ServiceNow ranks as a leader in Gartner’s 2020 Gartner Magic Quadrant for IT Service Management Tools for the seventh consecutive year

Santa Clara, California-((Business line)-ServiceNow (NYSE: NOW) is a leading digital workflow company dedicated to providing people with a better work experience, and was named the 2020 Gartner IT Service Management (ITSM) Tool Magic Quadrant leader of. ServiceNow is recognized for its ITSM solution, which marks the seventh consecutive year that ServiceNow’s ITSM solution has been appointed as a leader by Gartner.

With ITSM, ServiceNow is the real dreamer. It brings a large number of innovations to the market to bring an IT experience that can meet the needs of customers now and in the future. ServiceNow ITSM is built on the Now platform, allowing customers to provide scalable services, improve productivity and provide employees with a flexible IT service experience.

“Due to ServiceNow’s leadership in bringing new innovations that redefine IT service management, the entire ITSM market continues to grow and develop,” said Matt Schvimmer, senior vice president and general manager of the ServiceNow ITSM business unit. “As ServiceNow proudly leads over 50% of the market share, we are always looking to raise the bar for providing new business value to customers. We believe that this recognition by Gartner is a testament to ServiceNow’s dedication to driving digital transformation and improving the work environment spirit.”

According to Gartner, “I&O [infrastructure and operations] Organizations that intend to reach a higher level of maturity within 18 months should consider using advanced ITSM tools to derive value from solutions that focus on IT service support and delivery in a wider, end-to-end environment. “^{1 piece}

According to a Gartner report, ServiceNow accounted for 51.1% of the global experience management: IT service management (ITSM) market share in 2019² – ServiceNow believes that this proves the ability of the solution to improve the service experience.

The main functions of ServiceNow ITSM include:

• Rich service experience: Virtual agents supported by natural language understanding (NLU) automatically support common requests, thereby creating a service experience suitable for global employees.
• Improve IT productivity: Use machine learning and virtual agents to automate daily tasks, discover key insights and increase agent productivity.
• Native mobile experience: Provide employees and agents with modern mobile applications through the Now platform to classify, collaborate, and enable employees to find answers across departments and keep in touch anytime, anywhere.
• Consolidated IT services: Use built-in best practices to quickly integrate inefficient tools into a single operating system in the cloud, and leverage shared data through the most trusted IT service workflow.

extra information

^{1 piece} Gartner, Inc. , “Magic Quadrant for IT Service Management Tools,” Rich Doheny, Keith Anders, and Mark Clary, October 6, 2020. Previous titles included “Magic Quadrant for IT Service Support Management Tools.”

² Gartner, Market Share: All Software Markets Worldwide, 2019, April 13, 2020.

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About ServiceNow

ServiceNow (NYSE: NOW) is creating the world of work and making people work better. Our cloud-based platform and solutions provide digital workflows that create great experiences and release productivity for employees and businesses. For more information, please visit: www.servicenow.com.

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