CRM vendor analysis

Competitor Analysis
Vendor list
• Microsoft Dynamics
• Salesforce
• ServiceNow
• BMC
• Ivanti
• IBM
Vendor package
vendor Microsoft ServiceNow Salesforce BMC Ivanti IBM
Dynamics

package CRM and CRM CRM CRM CRM CRM

ERP

Cloud based Y Y Y Y Y Y
platform
Y/N
Service offering
vendor Microsoft Salesforce ServiceNow
Dynamics
Services • Consulting • IT service • Sales Cloud.
• Customization management • Marketing Cloud.
• Migration (ITSM), • Analytics Cloud.
• Integration • IT operations • Community Cloud.
• QA as well as management • Commerce Cloud.
maintenance (ITOM), • Service Cloud.
• support of • IT business • App Cloud.
Dynamics 365 management
apps (ITBM)
• Customer Service
Management (CSM)
 Service offering
vendor BMC Ivanti IBM

Services • Service • App Security Orchestration • Analytics.

Management. & Correlation. • Application
• IT Automation. • Mobile Threat Defense. services.
• IT Operations. • Patch Management. • Artificial
• Operations • Risk-Based Vulnerability intelligence.
Management. Management. • Blockchain.
• Cloud • Secure Access • Cloud computing.
Management. • Hybrid cloud.
• Cybersecurity.
• E-commerce.
 Advantages
vendor Microsoft ServiceNow Salesforce
Dynamics
Advantages • Easy to Use • Simple but robust tool for • Better Time
• Integrates with structuring and automating Management.
Microsoft workflows • Ultimate
Products • Application Development Accessibility
• Better Customer • Field Service Management: • Increased Revenue.
Service • IT Service Management • Greater Customer
Experience • ServiceNow is a cloud-based Satisfaction.
• Built-In Analytics platform • Simple Account
• Data Privacy • Cost Reductions & Improved Planning.
• Save Money Response Time • Trusted Reporting.
• Customization • ServiceNow provides enhanced • Improved Team
• Scalability management and tracking of IT Collaboration.
systems and day-to-day operations.
Advantages
vendor BMC
Advantages • Digital service management,
including a customer service
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
Ivanti IBM
• OS provisioning • Absolute reliability
• Patch management • Industry-leading
• Software distribution (on security
premises) • Scalability and
• PC remote assistance Flexibility
• Ease of management • Latest IBM
(sysadmin). Technology
• Simple deployment to • Unbeatable
assets. Integrated Functions
• Valuable quantifiable in IBM
data and reporting tools.
• Broader more granular
reporting options.
 Software levels and families
vendor Microsoft ServiceNow Salesforce
Dynamics
Note • M365 has the • ServiceNow has the following level • Software types: CRM and
following levels • software types- SaaS
• Software Types - • Software Asset Analytics • Software families:
ERP/CRM dashboard. • Professional,
• Software families- • Software Asset Management • Enterprise,
D365 dashboard. • Performance,
• Software Areas- CRM • Normalization and Content Service • Unlimited,
Sales & Marketing dashboard. • Developer Editions
• Y* - On premesis • Engineering License Overview • Magento 2 is primarily a self-
services are available dashboard. hosted, on-premise platform
• Software families - Agile
Development 2.0
• Software- IT service management
(ITSM), IT business management
(ITBM), and IT operations
management (ITOM)
 Software levels and families
vendor BMC Ivanti IBM

note • BMC has the following Ivanti software types IBM software types
level • Enterprise Mobility • IBM SPSS Statistics. - G2
• Software types: Management. Crowd.
• BMC Helix SaaS • Industrial device • IBM SPSS Statistics
Solutions. management. GradPack & Faculty
• BMC Helix Enterprise • Centralized printer Packs. ...
Service Management. management. • Watson Assistant.
• BMC Helix IT Service • Rugged Device • IBM Maximo.
Management (ITSM) Management. • IBM Turbonomic
• BMC Helix Digital Handheld rugged Application Resource
Workplace. MDM. Management.
• BMC Helix Virtual • Watson Text to Speech.
Agent. • IBM Cognos Analytics on
• Software families- Cloud.
BMC TRACK-IT! • • IBM Cloud Pak for Data.
 GoC's existing User's
vendor Microsoft ServiceNow Salesforce BMC Ivanti IBM
Dynamics

user CBSA, Deloitte, • CCS, National N/A Canadian federal

SSC Ricoh • Ontario Ministry of Bank of government, the
Canada, Natural Resources Canada and Ontario
and Forestry, CCHS provincial ... HPC
• Shared Services tools available
Canada,
• City of Calgary,
• City of Grande
Prairie,
• City of Regina,
• BC Hydro,
• Natural Resources
Canada.
 Product features
vendor Microsoft Dynamics ServiceNow

