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Vendor Landscape: Enterprise Service DeskTransform your ticketing to a full Service Management experience.Vendor Landscape: Enterprise ServiceInfo-Tech Research Group, Inc. Is a global leader in providing IT research and advice.Info-Tech’s products and services combine actionable insight and relevant advice withready-to-use tools and templates that cover the full spectrum of IT concerns. 1997-2013 Info-Tech Research Group Inc.DeskInfo-Tech Research Group1
IntroductionEnterprises need service desk tools. With the number of incidents comingand going, organizations must rely on the automation and reporting thesetools have to offer.This Research Is Designed For:This Research Will Help You: Enterprises seeking to select a solution for Understand what’s new in the EnterpriseEnterprise Service Desk Enterprises in which service desk use casesmay include: Seamless movement between on-demandand on-premiseService Desk market. Evaluate Enterprise Service Desk vendors andproducts for your enterprise needs. Determine which products are most appropriatefor particular use cases and scenarios. The ability to integrate with dedicated assetmanagement and Remote Desktop toolsVendor Landscape: Enterprise Service DeskInfo-Tech Research Group2
Executive SummaryInfo-Tech evaluated nine competitors in the EnterpriseService Desk market, including the following notableperformers:Champions: IBM, a well-established vendor with a powerful solution that offersInfo-Tech Insight1. Each vendor offers similar functionality:Enterprise class Service Desk solutions offerthe same functionality at a high level. Lookgranularly at features to assure the best fit.a large number of features. ServiceNow, though it scored low on the value ranking, offers astrong solution with enough functionality to make up for the steepprice. BMC has established itself as a leader in the Service Desksoftware space, and offers several products to present customerswith the best fit solution.Value Award: FrontRange offers a fresh-to-market solution with a strong featureset at minimal cost.Trend Setter Award: ServiceNow, for pushing the limits of self-service by encouraging2. Customizability is relative:Interface customizability is offered by allvendors, but each solution’s level ofcustomization differs. If branding isimportant, know which vendors best supportthe corporate look and feel.3. Service Desk can be all in one:Service Desk solutions are integrating withmore IT functions with every release. Lookfor savings by leveraging Service Deskmodules instead of implementing multiplesystems.customers to develop self-serve around a long-term strategy andtreat their self-serve business like a distinct product/service.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group3
Market OverviewHow it got hereWhere it’s goingThe Service Desk tool landscape has evolvedconsiderably over the past three decades, bringing riseto three distinct eras: Increased adoption of formalized IT ServiceManagement (ITSM) practices as IT departments seek astronger tie to business drivers. The Information Systems era (1980s) consisted ofend users accessing mainframes via dumbterminals. Technology rarely failed, and if it did, itwas replaced. As a result, it wasn’t necessary forsupport to be centralized. As end-user skill increases, so too will the end user’sdesire for self-service. As the market has alreadyshown, net costs for the self-serve portal will continue tofall as the number of users increases. The Help Desk era (1990-2003) involved a boom inend-user technology, but the users could not keepup with the growing sophistication. In order tosupport the volume of issues without exhaustingexpert IT resources, Help Desks became anecessity. Help Desk supporting tools andtechnology were targeted towards large enterprises. Attention will be paid to the development of mobile webapps, allowing solutions to utilize the same code baseas the core application and provide the samefunctionality. IT support will transition from a necessary evil thatneeds to be cost-cut to a core business component withmeaningful business value. Outsourcing service deskfunctions will be increasingly difficult to justify. The Service Desk era (2003-present) focuseslargely on ITIL best practices along with end-userempowerment.As the market evolves, capabilities that were once cutting edge become default and new functionalitybecomes differentiating. Knowledge management has become a Table Stakes capability and should nolonger be used to differentiate solutions. Instead focus on self-serve portals and end-user surveyfunctionality to get the best fit for your requirements.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group4
