2014 The Forrester Wave

An Analyst Report Courtesy of Pinnacle BCS

 Key Points:

  • Visual graphical positioning of the top 10 most significant ITSM SaaS vendors
  • Scoring of the top 10 vendors based on their SaaS delivery capabilities
  • Detailed findings about how well each vendor fulfils its ITSM SaaS criteria

The ITSM SaaS market has existed since 2004, and since then, many vendors have invested in their SaaS delivery capabilities to make them more stable and reliable. However, a lot of vendors still have room for improvement in delivering superior default features such as availability, resiliency, breadth of offering, and scope of the predefined service. Where does your solution rank? Is it time for a change?

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