ServiceNow Named a Leader in the 2020 Gartner Magic Quadrant for IT Service Management Tools for Seventh Consecutive Year
With ITSM,
“The overall ITSM market continues to grow and evolve, thanks to ServiceNow’s sustained leadership in bringing new innovation that redefines IT service management,” said
According to Gartner, “I&O [infrastructure and operations] organizations intent on achieving higher levels of maturity within 18 months should consider advanced ITSM tools to gain value from solutions focused on a broader, end-to-end context of IT service support and delivery.”1
Key features of ServiceNow ITSM include:
- Elevated service experience: Creating service experiences that fit the world employees work in now, by automating support for common requests with virtual agents powered by natural language understanding (NLU).
- Improved IT productivity: Leveraging machine learning and virtual agents to automate routine tasks, uncover key insights and increase agent productivity.
- Native mobile experiences: Delivering a modern mobile app, for employees and agents, powered by the Now Platform to triage, collaborate, and enable employees to find answers across departments, and stay connected from anywhere.
- Consolidated IT services: Using built-in best practices to rapidly consolidate inefficient tools to a single system of action in the cloud, and to leverage shared data with the most trusted IT service workflows.
Additional Information
- The Gartner Magic Quadrant for IT Service Management Tools is available here: https://www.servicenow.com/lpayr/gartner-mq-itsm.html.
1 Gartner, Inc., “Magic Quadrant for IT Service Management Tools,”
2 Gartner, Market Share: All Software Markets, Worldwide, 2019,
Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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