features
• Financial Management. • Automation Engine.
• Sales and Service • DevOps.
Management • Environmental, Social, and
Governance.
• Project Management • Enterprise Asset Management.
• Supply Chain Management • Field Service Management.
• Operations Management • Governance, Risk, & Compliance.
• Reporting and Analytics. • Internationalization &
Localization.
• Legal Service Delivery.
Product features
vendor Salesforce BMC
features • Account and Contact • Discovering cloud
Management. services.
• Opportunity Management. • Data provenance.
• Salesforce Engage.
• Sales Collaboration. • Exhaustive pattern
• Sales Performance library.
Management. • Discovery service.
• Lead Management. • Discovery queue.
• Salesforce Mobile App. • Reasoning.
• Workflow and Approvals. • Datastore.
• Clustering.
Product features
Vendor Ivanti IBM
features • Network Security. • Automation. Intelligent
• Zero trust network access. automation for business and IT
• Zero trust secure access VPN. operations.
• Virtual Application Delivery Controller. Secure • Data & AI. Optimize your data
and agile application delivery. strategy to support data-driven
• Ivanti NAC. Network access control solution. decisions.
• Ivanti Neurons for Patch Management. Risk- • Industry. Get solutions for your
based cloud patch management. industry.
• Security Controls. Patch and application • Security. Enterprise cybersecurity
controls. for today's hybrid cloud
• Endpoint Security for EPM. Endpoint security environments.
for Endpoint Manager. • Sustainability. Embed
• Ivanti Neurons for Mobile Threat Defense. sustainability into your business
Security for Android, iOS and iPadOS devices. transformation.
Functional Requirements
vendor Requirements
Microsoft  customer data management
Dynamics  sales automation
 marketing automation
 customer service management
 Built-In Analytics
 Processor- x64 architecture or compatible dual-core 1.5
GHz processor
 Memory- 4 GB RAM minimum
 Hard disk- 10 GB of available hard disk space minimum
Functional Requirements
vendor Requirements
ServiceNow • Operations and workflows the product must perform
(i.e., the functional details of the product’s features)
• 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
 Functional Requirements
vendor Requirements
Salesforce • System functionality.
• Data definitions.
• Business processes.
• Business rules.
BMC • Breaks Down the Problem.
• Offers Design Input.
• Considers Components for Feedback. Includes
Validation Strategies.
• Requirements are Ranked by Importance.
• Complete, Concise, and Modifiable
Functional Requirements
vendor Requirements

Ivanti • 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.
 Functional Requirements
vendor Requirements
IBM 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
• 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 Integration
vendor Requirements
Microsoft • Improving Customer Service through Integration- Dynamics
Dynamics ecommerce 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,
 Implementation and Integration
vendor Requirements
ServiceNow • Process integrations move data across systems to
facilitate a process, like sending ServiceNow
records to Jira to support a 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
Implementation and Integration
vendor Requirements
Salesforce • AppExchange Products
• ERP Systems
• Email Suites
• Collaboration Systems
• Accounting Systems
• Social Media
• Marketing Tools
Implementation and Integration
vendor Requirements
BMC For new installations, perform the following
steps to complete the integration with BMC
Remedy IT Service Management:
• 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
 Implementation and Integration
vendor Requirements
Ivanti • Automation Integration allows you to configure services that
can invoke Run Books in an Ivanti Automation environment,
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 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.
Implementation and Integration
vendor Requirements
IBM New and enhanced software services are designed to assist you with:
• 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.
 Pricing
vendor Pricing strategy
Microsoft Enterprise Customer Services
Dynamics Sales Professional- $65 per user/month Customer Service Professional- $50 per
Business Central Essentials- From $70 per user/month user/month
Business Central Premium- From $100 per user/month Customer Service Enterprise- $95 per
Customer Service Professional- $50 per user/month
Sale user/month
Sales Professional App-$65 per user/month Field Service -$95 per user/month
Sales Enterprise2 $95 per user/month Remote Assist -$65 per user/month
Sales Premium2- $135- per user/month Project management & HRM
Microsoft Relationship Sales2-$162 per user/month Project Operations- $120 per user/month
Finance & marketing Human Resources-$120 per user/month
Finance-$180 per user/month Customer Data Platform & Commerce
Marketing- From $1,500 per tenant/month Customer Insights- $1,500- per
Supply chain tenant/month
Supply Chain Management $180 per user/month Customer Voice- From $200 - 2,000 survey
Guides- $65 per user/month
Intelligent Order Management -From $300 per 1,000 responses per tenant/month*
orders lines/month Commerce- $180 per user/month
Fraud Protection- $1,000- per
tenant/month
 Pricing
vendor Pricing strategy
ServiceNow 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
Pricing
vendor Pricing strategy

Salesforce 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)
Pricing
vendor Pricing strategy
BMC • The package prices is given upon request
• The cost is $60/per user per month
• BMC Remedy cost- $114.75 USD/user/month
Ivanti 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.
IBM prices upon request
Customer support, and scalability
vendor strategy
Microsoft
Dynamics • Copilot
• Real-time insights
• Case management
• Collaboration
• Agent desktop
• Intelligent routing
Customer support, and scalability
vendor strategy
ServiceNow
• It delivers robust customer solutions to
organizations of all types and sizes.
• It enhances service operations to better
engage customers by making daily tasks
easier for employees, boosting employee
experience and workforce efficiency.
Customer support, and scalability
vendor strategy
Salesforce • We make sure we understand our customers, meaning
we study what they do on our website, how they got to
it, and 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
Customer support, and scalability
vendor strategy
BMC • The MongoDB cluster requires specific cluster
setup to support high 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
 Customer support, and scalability
vendor strategy
Ivanti • Rising IT costs, compliance requirements and increasing security
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.
 Customer support, and scalability
vendor strategy
Ivanti 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.
 Customer support, and scalability
vendor strategy
Ivanti User Scalability
• According to performance testing, Adobe Flash software, antivirus 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.
 Customer support, and scalability
vendor strategy
IBM • Set your direction based on our Industry 4.0
reference architecture and industry
standards.
• 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.