Biomni’s solution offers greater breadth & depth over ITSM suites – Ovum
Ovum believe that Biomni’s solution offers greater breadth & depth over ITSM suites
Self-service and automation are moving to the heart of business processes, due to their efficiency and customer service benefits. The Biomni solution’s functionality supports enterprises’ user-facing operations with advanced service-oriented processes, by managing service catalog assembly, plus the requests made by users for services chosen from a service catalog, and the subsequent provisioning.
Scope of this research
- Supports user-facing operations with processes managing service catalog assembly, and requests made by users for services chosen from a service catalog
- Organizations can benefit from reducing costs of current manual processes, and reduce fulfillment times so that users benefit services more quickly
- Deals with capturing, authorizing, fulfilling, and measuring high volumes of requests in multiple languages, time zones, and currencies
Research and analysis highlights
It is becoming more important for greater control to be incorporated within organizations’ service management implementations, due to increased complexity and the need for appropriate risk management. Users’ requests for services can involve procurement and management of services that are externally provided, as well as those sourced internally.
End-user organizations or service providers that are committed to implementing full service management (possibly by adopting ITIL v3) would benefit from the scope of service catalog and request management supported within the Biomni solution.
Ovum believes that while Biomni’s solutions in this niche domain offer greater breadth and depth of capabilities over ITSM suites from broader-focused service management vendors, time will afford those competitors a chance to supply the same functions as Biomni, but integrated within a broader set of service management features.