1|Page

CRM vendor analysis

1. Microsoft Dynamics
Description offer

Packages CRM and ERP

Cloud based platform Y

Y/N

Service offering  Consulting

 Customization
 Migration
 Integration
 QA as well as maintenance
 support of Dynamics 365 apps

Advantages  Easy to Use

 Integrates with Microsoft Products
 Better Customer Service Experience
 Built-In Analytics
 Data Privacy
 Save Money
 Customization
 Scalability

Notes  M365 has the following levels

 Software Types -ERP/CRM
 Software families- D365
 Software Areas- CRM Sales & Marketing
 Y* - On premesis services are available

GoC's existing User's CBSA, SSC

product features  Financial Management.

 Sales and Service Management
 Project Management
 Supply Chain Management
 Operations Management
 Reporting and Analytics.

Functional  customer data management

Requirements  sales automation
 marketing automation
 customer service management
 Built-In Analytics

Technical Requirements  Processor- x64 architecture or compatible dual-core 1.5 GHz

2|Page

processor
 Memory- 4 GB RAM minimum
 Hard disk- 10 GB of available hard disk space minimum

Implementation and  Improving Customer Service through Integration- Dynamics ecommerce

Integration integration.
 Improve The Quality of Your Customer Experience- Dynamics
ecommerce integration.
 Streamline Customer Service Processes- Dynamics CRM ecommerce
 Centralized data for the sales team
 Centralize management & configuration- Improve application
administration
 KPIS, Reporting, Measure Success- Dynamics CRM integration,

Pricing Enterprise

Sales Professional- $65 per user/month

Business Central Essentials- From $70 per user/month

Business Central Premium- From $100 per user/month

Customer Service Professional- $50 per user/month

Sale

Sales Professional App-$65 per user/month

Sales Enterprise2 $95 per user/month

Sales Premium2- $135- per user/month

Microsoft Relationship Sales2-$162 per user/month

Finance & marketing

Finance-$180 per user/month

Marketing- From $1,500 per tenant/month

Supply chain

Supply Chain Management $180 per user/month

Guides- $65 per user/month

Intelligent Order Management -From $300 per 1,000 orders lines/month

Customer Services

Customer Service Professional- $50 per user/month

Customer Service Enterprise- $95 per user/month

3|Page

Field Service -$95 per user/month

Remote Assist -$65 per user/month

Project management & HRM

Project Operations- $120 per user/month

Human Resources-$120 per user/month

Customer Data Platform & Commerce

Customer Insights- $1,500- per tenant/month

Customer Voice- From $200 - 2,000 survey responses per tenant/month*

Commerce- $180 per user/month

Fraud Protection- $1,000- per tenant/month

Customer support, and  Copilot

scalability  Real-time insights
 Case management
 Collaboration
 Agent desktop
 Intelligent routing

2. ServiceNow
Description offer

Packages CRM

Cloud based platform Y

Y/N

Service offering  IT service management (ITSM),

 IT operations management (ITOM),
 IT business management (ITBM)
 Customer Service Management (CSM)

Advantages  Simple but robust tool for structuring and automating workflows
 Application Development
 Field Service Management:
 IT Service Management
 ServiceNow is a cloud-based platform
 Cost Reductions & Improved Response Time
 ServiceNow provides enhanced management and tracking of IT
systems and day-to-day operations.
4|Page

Notes ServiceNow has the following level

software types-

• Software Asset Analytics dashboard.

• Software Asset Management dashboard.
• Normalization and Content Service dashboard.
• Engineering License Overview dashboard.

Software families - Agile Development 2.0

Software- IT service management (ITSM), IT business management (ITBM),

and IT operations management (ITOM)

GoC's existing User's Deloitte, Ricoh Canada,

product features • Automation Engine.

• DevOps.
• Environmental, Social, and Governance.
• Enterprise Asset Management.
• Field Service Management.
• Governance, Risk, & Compliance.
• Internationalization & Localization.
• Legal Service Delivery.

