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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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Gartner Methodology For ITSM

To be included in Gartner’s 2020 Magic Quadrant for IT Service Management Tools, vendors needed at least $40 million in annual revenue derived from ITSM products with at least 20 percent year over year growth.

Vendors included in Gartner’s report need to sell and market products that include native functionality for IT incident management, problem management, change management, release governance, IT user self-service, IT knowledge management, service support analytics and reporting, and SLA management with regard to incident and service requests. The product versions Gartner considered had to be generally available by April 2020.

Gartner’s Magic Quadrant ranks vendors on their ability to execute and completeness of vision and places them in four categories: Niche Players (low on vision and execution), Visionaries (good vision but low execution), Challengers (good execution but low vision) and Leaders (excelling in both vision and execution). For this particular Magic Quadrant, no companies were included in the ‘Visionaries’ category. 

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