11 top ITSM tools in 2020: Gartner’s Magic Quadrant

Magic Quadrant for Service Management Tools

The COVID-19 pandemic has highlighted the need for IT service management tools to enable companies to cope with disruptions, such as supporting remote collaboration and enabling remote agents to share knowledge with each other.

According to Gartner’s latest 2020 Magic Quadrant for IT Service Management Tools, although ServiceNow, BMC and Ivanti accounted for 70% of the global market share in 2019, there are more than 400 IT Service Management Tool (ITSM) products on the market.

ITSM tools can help organizations manage the use of IT services, the infrastructure that supports the services, and the responsibilities of enterprises in achieving value through services. Software as a service (SaaS) is the most commonly used model for ITSM vendors, but some of the larger players are adopting containerized deployment methods on public cloud infrastructure to provide customers with more flexibility and more choices.

The following are 11 market-leading companies that have created Gartner’s Magic Quadrant for IT Service Management Tools and evaluated each company’s strengths and weaknesses in this area.