Functional • Operations and workflows the product must perform (i.e., the
functional details of the product’s features)
Requirements
• Formats and validity of data to be input and output by the product
• User interface behavior
• Data integrity and data security requirements
• What the product must do to meet safety and other regulatory
requirements
• How the system validates user access/authorization for use and
modification of the system

Technical Requirements • ServiceNow Kingston or later (including San-Diego)

• Connectivity between your SCOM Management Servers and
ServiceNow for REST API calls (TCP port 443 and potentially 80)
either directly or via a proxy server
• A valid Cookdown product license that includes ServiceNow
• Discovered CIs with Fully Qualified Display Names that match
SCOM Principal Names (Maintenance Mode Add-on only)

Implementation and • Process integrations move data across systems to facilitate a

process, like sending ServiceNow records to Jira to support a
Integration
development process.
• UI integrations present public web information within the Now
Platform, such as displaying weather forecasts.
• Data integrations enable data sharing, such as viewing
demographic HR data, like titles or managers, within the platform.
5|Page

Pricing Consultation And Setup cost:

• Hourly Rate – $30 – $80

• Daily Rate – $400 – $600
• Annual Rate – $30,000 – $70,000
• Service cost:
• ITSM Starter – $70 per user
• ITSM Professional – $100 per user

Integrations & Migration cost:

• Integration Hub Starter Edition – No cost subscription up to

1,000,000 transactions per year
• Integration Hub Standard Edition – Starting at $100 per month
• Integration Hub Professional Edition – Pricing N/A
• Integration Hub Enterprise Edition – Pricing N/A

Training cost:

• Non-Implementation Specialist Certifications – $300

• Implementation Specialist Certifications – $450
• Master Architect Certification Program – $15,000
• Maintenance cost: starts at $200

Customer support, and It delivers robust customer solutions to organizations of all types and sizes.
scalability It enhances service operations to better engage customers by making daily
tasks easier for employees, boosting employee experience and workforce
efficiency.

3. Salesforce
Description Offering

Packages CRM

Cloud based platform Y/N Y

Service offering • Sales Cloud.

• Marketing Cloud.
• Analytics Cloud.
• Community Cloud.
• Commerce Cloud.
• Service Cloud.
• App Cloud.
• Collaboration cloud

Advantages • Better Time Management.

6|Page

• Ultimate Accessibility
• Increased Revenue.
• Greater Customer Satisfaction.
• Simple Account Planning.
• Trusted Reporting.
• Improved Team Collaboration.

Notes Software types: CRM and SaaS

Software families:

• Professional,
• Enterprise,
• Performance,
• Unlimited,
• Developer Editions

Magento 2 is primarily a self-hosted, on-premise platform

GoC's existing User's • CCS,

• Ontario Ministry of Natural Resources and Forestry,
• Shared Services Canada,
• City of Calgary,
• City of Grande Prairie,
• City of Regina,
• BC Hydro,
• Natural Resources Canada.

product features • Account and Contact Management.

• Opportunity Management.
• Salesforce Engage.
• Sales Collaboration.
• Sales Performance Management.
• Lead Management.
• Salesforce Mobile App.
• Workflow and Approvals.

Functional Requirements • System functionality.

• Data definitions.
• Business processes.
• Business rules.

Technical Requirements • An Octane 2.0 score of 30,000 or greater.

• Network latency of 150 ms or less.
• Download speed of 3 Mbps or greater.
• At least 8 GB of RAM, with 3 GB available for Salesforce
browser tabs.

Implementation and • AppExchange Products

• ERP Systems
Integration
7|Page

• Email Suites
• Collaboration Systems
• Accounting Systems
• Social Media
• Marketing Tools

Pricing Essentials

• Sales and customer support for up to 10 users: € 25

/user/month* (billed annually
• Sales Professional
• Complete CRM for any size team.: € 75 /user/month**
(billed annually

Service Professional

• Complete service CRM for teams of any size: € 75

/user/month** (billed annually)
• Marketing Cloud Account Engagement
• Suite of marketing automation tools for any size team: €
1,250 /month** up to 10,000 contacts (billed annually)

Customer support, and • We make sure we understand our customers, meaning we

study what they do on our website, how they got to it, and
scalability
how they use the customer portal.
• We authenticate, meaning we ask people to log in and
provide user IDs to access services so that we know who’s
doing what and why, which gives us even more data to use
to enable self-service.
• Finally, we use our proprietary AI engine, Einstein, to make
recommendations based on the data we gathered through
numbers one and two

4. BMC
Offer Description

Packages CRM & CSM

Cloud based platform Y/N Y

Service offering • Service Management.

