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." 

The Vendor Selection Matrix is available for download.

About Serviceware  

Serviceware is a leading provider of software solutions for the digitalization and automation of service processes (Enterprise Service Management), with which companies can increase their service quality and manage their service costs efficiently.  

The Serviceware Platform consists of seamlessly integrated software solutions that can also be used independently of each other. Since 2018, Serviceware has been focusing on the potential of artificial intelligence in service management. Today, AI is the central innovation factor of the Serviceware Platform, which is constantly being further developed in the company's own AI competence center in cooperation with TU Darmstadt.  

Serviceware partners with customers from strategic consulting through the definition of the service strategy to the implementation of the Serviceware Platform. Further components of the portfolio are safe and reliable infrastructure solutions as well as managed services.  

Serviceware has more than 1,000 customers worldwide from various business sectors, including 17 DAX companies, as well as five of the seven largest German companies. The head office of Serviceware is in Idstein, Germany. Serviceware employs more than 500 people at 14 international locations.  

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Media contact 

Werner Lütkemeier, Group Director Marketing 

Phone: +49(0) 2233/2012-196