Competitive Product Comparison:
Tivoli Service Request Manager versus
BMC, CA, HP and Service-Now
IBM Confidential
© 2011 IBM Corporation
Cloud Competitive Project Office
The Competitive Landscape and Unique Value of IBM
Service Request Management
IBM
Product
IBM Role and Business Value
Leading
Competi
tors
Competitors Unique Business Value
Tivoli
Service
Request
Manager
Automated request fulfillment
system through integrated service
desk and service catalog
BMC
• Service Desk marketshare leadership
• RemedyForce platform offers ability to crosssell into Salesforce CRM base
HP
• Legacy Peregrine customer base
• Operations Orchestration workflow integration
with Change Mgmt
CA
•Common data model/ platform for Unicenter
suite
•Service Desk combined with CMDB in offering
Servicenow
• UI ease-of-use and consumability and quick
TTV (with SaaS delivery model)
• Provide service desk technicians
with an accurate, complete real-time
view of complex networks and IT
domains
• Automate many manual processes
and reduce mean time to repair
• Help optimize service availability by
quickly identifying problems before
they cause costly outages
• Leverage IT Infrastructure Library
(ITIL) framework to support key
processes through your organization
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© 2011 IBM Corporation
Cloud Competitive Project Office
Advantages of the Tivoli Service Request Manager (TSRM)
TSRM ‘s unified solution based on J2EE, unified service
desk and catalog and flexibility in delivery models helps
every type of customer realize ITSM value
Low TCO
Unified platform
J2EE platform
Preserves
customization from
version-to-version
upgrades
Common UI
Common workflow
Common
administration
Preserves
customization
Flexibility
One Touch
Enterprise license
Automated one-touch
experience
SaaS delivery
Offers Service Desk
and Service Catalog
integrated in one
offering
Appliance delivery
Service Providers
Small Medium
Business
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IBM Confidential
© 2011 IBM Corporation
Cloud Competitive Project Office
Competitive Capability Assessment - Tivoli Service
Request Manager
Decision
Criteria
Incident &
Problem
Management
Knowledge
Management
Service Level
Management
Service Catalog
Tivoli Service
Request
Manager
(TSRM)
BMC Remedy
Service Desk
HP Service
Manager
Service-Now
Solutions are essentially “on par” with each other
with the exception of Service-Now which has
very basic Service Catalog and does not offer
Change Management
Additional $$
Additional $$
Additional $$
Basic function
Lacks
enterprise
strength –
Change
Schedule, CAB,
Analytics
Change
Management
Leading
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CA Service
Desk
Manager
On Par
IBM Confidential
Behind
© 2011 IBM Corporation
Cloud Competitive Project Office
Why Tivoli for TSRM and not the competition?
Integrated Solution
An Integrated set of solutions represent the full
management of data, processes, tooling and
people
Common Data Model
The core solutions share a common data
subsystem for simple data sharing
Why TSRM?
1. Unlike BMC and HP
TSRM offers low TCO, preserving customizations from version to
version
IBM customers are NOT stuck on older versions with rip-andreplace upgrade nightmares
2. Unlike Service-now, IBM offers flexibility with both on-premise and
SaaS-based offerings – TSRM and Tivoli Live Service Manager
3. Unlike other competitors, IBM offers a strong and global services
organization, cited as our strength (Gartner MQ 2010)
Processes that Work Together
The core solutions share a process workflow
automation engine
Did you know?
No Rip and Replace
Leverage existing investments in IBM and 3rd
party IT management tools
Lower Cost of Ownership
Lower infrastructure and training costs, simple
upgrade model
5
TSRM has had the largest customer growth of ALL vendors in the Magic
Quadrant – 50 ->1400+ customers
Gartner has recognized that IBM has closed the gap on IT Service Desk
functionality, sales, marketing and product roadmap against the other
“Big4” vendors HP, BMC and CA
Gartner states that IBM continues to expand its market presence by
showing up on more Gartner client vendor-selection shortlists
Gartner calls out IBM’s relationship with CIOs and our large and global
sales force as strengths
IBM Confidential
© 2011 IBM Corporation
Cloud Competitive Project Office
Why We Win and Why We Lose When Selling the Tivoli
Service Request Manager
Tivoli Service Request Manager
wins deals when focus is on…
Tivoli Service Request Manager
loses deals when focus is on…
Depth and Breadth of IBM
Service Management portfolio
Incident & Problem Mgmt alone
Out-of-box capability across
Incident, Problem, Change,
Configuration and Release Mgmt
Niche vendors try to claim Service
Management coverage with snazzy
UI for Incident and Problem Mgmt
alone
Customization
Ability to preserve customizations
from version-to-version unlike
competitor rip-and-replace
upgrades
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IBM Confidential
© 2011 IBM Corporation
Cloud Competitive Project Office
What is coming next…
The following features have been planned and evaluated in
future releases to improve competitiveness:
IBM Product Upcoming Feature
How it Beats the Competition
TSRM
Usability and
Consumability
improvements
Faster time to value, lower TCO
Enhanced out-of-box
contents for Desk and
Catalog
Faster time to value
Integration with Lotus
Collaboration, SAP
Solution Manager
Leverage existing investments in Lotus,
SAP and centralize on the TPAE engine
with TSRM
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© 2011 IBM Corporation
Cloud Competitive Project Office
Case Studies
Forrester report on Total Economic Impact with IBM Tivoli Service Management
solutions
– Total economic impact and potential return on investment (ROI) that enterprises may
realize by deploying service management solutions from IBM Tivoli — CCMDB, TSRM,
TAMIT, and TADDM...... the ROI for a global financial services organization is 45%
with a breakeven point (payback period) of three years after deployment.