• IT Automation.
• IT Operations.
• Operations Management.
• Cloud Management.
• Workload Automation.

Advantages • Digital service management, including a customer service

8|Page

management solution
• Incident management, change management, problem
management, and service level management
• Also offer tools for monitoring, managing IT infrastructure,
including servers, databases, networks, and applications
• Clear and intuitive interface
• Customer facing portal integrating different products

Notes BMC has the following level

Software types:

• BMC Helix SaaS Solutions.

• BMC Helix Enterprise Service Management.
• BMC Helix IT Service Management (ITSM)
• BMC Helix Digital Workplace.
• BMC Helix Virtual Agent.

Software families- BMC TRACK-IT!

GoC's existing User's National Bank of Canada and CCHS

Product features • Discovering cloud services.

• Data provenance.
• Exhaustive pattern library.
• Discovery service.
• Discovery queue.
• Reasoning.
• Datastore.
• Clustering.

Functional Requirements • Breaks Down the Problem.

• Offers Design Input.
• Considers Components for Feedback. Includes Validation
Strategies.
• Requirements are Ranked by Importance.
• Complete, Concise, and Modifiable

Technical Requirements • CPU- Minimum- 3.0 GHz Intel/AMD

• Memory (RAM)- minimum- 4GB
• Monitor- 1280x1024 or higher
• Hard drive space- 30 GB + log space minimum
• Temp Free Space: For installation: 2GB in /tmp (Linux) and
3GB in %TEMP% (Windows)
• Operating systemc : Windows 10, 2012 R2 Server, 2016
Server, 2019 Server and Linux x64: SLES 12 SP4, 15, and
RHEL 6 (deprecated), 7, 8, Ubuntu 18

Implementation and For new installations, perform the following steps to complete the
Integration integration with BMC Remedy IT Service Management:
9|Page

• Modifying existing forms and workflows for new installations

• Importing the workflow
• Customizations to the HPD:Help Desk form
• Enabling integration points
• • Testing the BMC Remedy ITSM integration

Pricing • The package prices is given upon request

• The cost is $60/per user per month

• BMC Remedy cost- $114.75 USD/user/month

Customer support, and The MongoDB cluster requires specific cluster setup to support high
scalability availability (HA). For the sizing recommendations for the small (1500
users), medium (4500 users) and large (7500 users) environments,
use a replica set configuration of 1 primary and 2 secondary servers.

The sizing recommendations table below includes BMC

recommendation for MongoDB cluster configuration based on the
number of users

5. Ivanti
Offer Description

Packages CRM, ECM, LCM

Cloud based platform Y/N

Service offering
• Ivanti Neurons for App Security Orchestration & Correlation.
• Ivanti Neurons for Mobile Threat Defense.
• Ivanti Neurons for Patch Management.
• Ivanti Neurons for Risk-Based Vulnerability Management.
• Ivanti Neurons for Secure Access

Advantages • OS provisioning
• Patch management
• Software distribution (on premises)
• PC remote assistance
• Ease of management (sysadmin).
• Simple deployment to assets.
• Valuable quantifiable data and reporting tools.
• Broader more granular reporting options.

Notes Ivanti software types

• Enterprise Mobility Management.

• Industrial device management.
10 | P a g e

• Centralized printer management.

• Rugged Device Management. Handheld rugged MDM.

GoC's existing User's N/A

Product features • Network Security.

• Zero trust network access.
• Zero trust secure access VPN.
• Virtual Application Delivery Controller. Secure and agile
application delivery.
• Ivanti NAC. Network access control solution.
• Ivanti Neurons for Patch Management. Risk-based cloud
patch management.
• Security Controls. Patch and application controls.
• Endpoint Security for EPM. Endpoint security for Endpoint
Manager.
• Ivanti Neurons for Mobile Threat Defense. Security for
Android, iOS and iPadOS devices.

Functional Requirements On the Endpoint Security server:

• Microsoft Internet Information Services (IIS) 7.0 or later

• Microsoft .NET Framework 4.6.7

Ivanti Endpoint Security provides the .NET Framework 4.6.7 installer

during installation or upgrade (reboot required). However, pre-
requisites must be installed on some Operating Systems prior to this.

