Magic Quadrant For Service Management Tools
The COVID-19 pandemic has highlighted the need for IT service management tools to enable businesses to respond to disruption such as supporting remote collaboration and enabling remote agents to share knowledge with each other.
There are more than 400 IT service management tools (ITSM) products in the market, although ServiceNow, BMC and Ivanti combined for 70 percent of the global market share in 2019, according to Gartner’s new 2020 Magic Quadrant For IT Service Management Tools.
ITSM tools help organizations manage the consumption of IT services, the infrastructure that supports the services and the businesses responsibility in delivering value with the services. Software-as-a-Service (SaaS) is the most common model for ITSM vendors, but some larger players are adopting containerized deployment approaches over public cloud infrastructure to offer more flexibility and choices for customers.
Here are the 11 market leading companies that made Gartner‘s Magic Quadrant For IT Service Management Tools, along with assessments of each company’s strengths and weaknesses in the space.