Enterprise Service Desk Vendor selection / knock-out criteria:market share, mind share, and platform coverage Increasing demand in ticket volume has led to a higher need for IT Service Desk automation and capability. This trendhas pushed organizations to seek integrated Remote Desktop, Asset Discovery, and workflow tools, as well as advancedcustom reporting and Survey Engine functionality. For this Vendor Landscape, Info-Tech focused on those vendors that offer broad capabilities across multiple platformsand that have a strong market presence and/or reputational presence among mid and large sized enterprises.Included in this Vendor Landscape: BMC Remedy. A seasoned veteran with home-grown and acquired products, now offering a solution for everyone. CA Service Desk Manager. A long-standing vendor with solutions across all environments, specifically targeting largeand complex environments. Cherwell. A young company with innovative technology and a great deal of industry experience. FrontRange HEAT Cloud. One of the most recognized Service Desk vendors, FrontRange has developed a rebrandedproduct with more functionality and greater ease of use. HP Service Manager. A software market leader with longstanding vendor presence and often a large price tag tomatch. IBM SmartCloud Control Desk (SCCD). A well-known vendor with recent focus on social capability and cloud options. LANDesk Service Desk. A veteran vendor with a strong competitive Service Desk offering. Omninet OmniTracker. A European contender with focus on out-of-the-box functionality as well as customizability. ServiceNow Service Automation. The fastest-growing software company in North America, it has captured 10% of themarket share in under six years.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group5
Enterprise Service Desk criteria & weighting factorsCriteria Weighting:Product Evaluation CriteriaFeaturesThe solution provides basicand advanced feature/functionality.UsabilityThe solution’s dashboard and reporting tools areintuitive and easy to use.AffordabilityThe three-year TCO of the solution iseconomical.ArchitectureThe delivery method of the solution aligns withwhat is expected within the ductStrategyReachChannelVendor is profitable, knowledgeable, and will bearound for the long-term.30%VendorViabilityVendor is committed to the space and has afuture product and portfolio roadmap.Vendor Landscape: Enterprise Service DeskStrategy25%Vendor offers global coverage and is able to selland provide post-sales support.Vendor channel strategy is appropriate and thechannels themselves are strong.123470%Vendor Evaluation hInfo-Tech Research Group6
The Info-Tech Enterprise Service Desk Vendor LandscapeThe Zones of the LandscapeChampions receive high scores for most evaluationcriteria and offer excellent value. They have a strongmarket presence and are usually the trend settersfor the industry.The Info-Tech Enterprise Service DeskVendor Landscape:Market Pillars are established players with verystrong vendor credentials, but with more averageproduct scores.CherwellFrontRangeInnovators have demonstrated innovative productstrengths that act as their competitive advantage inappealing to niche segments of the market.ServiceNowOmninetIBMBMCEmerging Players are newer vendors who arestarting to gain a foothold in the marketplace. Theybalance product and vendor attributes, though scorelower relative to market Champions.LANDeskCAHPFor an explanation of how the Info-Tech Vendor Landscape is created, see Information Presentation – Vendor Landscape in the Appendix.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group7
Balance individual strengths to find the best fit for wLegend Exemplary Good Adequate Inadequate PoorFor an explanation of how the Info-Tech Harvey Balls are calculated, see Information Presentation – Criteria Scores (Harvey Balls) in the Appendix.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group8
The Info-Tech Enterprise Service Desk Value IndexWhat is a Value Score?On a relative basis, FrontRangemaintained the highest Info-Tech ValueScoreTM of the vendor group. Vendorswere indexed against FrontRange’sperformance to provide a complete,relative view of their product offerings.ChampionThe Value Score indexes each vendor’sproduct offering and business strengthrelative to their price point. It doesnot indicate vendor ranking.Vendors that score high offer more bang-forthe-buck (e.g. features, usability, stability,etc.) than the average vendor, while theinverse is true for those that score lower.Average Score: 73100Price-conscious enterprises may wish to givethe Value Score more consideration thanthose who are more focused on specificvendor/product attributes.9890868075706065 50403020110*The vendor declined to provide pricing andpublically available pricing could not be foundFront Cherwell OmninetRangeIBMBMC150Service- LANDesk* HP*Now10120CA*For an explanation of how Price is determined, see Information Presentation – Price Evaluation in the Appendix.For an explanation of how the Info-Tech Value Index is calculated, see Information Presentation – Value Index in the Appendix.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group9
