The editors of Solutions Review focused on the changes in the last iteration of Gartner’s Magic Quadrant for IT Service Management Tools and analyzed the new report.
The analyst firm Gartner, Inc. recently released its 2021 Magic Quadrant for IT Service Management ToolsGartner defines IT service management as “tools that help infrastructure and operations (I&O) organizations manage the consumption of IT services, the infrastructure that supports IT services, and the responsibility of IT organizations to deliver business value through these services. These are most commonly used by IT services. Platform and IT service delivery functions are used to support process tasks and workflow, including incidents, requests, issues, changes, knowledge and configuration management.”
In the report, Gartner highlighted 11 ITSM tool providers: Atlassian, Axios Systems, BMC, EasyVista, Freshworks, Ivanti, ManageEngine, Micro Focus, ServiceNow, SysAid and USU. In Solutions Review, we read the report provided here and extracted the key points.
Leading this year is ServiceNow, a single platform that connects ITSM and non-IT digital workflows. The company has made several key acquisitions in the past year, such as artificial intelligence software provider Element AI, service asset and configuration management provider Sweagle, automation company Intellibot, and observability platform Lightstep. ServiceNow reports that by the end of 2020, it has reached more than 1,000 customers.
BMC Four ITSM products (BMC Helix ITSM, BMC Helix Remedyforce, footprint, with track-It!) Strengthen operations management and AI enhancement management through integration with other BMC solutions. Helix ITSM’s roadmap includes converging service management and operations management functions and increasing investment in AI. It also promises to expand digital workplace capabilities and improve collaboration.
As the ultimate leader in this quadrant, Ivanti is committed to providing deeper edge support by combining the functions of the Neurons for ITSM platform with a self-service experience for end users. The vendor is using its experience in endpoint management to provide more AI enhancements. In the past 12 months, Ivanti has adopted an aggressive acquisition strategy to enhance its feature set in key areas.
Freshworks has positioned itself as the sole challenger of the report and has rapidly developed its ITSM products in the past few years. In Gartner’s assessment, the company is the fastest-growing supplier in terms of revenue percentage growth rate.With the recent acquisition of orchestration provider Flint and artificial intelligence self-service provider AnsweriQ, the product will continue to develop rapidly to attract new customers
As the only forward-looking supplier in the report, Atlassian focuses on integration Digital experience Development, operations and business teamsThe company’s Jira service management solution is the fastest-growing product in the number of new customers in 2020 included in this report. Atlassian recently announced the end of support for on-premises servers, which means the company will go all out in the cloud.
In this report, Micro Focus leads the niche market, providing a service management platform with suitable ITSM and IT asset management.also To enhance its ITSM content, the company is expanding the integration and interaction mechanisms and integration with Microsoft Teams. Artificial intelligence and machine learning are not currently the company’s main focus, but may change in the future.
Another niche player Axios Systems expanded ITSM across multiple participating channels IT operation management And IT business management capabilities. Recently acquired by IFS in June, Axios now has greater cross-selling and integration opportunities in IFS’s extensive product portfolio. This includes IFS’s enterprise resource planning, enterprise asset management, and field service management products.
EasyVista is a French company that usually focuses on mid-sized suppliers in France, Southern Europe and North America. The supplier often carries out targeted marketing activities in 2020 to increase the visibility of its solutions in the ITSM market. EasyVista received funds Acquired from Eurazeo in 2020 and acquired remote management provider Goverlan in July 2021, expanding its growth potential.
ManageEngine is developing a module-independent graphical workflow builder and an integrated market for its ServiceDesk Plus solution. The company’s extensive complementary product portfolio helps to enhance its position in the ITSM market. In the past year, ManageEngine has intensified its targeted marketing activities to help attract interested users to use the company’s tool set.
SysAid focuses on providing core ITSM functions on low-code platforms to quickly realize value.The company plans to increase Advanced analysis and Add automation scripts out of the box Improve its Automate Joe orchestration platform. SysAid’s marketing includes sweepstakes and music videos, which shows that it uses a unique approach to attract more niche customers than its competitors.
As the last niche player on the list, USU provides a one-stop solution for everything IT organizations need to provide services to their companies. Although its current business is mainly concentrated in Germany, its deep focus on the region makes it popular with customers. Gartner praised the company’s collaborative approach to its product roadmap, which was developed in coordination with customers.
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Dan is a technical writer who writes articles about enterprise cloud strategy and network monitoring for solution review. 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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