Leader: ServiceNow
ServiceNow won the gold medal for both execution and vision on Gartner’s 2020 Magic Quadrant for IT Service Management Tools. The Santa Clara, Calif.-based company’s service management product focuses on providing a single platform connecting ITSM and non-IT workflows, boosted by a set of native AIOps and ITOM extensions. Recently, ServiceNow made platform-level acquisitions to add native artificial intelligence (AI), machine learning (ML) and natural language processing functionality.
Strength: ServiceNow has acquired several AI and ML focused companies to give it not only native IP to engineer into its platform, but in-house expertise to innovate these features over time, Gartner said. Many competitors rely on third-party partnerships for this extended functionality.
Weakness: The company lacks the license model flexibility of many of its closest competitors. “Customers with large numbers of occasional users struggle to justify its role-based named user licensing model and Gartner has observed low adoption of its all-user licensing model alternative,” Gartner said.
