2020 Magic Quadrant for IT Service Management Tools: Key Points

The editor of Solutions Review focused on the main content of Gartner’s 2020 Magic Quadrant for IT Service Management Tools and analyzed the report.

Analyst Gartner, Inc. recently released its first edition Magic Quadrant for IT Service Management Tools. The IT Service Management (ITSM) market is shifting to address the integration needs of DevOps solutions and support for agile workflows, as well as focus on use cases beyond infrastructure and operations (I&O).

Gartner defines IT service management tools as “products that help infrastructure and operations (I&O) organizations manage the use of IT services, the infrastructure that supports IT services, and the responsibility of IT organizations to deliver business value through these services.” IT service desk and IT service delivery functions most often use these functions to support tasks and workflows of processes including incidents, requests, problems, changes, service levels, knowledge and configuration management. “

In this Magic Quadrant, Gartner assessed the advantages and disadvantages of the 11 providers that it considers the most important in the market, and provided readers with a chart (Magic Quadrant) based on the supplier’s ability to execute and the completeness of the vision Plot it. The graph is divided into four quadrants: niche market participants, challengers, visionaries and leaders. The 11 vendors analyzed by Gartner in this report are Axios Systems, BMC, Broadcom, Cherwell Software, EasyVista, Freshworks, IBM, Ivanti, ManageEngine, Micro Focus and ServiceNow.

In the “Solution Review”, we read the report (available here) and excerpted some key points.

ServiceNow ranks among the leaders in the “Leaders” quadrant. Gartner emphasizes the supplier’s global sales and support range, strong brand recognition, most of the customer shortlists, and partner ecosystem. Specifically, its acquisitions of several artificial intelligence and machine learning companies provide them with local IP, which can be designed into its platform, and provide in-house expertise to innovate features over time. Another leader, BMC, provides four ITSM products through its flagship product BMC Helix ITSM, which provides deep ITSM functions through integration with other BMC solutions on the BMC Helix platform.

Ivanti, the ultimate leader of the report, provides more support for edge devices by combining automation and self-service capabilities. Compared with other companies, this gives the supplier a unique position in the ITSM market. In last year’s report, Cherwell Software occupies the only position of challenger in the new UI, Slack integration, sentiment analysis and virtual agent updates. Compared with other ITSM solutions, the provider’s low-code platform provides tools that are easy to upgrade and have low maintenance costs.

On the contrary, the “Niche Players” portion of the quadrant is crowded with people, and in the past year, the healthy distribution of suppliers has expanded to cover many unique use cases. FreshNow acquired AnsweriQ and Flint in early 2020 to enhance AI and IT operations management (ITOM) capabilities. Since the last report, EasyVista has introduced a new report generator, updated its virtual agent, and added some UI updates for IT and business consumers. The Axios system provides a new product bundle for its self-service, new mobile support functions and the integration of Azure cognitive services.

In the past year, Micro Focus has added SaaS products, natural language understanding of virtual agents, and the use of custom applications to extend the capabilities of SMAX. ManageEngine pushes updates to the core ITSM functions in its products, introduces a version management module, and expands its graphical workflow support. Broadcom released its chatbot Aria, based on Docker container deployment and updated API. Finally, IBM enabled container-based deployment and integration for Watson Assistant, and updated integration for IBM Maximo Asset Management.

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Daniel Hein

Dan is a technical writer who wrote “A Review of Enterprise Cloud Strategies and Network Monitoring Solutions.” He graduated from Fitchburg State University with a bachelor’s degree in professional writing. You can contact him at [email protected].

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