Ovum Evaluates: Help Desk and Customer Service Systems Contents Volume 1 Contents and services Guides Glossary Briefing Papers Differentiating between support software products The turning point has happened Services and buying them Information resources Service-level management and the help desk: towards business-meaningful service-level management Service provider profiles Outsourcing and the virtual company ‘Think global, act local ’ – international support Demystifying problem resolution Year 2000 and the help desk Profiles Inference – Content Navigator Molloy Group – Knowledge Bridge Primus – Solution Series © Ovum Ltd 1999. Unauthorised reproduction prohibited. Page 1 of 2 Contents Volume 2 Evaluations Applix Applix HelpDesk Bendata Heat Clarify ClearHelpdesk Computer Associates Paradigm HP ITSM Network Associates Magic TSD Enterprise Peregrine ServiceCenter PHD PHD Enterprise Platinum Technology AutoAnswer Remedy Remedy Help Desk Royalblue Helpdesk For Windows Tivoli Systems Tivoli Service Desk Vantive Vantive HelpDesk WorkGroup Systems Quetzal © Ovum Ltd 1999. Unauthorised reproduction prohibited. Page 2 of 2 Ovum Evaluates: Help Desk Software Guide to scoring *XLGHWRVFRULQJ At a glance 2 Product glossary 4 Verdict 5 Product overview 6 Product architecture 7 Usage 8 Changes 9 Company background 10 Services and support 11 Pricing and distribution 12 Product evaluation 13 Evaluation methodology 14 Scoring policy 15 Scoring process management 16 Scoring asset tracking and management 21 Scoring problem resolution 24 Scoring integration 28 Scoring scalability 32 Scoring customisation 35 Scoring usability 39 System administration 43 © Ovum Ltd 1998. Unauthorised reproduction prohibited. Page 1 of 42 Guide to scoring Ovum Evaluates: Help Desk Software $WDJODQFH This is the first section in every evaluation. It shows the major conclusions in our analysis, plus a summary of the scores in each dimension of our evaluation. Developer The name and location of the company that develops the product. Versions evaluated The name of the product, the version evaluated and the release date. Key points Base data • Types of support system best suited for this product • DBMSs the product runs on • Server platforms the product runs on Strengths • Strength • Strength • Strength Points to watch • Point to watch • Point to watch • Point to watch Scores Example 12345678910 Process management Asset tracking and management Problem resolution Integration Scalability Customisation Usability Page 2 of 42 © Ovum Ltd 1998. Unauthorised reproduction prohibited. Ovum Evaluates: Help Desk Software Guide to scoring Price points We give a price point for 10, 50 and 200 concurrent analysts, based on the information provided by the vendor. Prices are given in thousands of US dollars. Where the product is not aimed at a number of analysts this is noted as not applicable (n/a). 1 2 4 8 15 30 60 125 250 500 ÏÏÏ 10 50 200 © Ovum Ltd 1998. Unauthorised reproduction prohibited. Page 3 of 42 Guide to scoring Ovum Evaluates: Help Desk Software 3URGXFWJORVVDU\ We list product components and complementary applications that we refer to in the evaluation. This list also provides some insight into the product’s architecture and the vendor’s philosophy. The glossary is product-specific and augments our global Glossary. Page 4 of 42 © Ovum Ltd 1998. Unauthorised reproduction prohibited. Ovum Evaluates: Help Desk Software Guide to scoring 9HUGLFW We express our opinions of the product, based on our evaluation. Our conclusions are drawn from our findings in each dimension, and are presented in a form that enables potential purchasers to assess the overall capabilities of the product. We also include a statement on the typical usage of the product, including (where available) the average number of analysts per installation and the average customisation effort required. © Ovum Ltd 1998. Unauthorised reproduction prohibited. Page 5 of 42 Guide to scoring Ovum Evaluates: Help Desk Software 3URGXFWRYHUYLHZ Product positioning We explain the target market for this product, positioning it in our market model. We also examine whether the product is targeted at a particular vertical market, or has a specific philosophy that may affect its suitability for certain organisations. We use a ‘shamrock model’ diagram to show what the product offers. (See Figure 1 for an example.) Refer to our briefing paper, Differentiaitng between software products, for a full discussion of the model. Figure 1 Ovum’s Shamrock model – example Customer Service IT Help Desk Sales force automation Asset mgt Network mgt • Systems mgt Change mgt Human resources Business Support Page 6 of 42 © Ovum Ltd 1998. Unauthorised reproduction prohibited. Ovum Evaluates: Help Desk Software Guide to scoring 