2021 Gartner Magic Quadrant for IT Service Administration Instruments


The editors of Solutions Review highlight what’s changed in the last edition of Gartner’s Magic Quadrant for IT Service Management Tools and provide an analysis of the new report.

Analyst firm Gartner, Inc. recently published its Magic Quadrant 2021 for IT Service Management Tools. Gartner defines IT service management as tools that “support infrastructure and operations (I&O) organizations in managing the consumption of IT services, the infrastructure that supports the IT services, and the responsibility of the IT organization manage the delivery of business value with these services. These are mostly used by IT service desks and IT service delivery functions to support the tasks and workflows for processes such as incident, request, problem, change, knowledge and configuration management. “

In the report, Gartner highlights 11 ITSM tool providers: Atlassian, Axios Systems, BMC, EasyVista, Freshworks, Ivanti, ManageEngine, Micro Focus, ServiceNow, SysAid and USU. At Solutions Review, we read the report available here and pulled out the key takeaways.

At the top this year is ServiceNow, a single platform that combines ITSM and non-IT digital workflows. The company made several major acquisitions in the past year, including AI software provider Element AI, service asset and configuration management provider Sweagle, automation company Intellibot, and observability platform Lightstep. ServiceNow reports that it had reached more than 1,000 customers by the end of 2020.

BMCs four ITSM products (BMC Helix ITSM, BMC Helix Remedyforce, Footprints, and Track-It!) Are strengthened through integrations with other BMC solutions for operations management and AI-supported management. The roadmap for Helix ITSM includes converging service management and operations management functions, as well as increased investment in AI. Extended functions for the digital workplace and improved collaboration are also promised.

As the final leader in the quadrant, Ivanti is working to provide deeper edge support for end users through the combined capabilities of its Neurons for ITSM platform and self-service experiences. The provider is leveraging its endpoint management experience to deliver more AI-enhanced capabilities. Ivanti has been pursuing an aggressive acquisition strategy over the past 12 months to add functionality in its focus areas.

Freshworks positioned itself as the only challenger to the report and has developed its ITSM product at a rapid pace over the past few years. According to Gartner, the company is the fastest growing provider by percentage sales growth rate. With the recent acquisitions of orchestration provider Flint and AI self-service provider AnsweriQ, the product will rapidly evolve to attract new customers

As the only Visionary vendor in the report, Atlassian focuses on convergence digital experiences for Development, operations and business teams. The company’s Jira Service Management solution was the fastest growing product featured in this report by 2020 new customers. Atlassian recently announced the end of support for on-premise servers, which means the company will move fully into the cloud in the future.

In this edition of the report, Micro Focus leads the niche players, providing a service management platform with functional ITSM and IT asset management. In addition to To complement its ITSM content, the company is expanding integration and interaction mechanisms as well as integration with Microsoft Teams. Artificial intelligence and machine learning are not currently the company’s focus, but that may change in the future.

Another niche player, Axios Systems, expanded ITSM expanded to include several engagement channels IT operations management and IT business management functions. Axios was recently acquired by IFS in June and now has greater cross-selling and integration opportunities across the IFS portfolio. These include the enterprise resource planning, enterprise asset management and field service management products from IFS.

EasyVista is a French company that typically focuses on medium-sized providers in France, Southern Europe and North America. The provider often carried out targeted marketing campaigns in 2020 to increase awareness of its solution in the ITSM market. Get EasyVista financing from Eurazeo in 2020 and acquired remote management provider Goverlan in July 2021 to expand its growth potential.

ManageEngine is developing a module-independent graphical workflow builder and a marketplace for integrations for its ServiceDesk Plus solution. The company’s broad portfolio of complementary products helps to strengthen its position in the ITSM market. Over the past year, ManageEngine has stepped up its efforts in targeted marketing campaigns to attract interested users to the company’s toolset.

SysAid focuses on delivering core ITSM functions on a low-code platform with faster time to value. The company plans to add advanced analyzes of planned functions and Adding pre-configured automation scripts to improve its Automate Joe orchestration platform. SysAid’s marketing includes raffles and music videos, indicating a unique approach to attracting more niche customers than its competitors.

As the last niche player on the list, USU offers a complete solution for everything an IT organization needs to provide its company with services. While the current business is mainly focused on Germany, its strong regional focus makes it popular with customers. Gartner commends the company for its collaborative approach to its product roadmap, which was developed in consultation with its customers.

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Dan is a tech writer who writes on Enterprise Cloud Strategy and Network Monitoring for Solutions Review. He graduated from Fitchburg State University with a bachelor’s degree in professional writing. You can reach him at [email protected]

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