Gartner call regarding front ends for BMC Remedy 11/19/2012
"Don't buy a tool with an integrated service catalog."
"Lots of pros for having the service catalog separate."
"French company developed software seems to have a stronger interface. French companies have a strong embedded methodology of separating presentation and business layers."
"Well-designed tools don't change that much over time, in significant components and layouts. Back-end and underlying technology may change frequently."
PMG
Not a large company, but solid. SaaS and on-premise.
Biomni
UK company, cloud integration. Tight Symantec integration. Small presence in the US. Global support may be lacking. On-premise only, free version available (Front Office Essentials).
Cisco Workplace Portal
Bought New Scale. New Scale was considered the top service catalog tool at the time (about a year ago). SaaS through partners. No mobile service catalog.
CA Service Request
CA Service Catalog, interface is functional, quick access to favorite services. Favorites are determined by admin, not end-user. Sometimes tending towards the complex. SaaS only available via 3rd party hosting provider.
Axios -
27 years support management tools, nicer look and feel. Service Catalog did surprisingly well. Axios finished 3rd overall in 10-tool evaluation, not far behind second. BMC 5th, Biomni in 6th place, ServiceNow in 7th.
Cherwell
Spend more time listening to users and customers. Easy to use and navigate. Amazon- or Google-like feel.
EasyVista
French company, easy-on-the-eyes interface. Easy to use and navigate. Amazon- or Google-like feel. Seems to have a cool project management tool built into the ITSM setup.
Column Technologies
Integrator and development company for Remedy integration.