Table Stakes represent the minimum standard; without these,a product doesn’t even get reviewedWhat it is:FeatureIncidentManagementThe management of non-standard operationsresulting in interruption of services.ProblemManagementThe process of managing and preventingproblems and the incidents caused by them.ChangeManagementThe ability to assist in the transition to thedesired state.ConfigurationManagementDatabase(CMDB)A database that holds pertinent information toeach component of an information system.KnowledgeManagementAbility to save ticket information as aknowledgebase article and link to it directly.SLAManagementAbility to automate the management of servicelevel agreements, including escalation details.What Does This Mean?The products assessed in this VendorLandscapeTM meet, at the very least, therequirements outlined as Table Stakes.Many of the vendors go above and beyond theoutlined Table Stakes, some even do so inmultiple categories. This section aims tohighlight the products’ capabilities in excessof the criteria listed here.If Table Stakes are all you need from your Enterprise Service Desk solution, the only true differentiator forthe organization is price. Otherwise, dig deeper to find the best price to value for your needs.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group10
Advanced Features are the capabilities that allow for granularmarket differentiationScoring MethodologyInfo-Tech scored each vendor’s featuresoffering as a summation of their individualscores across the listed advanced features.Vendors were given one point for each featurethe product inherently provided. Somecategories were scored on a more granularscale with vendors receiving half points.Advanced FeaturesFeatureSelf-ServicePortalWhat we looked for:Self-service UI, deep integration withknowledgebase, service catalog, configurability.CustomReportingAbility to create unique reports.End-UserSurveyAbility to survey the satisfaction of end usersfrom within the tool.ChatThe ability to interact with customers throughtext chat.Follow-The-SunITIL PinkVerificationAbility to support a global operation throughticket transfer automation based on SLAs.Certification of core ITIL processes.For an explanation of how Advanced Features are determined, see Information Presentation – Feature Ranks (Stop Lights) in the Appendix.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group11
Each vendor offers a different feature set; concentrate on whatyour organization needsEvaluated FeaturesSelf-Serve PortalCustom ReportingEnd-User SurveyChatFollow-the-sunITIL kOmninetServiceNowLegend Feature fully present Feature partially present/pending Feature AbsentFor an explanation of how Advanced Features are determined, see Information Presentation – Feature Ranks (Stop Lights) in the Appendix.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group12
Self-service manageability includes knowledge management,the portal, workflows, templates, and the admin look and feelSelecting a vendor with advanced self-service manageability improves theeconomics and effectiveness of your Service Desk.1Self-Service Manageability23Why Scenarios?In reviewing the products includedin each Vendor LandscapeTM ,certain use cases come to theforefront. Whether those use casesare defined by applicability incertain locations, relevance forcertain industries, or as strengths indelivering a specific capability, InfoTech recognizes those use casesas Scenarios, and calls attention tothem where they exist.Exemplary PerformersServiceNow is the benchmark vendor for interfacelook and feel. Highly customizable interfaces,templates, and workflows let organizations build themost complete solution with the best fit.Cherwell offers a self-service portal with strong outof-the-box functionality. Cherwell’s “One-Step”functionality allows for easy technician approvals forself-service requests.For an explanation of how Scenarios are determined, see Information Presentation – Scenarios in the Appendix.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group13