3URGXFWDUFKLWHFWXUH A description of the technical architecture of the product, including the development language and client-server model (if appropriate). We also note any Internet/intranet support. We detail the platforms that the product is available on, including: • operating system (server) • operating system (client) • hardware (server) • databases supported (and whether native or via OBDC). © Ovum Ltd 1998. Unauthorised reproduction prohibited. Page 7 of 42 Guide to scoring Ovum Evaluates: Help Desk Software 8VDJH To give a concrete idea of the scope of the product, we ask the vendor to name three up-and-running implementations of the product. We look for a typical application, a very large implementation, and one that has been technically challenging. We do not check out the validity of the reference if we can name the organisation – we make it clear that the vendor supplied the details. Otherwise (if anonymity is requested by the organisation), we always investigate the reference. Page 8 of 42 © Ovum Ltd 1998. Unauthorised reproduction prohibited. Ovum Evaluates: Help Desk Software Guide to scoring &KDQJHV Changes since last evaluation This section only appears if we have evaluated the product before. We comment on changes implemented, and we refer back to the promises made by the vendor in the previous evaluation. Future enhancements We report on the vendor’s priorities for enhancing its product. We press for information on release dates. If in the future we re-evaluate the product, we will use this information to check progress and make comments in our Changes since last evaluation section. © Ovum Ltd 1998. Unauthorised reproduction prohibited. Page 9 of 42 Guide to scoring Ovum Evaluates: Help Desk Software &RPSDQ\EDFNJURXQG History We concentrate on milestones and headlines, both in the company and in the product history. We include information on when the company was founded, when its first support system was launched, and major steps in the evolution of the product. We also note significant mergers and partnerships. Commercial We comment on the vendor’s commercial background, concentrating on its support system sales. We quote the revenue and profit figures and other interesting information from the vendor’s annual report, where available. We try to isolate support system revenues from other revenues, but this is not always possible. Figures from different vendors cannot always be compared. We provide, where possible, the breakdown between revenue from product licences and from related services (including maintenance fees and consultancy). Vendor positioning We explain the vendor’s entire product set and where this particular product fits into the vendor’s overall strategy. For example, is this the only product it develops or is it part of an integrated suite? Page 10 of 42 © Ovum Ltd 1998. Unauthorised reproduction prohibited. Ovum Evaluates: Help Desk Software Guide to scoring 6HUYLFHVDQGVXSSRUW Training We report on the training courses provided by the vendor and discuss its overall training philosophy. We also comment on the necessity of training, whether the vendor recommends a minimum amount and whether customers make use of it. Consulting Some vendors are major consulting firms or software houses in their own right. Others focus exclusively on developing and selling their products, and have little to offer in the way of practical project support or ready-made applications. This section will give you an idea of what to expect. We also discuss consulting partnerships, referring to relationships with VARs, SIs and OEMs. Support We assess the vendor’s arrangements for support, including: • pricing (is it inclusive of licence fee?) • hand-offs to third parties • local/regional support • local/international user groups • choice of support programme. © Ovum Ltd 1998. Unauthorised reproduction prohibited. Page 11 of 42 Guide to scoring Ovum Evaluates: Help Desk Software 3ULFLQJDQGGLVWULEXWLRQ Price details We give detailed pricing breakdowns if possible. We note optional extras and state whether these features are included in the evaluation scores. Distribution We outline the distribution arrangements for the product and provide up to three contact addresses (one each for North America, Europe and Asia-Pacific). Page 12 of 42 © Ovum Ltd 1998. Unauthorised reproduction prohibited. Ovum Evaluates: Help Desk Software Guide to scoring 3URGXFWHYDOXDWLRQ This section contains the detailed analysis and scores for each of the dimensions of our evaluation: • process management • asset tracking and management • problem resolution • integration • scalability • customisation • usability. What we look for in each of these dimensions is explained further in our Scoring sections. © Ovum Ltd 1998. Unauthorised reproduction