2020 Magic Quadrant for IT Service Management Tools: Key Takeaways

2020 Magic Quadrant for IT Service Management Tools: Key Takeaways

The editors at Solutions Review highlight the key takeaways from Gartner’s 2020 Magic Quadrant for IT Service Management Tools and provide an analysis of the report.

Analyst house Gartner, Inc. recently released the inaugural version of its Magic Quadrant for IT Service Management ToolsThe IT service management (ITSM) market is shifting to address integration requirements with DevOps solutions and support for agile workflows, as well as concentrating on uses cases outside of infrastructure and operations (I&O).

Gartner defines IT service management tools as products that  “help infrastructure and operations (I&O) organizations manage the consumption of IT services, the infrastructure that supports the IT services and the IT organization’s responsibility in delivering business value with these services. These are most heavily used by IT service desks and IT service delivery functions to support the tasks and workflows for processes including incident, request, problem, change, service level, knowledge, and configuration management.”

In this Magic Quadrant, Gartner evaluates the strengths and weaknesses of 11 providers that it considers most significant in the marketplace and provides readers with a graph (the Magic Quadrant) plotting the vendors based on their ability to execute and their completeness of vision. The graph is divided into four quadrants: niche players, challengers, visionaries, and leaders. The 11 vendors Gartner analyzed in this report are Axios Systems, BMC, Broadcom, Cherwell Software, EasyVista, Freshworks, IBM, Ivanti, ManageEngine, Micro Focus, and ServiceNow.

At Solutions Review, we read the report, available here, and pulled out the key takeaways.

ServiceNow comes out as the frontrunner of the Leaders quadrant, with Gartner highlighting the vendor’s global sales and support reach, strong brand recognition, inclusion on most customer shortlists, and partner ecosystem. Specifically, its acquisition of several artificial intelligence and machine learning companies provides it with the native IP to engineer into its platform and in-house expertise to innovate features over time. Another leader, BMC, offers four ITSM products with its flagship product, BMC Helix ITSM, providing deep ITSM capabilities with integrations into other BMC solutions on its BMC Helix platform.

The final leader of the Report, Ivanti, drives more support automation for edge devices through a combination of automation and self-service capabilities; this gives the vendor a unique place in the ITSM market compared to the other companies. Cherwell Software occupies the sole Challenger position in this report, sporting a new UI, Slack Integration, sentiment analysis, and virtual agent updates since last year’s report. The provider’s low-code platform delivers an easily upgradable and lower maintenance tool compared with other ITSM solutions.

Conversely, the Niche Players section of the quadrant is packed, with a healthy spread of vendors that have expanded in the past year to cover a number of unique use cases. FreshNow acquired AnsweriQ and Flint in early 2020 to boost AI and IT operations management (ITOM) functionality. EasyVista has introduced a new report builder, updated its virtual agent, and added several IT and business-consumer-facing UI updates since the last report. Axios Systems delivers new product bundling for its self-service offerings, new mobile support features, and integrations for Azure Cognitive Services.

In the past year, Micro Focus added a SaaS offering, natural language understanding to its virtual agent, and the ability to extend SMAX with custom apps. ManageEngine pushed updates to the core ITSM functionality in its product, as well as introducing a release management module, and expanded its graphical workflow support. Broadcom released its chatbot, Aria, Docker container-based deployment, and updated APIs. Finally, IBM enabled container-based deployment and integration for Watson Assistant as well as updating integration for IBM Maximo Asset Management.


Read the 2020 Magic Quadrant for IT Service Management Tools here.


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Daniel Hein

Dan is a tech writer who writes about Enterprise Cloud Strategy and Network Monitoring for Solutions Review. He graduated from Fitchburg State University with a Bachelor's in Professional Writing. You can reach him at dhein@solutionsreview.com
Daniel Hein