Changing The Service Management Software Landscape

January 19th, 2016
JG
Jean-Pierre Garbani
With contributors:
Glenn O'Donnell , Eveline Oehrlich , Vanessa Wegner

Summary

The service management software market is based on four archetypes: megavendors, with portfolios that cover the whole management market; challengers, who work to build complete solution portfolios; innovators, who introduce new products; and specialists, who take their innovation to the next level in brand and ability to distribute. But this model imploded with the 2008 economic crisis and digital disruptions. This report tells large service management vendors how they can better serve infrastructure and operations (I&O) pros and stay relevant.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.