Vendor presence is the combined evaluation of the vendor’sglobal base, longevity, product focus, channel, and serviceVendor presence is a critical factor to large enterprises with restrictiveapproved vendor policies.12Exemplary PerformersVendor Presence3ServiceNow has established itself as a strong vendorand a leader in the Service Desk space. It’s level ofquality sets it apart from most other vendors in thespace.Why Scenarios?In reviewing the products includedin each Vendor LandscapeTM ,certain use cases come to theforefront. Whether those use casesare defined by applicability incertain locations, relevance forcertain industries, or as strengths indelivering a specific capability, InfoTech recognizes those use casesas Scenarios, and calls attention tothem where they exist.Their latest Service Desk offering aggressivelyprepares for a future with substantially moreinterconnected devices.BMC has positioned itself as a leader in the ServiceDesk space through quality products and acquisitionsof competing solutions to bolster its portfolio. Offeringfive distinct solutions, it has every level of the ServiceDesk market covered.For an explanation of how Scenarios are determined, see Information Presentation – Scenarios in the Appendix.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group14
Seamless transition between on-demand and on-premiseMany organizations need a fast SaaS deployment before taking the solutionin-house when the infrastructure is in place.123Exemplary PerformersSeamless TransitionWhy Scenarios?In reviewing the products includedin each Vendor LandscapeTM ,certain use cases come to theforefront. Whether those use casesare defined by applicability incertain locations, relevance forcertain industries, or as strengths indelivering a specific capability, InfoTech recognizes those use casesas Scenarios, and calls attention tothem where they exist.Large-scale Service Desks can smoothly transitionbetween premises-based and hosted solutionswithout any loss of functionality or need for user oradministrator retraining.Cherwell offers customers the choice between onpremise and pay-as-you-go on-demand with aguarantee of data portability between the solutions.For an explanation of how Scenarios are determined, see Information Presentation – Scenarios in the Appendix.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group15
IBM has a proven longevity that is unmatched by manyof its uarters:Website:Founded:Presence:IBM SmartCloud Control Desk(SCCD)426,751Armonk, NYibm.com1911NASDAQ: IBM IBM is a market leader with a longstanding reputation andpresence. Its product, SCCD, is a merger of former productsTivoli Change and configuration management database TivoliAsset Manager for IT, and Tivoli Service Request Manager.Strengths IBM offers a flexible delivery model, allowing customers tochoose between Traditional on-premise, Software-as-a-Service,or VM Image. IBM is a proven vendor with a long standing history, large clientbase, and proven longevity.3 year TCO for this solution falls into pricingtier 8, between 250,000 and 500,000Challenges 1 1M Pricing solicited from public sourcesVendor Landscape: Enterprise Service Desk SCCD does not feature a visually appealing or easily navigatedadmin or end-user interface relative to competing solutions. SCCD’s end-user survey functionality lacks dynamic surveycomposition. By default, viewing incidents requires a query, rather thandisplaying all incidents currently open when the incident page isaccessed.Info-Tech Research Group16
SmartCloud Control Desk is a strong product with a veryadvanced set of featuresVendor ment OptionsOn-PremiseSaaSHostedValue Index75FeaturesSelf-Serve PortalCustom ReportingEnd-User SurveyChatFollow-the-sunITIL Pink Verification4th out of 9Info-Tech Recommends:Organizations looking for a feature-rich solution should shortlist SmartCloud, but adopters of this solutionmust be willing to pay the high cost of implementation.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group17
ServiceNow offers complete customizability overbranding of Service arters:Website:Founded:Presence: ServiceNow has experienced rapid growth with little sign ofslowing down. Their solution is developed with providing afamiliar, user-friendly interface in mind.ServiceNow ServiceAutomation Suite1,100 San Diego, CAservicenow.com2004NYSE: NOWStrengths ServiceNow provides an outstanding self-serve portal that offersstrong functionality out of the box. A strong level ofcustomization allows customers to brand the page in theirimage. ServiceNow allows users to bookmark pages within the webapp for quick switching between specific incidents, resolutions,and other sections of the solution.3 year TCO for this solution falls into pricingtier 9, between 500,000 and 1,000,000Challenges The cost of ServiceNow, especially when including the optionalDiscovery and Dependency Mapping application, is far abovemost vendors. 1 1M Pricing solicited from public sourcesVendor Landscape: Enterprise Service DeskInfo-Tech Research Group18
