Serviceware is the #1 ITFM and TBM provider for large companies and medium-sized businesses in Germany, Austria and Switzerland 2024

  • Analyst "Research In Action" awards Serviceware first place in the "Vendor Selection Matrix™

Idstein Serviceware SE was recognized by analyst firm Research In Action GmbH as the winner of the new "Vendor Selection Matrix™ 2024" (VSM) in the area of Technology Business Management (TBM) and IT Financial Management (ITFM).

The Vendor Selection Matrix™ is based on a survey of 700 IT and business managers with budget responsibility in German medium-sized businesses and large DACH companies. It analyzes their motivation for ITFM and/or TBM projects as well as the challenges and solution options that arise along the way. 

In addition to the title of overall winner – in some categories well ahead of market competitors such as Apptio, ServiceNow or USU – Serviceware is also delighted to have received top scores in the categories "Recommendation Index", "Customer Satisfaction" and "Value for Money", as defined by customer feedback. 

The analysts were particularly impressed by the "practical approach" of the Serviceware Digital Value Model (DVM), which effectively addresses the implementation hurdles of the TBM model outlined in the study. 

In addition, Serviceware's innovative "AI-First" strategy has been extremely well received. The company has been consistently using AI in the area of financial planning for more than five years. 

Thomas Mendel, Managing Director of Research In Action GmbH, also points out the strengths of linking the solution with other service areas of the Serviceware platform: "In the area of ITFM and TBM, the Serviceware Financial solution is used by many major international customers and is particularly characterized by its close connection with Serviceware Performance. The unique combination of these products effectively links the ITFM and TBM context with the (corporate) planning and analytics level." 

Dirk K. Martin, CEO of Serviceware SE, is delighted: "We are very pleased with receiving this award as part of the Vendor Selection Matrix™ and it proves that we are on the right track. With the introduction of the Digital Value Model and the latest #FreeTBM initiative, we have taken further significant steps, which are now reflected in these excellent ratings from the RIA analysts and our customers." 

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About Serviceware

Serviceware empowers organizations worldwide to reinvent their service ­processes – digital and highly automated. At the core of our portfolio is the ­AI-­native Serviceware platform. It transforms services across industries, aligns technology and service costs directly with business value, and intelligently connects ­people, processes, and data to form the foundation for service excellence in modern ­enterprises.

Since 2018, Serviceware has been harnessing the potential of artificial intelligence in service management. The continuous advancement of the platform is driven by Serviceware’s AI competence center in close collaboration with TU ­Darmstadt, one of Germany’s leading technical universities.

The Serviceware platform includes solutions for Enterprise Service Management, IT Financial Management, Knowledge Management, Corporate Performance Management, and Field Service Management – deployable individually or seamlessly integrated. Our portfolio is complemented by strategic consulting, managed services, and a strong network of partners in IT security, data management, and endpoint management.

Serviceware serves over 1,100 customers worldwide across diverse industries, including 18 DAX-listed companies and 5 of the 7 largest German enterprises. Headquartered in Idstein, Germany, the company employs over 450 people across 14 international locations.

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