Meta Group, one of the leading IT industry observers, has rated Ixchange`s HEAT helpdesk No 1 in terms of its ability to deliver on its stated technology and business promises.
Ixchange has owned HEAT since its acquisition of Colorado-based Bendata late last year. In this period, notes Meta, "Bendata has seen significant growth since its spinout from its parent Astea."
HEAT is positioned by Meta as one of the three international helpdesk leaders in terms of market positioning, alongside Network Associates and Remedy, and No 1 in terms of delivery capability. This puts it ahead of such products as Applix, Datawatch, Royal Blue, DK Systems and Molloy, which are also assessed by Meta in its latest study "Enterprise Support Management: Technology Directions".
Meta`s criteria and trends were:
Musts: Ease of use, ease of implementation, vendor viability, service/support, problem resolution.
Differentiation: Reporting, Web access, multi-function, product bundles, desktop integration, customisation.
Futures: Commitment, management tools, service level management integration.
Meta notes in its report that the market is "plagued by consolidation" and says "most of the other vendors will see slower market growth and are viability concerns".
"This is great news for Ixchange," says Johan Botha, GM of Ixchange`s GoldMine division (Bendata was subsequently merged with GoldMine, which Ixchange acquired this year). "It validates our investment in Bendata, and confirms that we are on the right track with our company and product development."
During the nine months since the acquisition of Bendata, Ixchange has installed HEAT at more than 80 South African companies and established a nationwide channel presence.
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