ServiceNow is a strong vendor with a strong product,but the price of Service Automation is quite highVendor ment OptionsSaaSValue Index11FeaturesSelf-Serve PortalCustom ReportingEnd-User SurveyChatFollow-the-sunITIL Pink Verification6th out of 9Info-Tech Recommends:Organizations looking for a strong level of customization and branding will find ServiceNow an excellentchoice. Organizations with a low budget should stay away.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group19
Remedy is BMC’s most feature-rich Service Desk site:Founded:Presence:BMC Remedy IT ServiceManagement Suite6,500South Jordan, UTbmc.com1985Privately heldOverview BMC has built a portfolio of four different Service Desksolutions, both through development and acquisition. Each hasbeen recently updated to contain new social, analytical andmobile capabilities.Strengths Improved usability of the self-service portal allows end users tosolve problems on their own more easily than with the previousversion of Remedy. End users can chat with an artificial intelligence to solve basicissues, and there are free resources for more complicatedtickets. If the AI cannot solve an issue, the client is routed to areal person who can.3 year TCO for this solution falls into pricingtier 8, between 250,000 and 500,000Challenges Remedy’s interface is not as appealing or easily navigated ascompeting solutions. Remedy comes at a higher cost than many other competingsolutions.Pricing solicited from public sourcesVendor Landscape: Enterprise Service DeskInfo-Tech Research Group20
Remedy is a robust solution, but comes at a moderately higherprice than competitorsVendor ment OptionsSaaSOn-PremiseValue Index65FeaturesSelf-Serve PortalCustom ReportingEnd-User SurveyChatFollow-the-sunITIL Pink Verification5th out of 9Info-Tech Recommends:Current BMC customers running a less feature-rich Service Desk tool will find the transition to Remedythe least difficult.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group21
LANDesk offers a better mobile experience for workers on theroadOverviewMarket ed:Presence:LANDesk Service Desk750South Jordan, UTlandesk.com1985Privately heldThe vendor declined to provide pricing, andpublicly available pricing could not be found LANDesk Service Desk is a solution designed to integrate withalready in-place enterprise management systems. The solutionfocuses on analyst and end-user management throughconvenience, transparency, and consistency.Strengths LANDesk Service Desk has received all 15 ITIL processPinkVerify certifications from Pink Elephant’s most recentcertification offerings. Additionally, LANDesk is also KnowledgeCentered Support (KCS) V3 verified for knowledgemanagement. LANDesk offers a single platform for mobile web apps, allowingany brand of mobile device to connect and take advantage offeatures.Challenges LANDesk relies on integration with Crystal Reports rather thanincluding a built in, native custom reporting module. Asset discovery is built into Service Desk, but is a separateproduct offered by LANDesk. 1Vendor Landscape: Enterprise Service Desk 1M Info-Tech Research Group22
LANDesk offers a full ITIL PinkVERIFY certified solutionVendor ment OptionsSaaSOn-PremiseValue IndexN/AFeaturesSelf-Serve PortalCustom ReportingEnd-User SurveyChatFollow-the-sunITIL Pink VerificationThe vendor declined to provide pricing,and publicly available pricing could not befoundInfo-Tech Recommends:Organizations looking for a solution that meets certification standards should look deeply into LANDeskdue to its PinkVERIFY and KCS certifications.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group23
Cherwell Service Desk offers strong functionality for a low s:Website:Founded:Presence:Cherwell Service Desk100 Colorado Springs, COcherwell.com2004Privately held Cherwell is a relatively small organization competing in a marketfilled with giants. Despite this, it has risen up with a robust,highly configurable solution.Strengths Cherwell offers a flexible deployment model that allows thecustomer to choose which aspects of the solution are hostedand which are on premise. Customers can host their own data,but subscribe to the hosted software, for example. Cherwell employs the use of wizards and drag-and-dropfunctionality to intuitively deliver a comprehensive solutionwithout the need for customized coding.3 year TCO for this solution falls into pricingtier 7, between 100,000 and 250,000Challenges 1 1M Cherwell lacks dynamic question construction for end-usersurveys. Cherwell has not had the same opportunity to grow and matureas other organizations in this market. Larger vendors competingin the service desk space have already dominated othermarkets and built large client bases.Pricing provided by vendorVendor Landscape: Enterprise Service DeskInfo-Tech Research Group24
