BMC, Ivanti Service is now a leader in Gartner’s ITSM Magic Quadrant

BMC, Ivanti and ServiceNow are leaders in Gartner’s new Magic Quadrant for IT Service Management (ITSM) tools.

ITSM tools are usually used by IT service desk and IT service delivery functions. They support process tasks and workflows including incidents, requests, problems, changes, service levels, knowledge and configuration management.

ITSM tools are classified according to function and integration with IT Operation Management (ITOM) solutions.

In the qualification certification of the “Magic Quadrant”, suppliers need to obtain at least US$40 million in annual revenue from ITSM products in 2019. In 2019, at least US$30 million in revenue came from ITSM products, a year-on-year increase of at least 20% compared to 2018.

BMC

BMC provides four ITSM products. Gartner spoke highly of BMC Helix ITSM. It is well suited to meet the requirements of highly mature infrastructure and operations (I&O) organizations.

Gartner said that BMC has established a “strong” channel and technology partnership. This expands its ability to cover target customers and integrate its adjacent and complementary technologies into its platform.

However, BMC’s rebranding of Remedy and its wider Helix platform messaging have not yet resonated with customers who still associate products with traditional experiences. Customers still generally view Helix ITSM as a point solution rather than accepting BMC’s broader Helix platform value proposition.

In addition, BMC’s acquisition of Compuware and RSM Partners in 2020 reflects its recent investment in mainframes, rather than an acquisition that directly brings complementary ITSM functions. In addition, some of the newer features of BMC rely on partnerships and integration. These have made some BMC customers aware of shifting their focus to mainframes instead of ITSM.

Ivanti

Ivanti’s Service Manager is dedicated to providing more support automation for edge devices by combining automation and self-service functions. It is aimed at organizations with intermediate to advanced I&O maturity.

Gartner says that Ivanti is expanding its ITSM products by “deeply” integrating a set of solutions for discovery, endpoint automation and self-enablement. Its newly released Ivanti neuron repair drug provides a “unique difference” in this market.

In addition, Ivanti has conducted effective marketing through channels that meet medium I&O maturity organizations, and regularly appears in the customer shortlist.

The downside is that Ivanti’s product portfolio seems “out of touch” to customers, rather than telling a coherent story on its products. Therefore, customers often see Ivanti as a point solution rather than a strategic solution provider.

In addition, Ivanti customers also mentioned the challenge of the initial configuration of Service Manager. In addition, Ivanti has a low share of emerging markets.

Current service

ServiceNow’s ITSM products focus on providing a single platform that connects ITSM and non-IT workflows, and is expanded by a set of native AIOps and ITOM extensions. It is aimed at organizations with intermediate to advanced I&O maturity.

Gartner said that ServiceNow has global influence in local sales and support organizations and a strong brand awareness. This is the customer’s favorite. Its ITSM tool revenue market share has grown to more than four times that of its closest competitor.

In addition, ServiceNow has made significant updates to its partner program to help customers identify suitable partners and bring a more consistent experience when working with them. In addition, it has acquired a number of companies focused on AI and ML, and provided it with native IP for engineering design in its platform. In addition, it also provides in-house expertise to innovate these functions over time.

On the downside, ServiceNow lacks the flexibility of many of the license models that are closest to competitors. Gartner has observed a low adoption rate of its alternatives to its full-user licensing model.

In addition, some Gartner customers say that ServiceNow’s market position is hurting their ability to negotiate contracts. This is of great significance for organizations that want to reduce or optimize expenditures by reducing the size of ITSM to deal with the adverse financial impact of mandatory COVID-19 response measures.

Market segment participants in the Magic Quadrant include Broadcom, IBM, Micro Focus, ManageEngine, Axios Systems, EasyVista and Freshworks. Cherwell Software is listed as a challenger.