– https://w3.tap.ibm.com/w3ki07/download/attachments/600000058715/TEI+of+IBM+Tivoli
+Integrated+Service+Management+Solution+063010.pdf?version=1
Forrester report on IT Service Management Support Tools
– http://w3-03.ibm.com/software/analyst/articles/forrester/forsup.pdf
Everything on need to know on Service Request Management and Fulfillment cab
be found on the ISM wiki
– https://w3.tap.ibm.com/w3ki07/display/IBMSM/Service%20Request%20Management%2
0and%20Fulfillment
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© 2011 IBM Corporation
Cloud Competitive Project Office
Reference Slides
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IBM Confidential
© 2011 IBM Corporation
Cloud Competitive Project Office
Integrated approach to Service Management
Integrated Solution
An Integrated set of solutions represent the
full management of data, processes, tooling
and people
Tivoli Asset
Management for
IT
Maximo Asset
Management
Common Data Model
The core solutions share a common data
subsystem for simple data sharing
Tivoli Process Automation Engine
Processes that Work
Together
Common Data Subsystem
The core solutions share a process workflow
automation engine
No Rip and Replace
Leverage existing investments in IBM and 3rd
party IT management tools
Change & Config
Management
Database
Tivoli Service
Request Manager
Tivoli Provisioning
Manager
Lower Cost of Ownership
Lower infrastructure and training costs,
simple upgrade model
TADDM
TSAM
Cloudburst
•MAM – Maximo Asset Mgr; TADDM – Tivoli Application Dependency Discovery Mgr; TAMIT – Tivoli Asset Management for IT; CCMDB – Change & Configuration Management Database;
TSRM – Tivoli Service Request Manager; TPM – Tivoli Provisioning Mgr; TSAM – Tivoli Service Automation Mgr
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IBM Confidential
© 2011 IBM Corporation
Cloud Competitive Project Office
TSRM Delivery Models
Service Management
Products
Enterprise
license
Software as a
Service
HW Appliance
(incident, problem, change,
config, release and asset
management & service catalog)
(incident, problem, change, config,
release and asset management &
service catalog )
(incident, problem &
change only)
IBM Cloud
Employee
end user
IT Staff
Software-as-aservice
ITIL roles and
workflows
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IBM Confidential
© 2011 IBM Corporation
Cloud Competitive Project Office
IBM Tivoli® Live – service manager Offering Highlights
Tivoli Live – service manager
Sold by User Role, allowing for increased flexibility
and lets the client pay only for what they need
Includes robust CMDB and Asset Management
capabilities in addition to problem and incident
management
Based on Tivoli’s Process Automation Engine – all
processes are integrated and share common data
model
Simplified GUIs and interfaces to facilitate quick
startup
Hosted on IBM Compute Cloud
Terms of Offering:
• User role-based, subscription pricing
• Minimum term (1 year) and volume (~25 users) to
qualify for offer
• Standard service supports up to 400 users
• Phone and e-mail support (24 hour response)
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IBM Confidential
Tivoli Service Request Manager 7.2
(Service Desk and Service Catalog )
Tivoli Change & Configuration
Management Database 7.2
Tivoli Release Process Manager 7.2
Tivoli Asset Manager for IT 7.2
-Integrated, single Virtual Machine
image, with key enablement for
different functionality
-Simplified GUIs, Roles and Workflows
for Ease of Use
-Specific user guides and welcome kit
for customer self-service
-Simple data integration tooling for
loading user and asset data
© 2011 IBM Corporation
Cloud Competitive Project Office
IBM Service Manager for Smart Business
Reduce help desk costs, Increase availability, Improve end-user satisfaction
Up to 20 authorized users & 10 concurrent users
(Customer Service Reps, Technical Support)
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IBM Confidential
IBM Service Manager for Smart
Business
(Software PID 5725-C54)
Tivoli
Provide efficient service support through ITIL
V3 aligned support processes – incident,
problem and change
IT asset discovery
Self Service interface & knowledge base
Remote Diagnostics
Intuitive Reporting
Workflows Optimized for Midmarket
Integration with Application Manager
Unlimited Self-Service Users
Lotus Foundation start, ISMfSB base &
Concurrent license
(D0HYELL) $16,000
Authorized User (D0HYGLL)
$1,700 per Authorized User (20 Max)
Concurrent User (D0HYILL)
$4970 per Concurrent User (10 max)
Hardware Ordered Separately
© 2011 IBM Corporation