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11 Top ITSM Tools In 2020: Gartner’s Magic Quadrant

From ServiceNow and BMC to Broadcom and IBM, here are the 11 vendors that made Gartner’s new Magic Quadrant For IT Service Management Tools.

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Niche Player: IBM

Although a global IT titan in several markets, IBM ranks in last place for both execution and vision on Gartner’s Magic Quadrant. The Armonk, N.Y.-based company’s Control Desk product extends IBM’s ITSM capabilities to IBM Global Technology Services customers, along with those looking for deeper enterprise asset management integration. IBM has recently enabled container-based deployment and out-of-the-box integration into Watson Assistant. IBM this month unveiled plans to split into two by creating a publicly held spin-off of its behemoth Global Technology Services’ managed infrastructure services unit.

Strength: In addition to North American and European markets, IBM has extensive global partnerships and resources in Asia, where many other ITSM vendors lack a local presence.

Weakness: Gartner said IBM’s ITSM offerings have limited appeal outside of its existing customer base because the vendor typically gears its pricing and marketing around selling Control Desk as part of a larger managed service outsourcing, operational management or IT purchase.


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