• Microsoft Windows Installer

• Microsoft Silverlight 5.0 (will be installed by the Endpoint
Security installer)
• Microsoft Visual C++ 2015 Redistributable Package (x86 and
x64)
• Microsoft Visual C++ 2012 Update 4 Redistributable Package
(x86 and x64)

On machines used to access the Endpoint Security web console:

• a supported browser- Web Browser Requirements

• Microsoft Silverlight 5.0

Technical Requirements • 512 MB (1 GB recommended) memory.

• Pentium® Dual-Core CPU or AMD equivalent.
• 3 GB minimum hard disk drive.
• 100 MBits/s NIC.

Implementation and • Automation Integration allows you to configure services that

can invoke Run Books in an Ivanti Automation environment,
Integration
for example to create user accounts, e-mail accounts, or to
install software. The settings that you specify are used by
the Transaction Engine to connect to Automation
11 | P a g e

Dispatchers and invoke Run Books when necessary.

• Additionally, you can specify the URL of the Automation
Management Portal. This allows you to redirect
administrators to specific areas of the Automation
Management Portal when they are working in Identity
Director.

Pricing The integrated solutions for Ivanti Patch for SCCM or Ivanti Patch for
Endpoint Manager are content subscriptions starting at $9 per
endpoint for perpetual or $5 per endpoint for subscription.

Customer support, and Rising IT costs, compliance requirements and increasing security
scalability concerns are causing most enterprises to reconsider inefficient
business practices. In order to optimize their business environments
and streamline their processes, numerous companies turn to
virtualization. However, finding a powerful platform that’s both
highly-scalable and cost-effective can be a hurdle for IT
administrators.

The AppSense Platform provides a solution to businesses with

regulatory compliance challenges and endpoint security needs. It’s
been deployed by over 3,200 enterprises worldwide, including
government agencies, healthcare organizations, banks, and Fortune
1000 companies. AppSense Application Manager provides
unprecedented control and leverage to IT teams, and provides ample
resources for unrivaled scalability.

Reduce Security Risks

IT teams are empowered to control endpoints and reduce security

risks significantly, while still providing a positive user experience.
Application Manager Trusted Ownership™ equips your operating
systems with a “trust layer” by blocking the execution of malware
that users knowingly or inadvertently download onto their desktops.
As a result, antivirus functions in certain VMs and servers can be
minimized without heightened risk, resulting in fewer system
resources being consumed—and possibly longer hardware life.

Furthermore, Performance Manager addresses application behavior

in shared environments. The platform improves user density by more
than 40% , and improves hardware cycles. As a result, IT teams can
deliver a highly responsive desktop to users. IT support and licensing
costs are reduced. And the overall reliability of your company’s
platform is increased.

User Scalability

According to performance testing, Adobe Flash software, antivirus

12 | P a g e

products, and poorly-engineered applications are known to impact

“user density” by up to 30 percent. This results in an increased cost
per user, which further drives up IT costs and quickly eats away at
the company’s budget—without a return on investment. AppSense
improves security and reduces the cost per user substantially by
minimizing and restricting technologies and resources which
consume and drain performance.

AppSense provides a host of benefits for companies on the fast track

to growth, as well as smaller organizations that need room to scale in
the future. Users not only get to work immediately upon
deployment, but log-on times will improve by up to 90 percent.
Fewer help desk calls means IT staff can focus on critical projects,
increasing their productivity—and your bottom line.

The power to conquer the most stringent enterprise demands hinges

on leaving room for future scalability, at minimal cost and effort. That
power is AppSense. Our team is ready to give you a personalized 10
minute demo to show you how we can help. Schedule your demo
today

IBM

Offer Description

Packages CRM and ERP

Cloud based platform Y/N Y

Service offering • Analytics....

• Application services.
• Artificial intelligence.
• Blockchain.
• Cloud computing.
• Hybrid cloud.
• Cybersecurity.
• E-commerce.

Advantages • Absolute reliability

• Industry-leading security
• Scalability and Flexibility
• Latest IBM Technology
• Unbeatable Integrated Functions in IBM i

Notes IBM software types

• IBM SPSS Statistics. - G2 Crowd. ...

13 | P a g e

• IBM SPSS Statistics GradPack & Faculty Packs. ...

• Watson Assistant.
• IBM Maximo.
• IBM Turbonomic Application Resource Management.
• Watson Text to Speech.
• IBM Cognos Analytics on Cloud.
• • IBM Cloud Pak for Data.

