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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: Freshworks

Freshworks ranks No. 5 for execution and among the middle of the pack for vision on Gartner’s Magic Quadrant. The San Mateo, Calif.-based company’s Freshservice product offers a low-overhead ITSM tool that is easy to use and configure. Freshworks has recently released updates to core service management functionality including new conversational interfaces, while also acquiring AnsweriQ and Flint in 2020 for AI and ITOM functionality. The company is reportedly working toward an IPO possibly next year.

Strength: Freshworks achieved the highest percentage of year-over-year growth in its ITSM tool business of all the vendors in Gartner’s Magic Quadrant. Its Freshservice product has a large and growing installed base among SMBs.

Weakness: As the company targets larger and more mature customers, Gartner’s research shows its product lacks the level of IT operation management integration and functionality that mature customers expect from ITSM tools.

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