Cherwell offers an excellent self-serve portal with morefunctionality than most competitorsVendor ment OptionsOn-PremiseSaaSHostedValue Index98FeaturesSelf-Serve PortalCustom ReportingEnd-User SurveyChatFollow-the-sunITIL Pink Verification2nd out of 9Info-Tech Recommends:Cherwell should make most organizations’ shortlist based on price alone. Backed up with a strongfeature set, it makes a strong contender against most other vendors.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group25
HEAT Cloud is a solid solution that is new to theservice desk market this s:Website:Founded:Presence:FrontRange HEAT Cloud 400Milpitas, CAfrontrange.com1989Privately held3 year TCO for this solution falls into pricingtier 7, between 50,000 and 100,000 FrontRange has refocused around the HEAT brand, but with allnew technologies. Heat Cloud is a web-based ITSM solutiontargeted to enterprise Service Desk users while offering a newlevel of platform flexibility between premise-based and cloudbased solutions.Strengths A recent separation of FrontRange and GoldMine business unithas driven an increased focus on the continued improvement ofthe service management business. HEAT Cloud offers a much improved interface over previousversions of FrontRange tools. HEAT Cloud presents a strong, easy-to-use end-user interface,as well as a robust, easily navigated administrator interface.Challenges Though FrontRange is a well-established vendor in the ServiceDesk space, HEAT Cloud is relatively new to the market and willhave to fight against already established solutions. 1 1M Pricing provided by vendorVendor Landscape: Enterprise Service DeskInfo-Tech Research Group26
HEAT Cloud is an excellent solution at a moderate priceVendor ment OptionsSaaSOn-PremiseValue Index100FeaturesSelf-Serve PortalCustom ReportingEnd-User SurveyChatFollow-the-sunITIL Pink Verification1st out of 9Info-Tech Recommends:Organizations that are already FrontRange customers will want to consider HEAT Cloud as a viableoption. Other organizations should avoid early adoption of a new product and allow the solution tomature before purchasing.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group27
Omninet offers a standard set of Service Desk features, yetcomes in at a below average rs:Website:Founded:Presence:Omninet OMNITRACKER120Eckental, Germanyomninet.biz1993Privately held Omninet’s focus is on providing a single, fully configurable BPMplatform that supports any business process. OMNITRACKER’s modular software architecture allowsorganizations great flexibility when implementing.Strengths Omninet offers one of the lowest prices of all vendors evaluatedin the Enterprise Service Desk report. Omninet offers a flexible pay-per-use licensing model that letscustomers exceed the number of concurrent licenses on monthto-month basis. OMNITRACKER allows for easy integration with currently inplace infrastructure through the use of an open interface.3 year TCO for this solution falls into pricingtier 7, between 50,000 and 100,000Challenges Of all solutions evaluated, Omninet has the lowest number ofITIL PinkVerified processes, though with nine out of fifteenpossible certifications, it is by no means insufficient for mostorganizations. 1 1M Pricing provided by vendorVendor Landscape: Enterprise Service DeskInfo-Tech Research Group28
OMNITRACKER offers a flexible platform in whichorganizations can build a perfect fit solutionVendor ment OptionsOn-PremiseSaaSHostedValue Index86FeaturesSelf-Serve PortalCustom ReportingEnd-User SurveyChatFollow-the-sunITIL Pink Verification3rd out of 9Info-Tech Recommends:Organizations willing to put in the effort of customization will find a well-fitting solution inOMNITRACKER. Further, organizations with specific needs may find a low price solution from licensingthe separate modules found in OMNITRACKER, rather than a full-functioning solution.Vendor Landscape: Enterprise Service DeskInfo-Tech Research Group29
CA is a long-standing vendor with a focus on IT managementOverviewEmerging ed:Presence:CA Service Desk Manager14,000Islandia, NYca.com1976NASDAQ:CA A long-standing Information Technology vendor, CATechnologies has offered IT management solutions targeted atlarge and complex environments for more than 35 years.Strengths CA Service Desk Manager has received all 15 ITIL processPinkVerify certifications from Pink Elephant’s most recentcertification offerings. CA enables custom reports using drag-and-drop functio
Vendor Landscape: Enterprise Service Desk Info-Tech Research Group 1 Info-Tech Research Group, Inc. Is a global leader in providing IT research and advice. Info-Tech's products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. .