GoC's existing User's Canadian federal government, the Ontario provincial ... HPC tools
available

Product features • Automation. Intelligent automation for business and IT

operations.
• Data & AI. Optimize your data strategy to support data-
driven decisions.
• Industry. Get solutions for your industry. ...
• Security. Enterprise cybersecurity for today's hybrid cloud
environments.
• Sustainability. Embed sustainability into your business
transformation.

Functional Requirements • Identify Message and Interface Types

• Identify Mappings
• Define mapping specifications
• Analysis and Design
• IBM Integration Bus Implementation
• Static data configuration
• Installation and Setup
• Using the Fragmentation sample application
• Removing the Fragmentation sample application
• Performance notes
• Store and Release sample application
• Scheduled Expectation sample application
• ODM Integration sample application
• Debulking and Bulking Sample Application

Technical Requirements Server hardware Consult with your IBM® or Partner account team for
recommendations that best fit your business requirements.

Server vendor software Operating system: AIX®, Linux, or Solaris

InfoSphere MDM Custom Domain Hub version 10.0

IBM Installation Manager version 1.5.0 or higher*

Servlet Container: IBM WebSphere® 8.0.0.3 or later

Web 2.0 feature pack for IBM WebSphere Application Server

DB2® 9.7 or Oracle 11

14 | P a g e

• WebSphere MQ 7.0.1.3 or WebSphere embedded messaging

• JSP 1.2
• IBM JDK 1.6
• A utility to extract compressed files.
• Client workstation hardware Processor: 800 MHz minimum
• Memory: 128 MB minimum, 1 GB suggested
• Disk Storage: 30 MB minimum
• Networking: TCP/IP, 10 MB or greater
• Client workstation vendor software Internet Explorer® 8.0 or
9.0, or Mozilla Firefox 10.0
• Running Internet Explorer with Enhanced Security Settings
(ESS) enabled is not supported

If you are using Internet Explorer, disable Compatibility View mode

for the domain that hosts the InfoSphere MDM Reference Data
Management Hub. This setting is changed by using the Tools >
Compatibility View settings menu.

• Cookies must be enabled

• JavaScript must be enabled

Implementation and New and enhanced software services are designed to assist you with:
Integration • Planning

• Design

• Installation

• Configuration

IBM Global Services has enhanced its Operational, Implementation,

and Installation Services portfolio with the following capabilities:

• IBM Implementation Services for DB2® Information Integrator is

designed to enable integrated, realtime access to traditional and
emerging data, and to manage data placement for performance,
currency, and availability.

• IBM Operational Support Services for pSeries™ performance

management has been enhanced with logically partitioned mode
(LPAR) support.

• IBM Implementation Services for Virtual Tape Server advanced

policy management helps you design and use policy management
functions to improve your use of dual copy, cache management,
selective peer-to-peer copy mode, or volume pooling.

• IBM Implementation Services for IBM TotalStorage™ SAN

Integration Server is designed to assist you with project planning,
15 | P a g e

configuration planning, logical configuration, skills transfer, and

testing of your IBM TotalStorage SAN Integration Server.

• IBM Implementation Services for IBM TotalStorage SAN Volume

Controller is designed to assist you with project planning,
configuration planning, logical configuration, skills transfer, and
testing of your IBM TotalStorage SAN Volume Controller.

• IBM Implementation Services for TotalStorage FAStT copy is

designed to assist you with planning, implementing, and providing
skill training on either remote volume mirroring or FlashCopy® on
your FAStT storage server.

• IBM Technology Assessment and Consulting Services for storage

virtualization is designed to provide an overview education on
storage virtualization and solution design customized to your
environment.

• IBM Installation Services for Geographically Dispersed Parallel

Sysplex™ has been enhanced with a new capability called
HyperSwap™ which is designed to broaden the continuous
availability attributes of Geographically Dispersed Parallel Sysplex®
(GDPS™)/Peer-to-Peer Remote Copy (PPRC).

Pricing prices upon request

Customer support, and • Set your direction based on our Industry 4.0 reference
architecture and industry standards.
scalability
• Unleash maximum value by selecting use cases to address
immediate needs with high ROI.
• Validate your security posture for IT and OT.
• Achieve scale by consistently deploying advanced
technologies on an open platform.