For the 6th year in a row,  Gartner names ServiceNow an ITSM Magic Quadrant Leader

  • 2019
  • IT Management
  • About ServiceNow
  • Archana Penukonda
September 05, 2019

Gartner Magic Quadrant Report

We’re delighted to be named as a Leader once again in the ITSM Gartner Magic Quadrant. That’s six consecutive years that we believe, Gartner and our customers have validated our efforts and success in transforming the employee experience with ServiceNow® IT Service Management (ITSM).

Gartner’s recognition only adds to our energy, excitement, and commitment as we continue to bring more innovations to our customers via the Now Platform®, which is the foundation for all our solutions. Let’s walk through some of these new developments.

Mobile apps
ServiceNow is ushering in the next-generation enterprise where mobile apps get work done with simple swipes and taps. And we are inspired by our customers whose creativity and innovations on the Now Platform blaze the trail in unlocking the power of the digital enterprise.

Intelligent workspaces
Machine learning built into the Now Platform drives incredible efficiencies and automation. Intelligent workspaces unleash new levels of technician productivity. We pack powerful capabilities into the Now Platform and abstract away the complexity, so that IT and business leaders can easily deliver the employee experiences they envision. This enables customers to boost operational efficiency with digital workflows, empower new levels of employee self-service, and accelerate business growth on the Now Platform.

The demands of the workforce are changing
Business leaders need to understand the big picture. The workforce is changing rapidly as are the demands of the employees who expect tasks at work to be as simple as ordering on Amazon, getting an Uber ride, or reserving a table for dinner with a couple of clicks on a smart phone.

Next-generation mobile capabilities
Smart business leaders get this, and they know that ITSM is at the forefront of delivering that transformation. This is why ServiceNow is bringing next-gen mobile capabilities to the enterprise. With our mobile solution, employees can simplify everyday moments such as asking questions and getting help from across departments with simple taps and swipes.

There’s even a mobile app for onboarding new employees. Upon acceptance of the offer letter, a new hire uses the app to complete the tasks needed before the start date so they can be productive from day one.

Using voice commands with mobile app
The Virtual Agent feature built into the Now Platform understands natural human language so employees can effortlessly get to resolution without the need for human agent involvement.

For example, an employee saying, “I cannot connect to the VPN” or “How do I reset my password?” prompts Virtual Agent to provide the step-by-step troubleshooting required for resolution. The integrations with Siri and Google Voice allow employees to simply use voice commands to interact with the ServiceNow mobile application. As a result, customers are reporting greater levels of incident deflection and employee satisfaction.

Great work experiences require an efficient IT organization
Delightful employee experiences are possible when the service desk has simple and effective ways to drive that experience. New agent workspaces from ServiceNow are boosting service desk productivity by bringing together in one place all the information IT staff members need to do their jobs.

Built-in machine learning accelerates issue resolution by not only automatically assigning incoming issues, but also automatically proposing solutions to agents. From proactively flagging major incidents to proposing solutions based on similar issues solved in the past, machine learning is freeing up staff to focus on more strategic, career-enriching activities.

In the same vein, Vendor Manager Workspace gives vendor managers a single destination to see all vendor information including profile, performance, and service satisfaction.

Pushing the boundaries
ServiceNow continues to push the boundaries of what is known and accepted by bringing to the market top notch service experiences and cross-departmental digital workflows on the powerful Now Platform. The IT Staff—the enabler of those experiences—is finding itself at new levels of efficiency and job satisfaction.

As IT leaders around the world use ServiceNow ITSM to catalyze their digitalization and cultural transformation, we are excited to see the impact and inspiration with which these leaders are generating business growth and value. We believe that our focus on customer needs and customer success is what has helped us be named a Gartner Magic Quadrant Leader for six consecutive years. It’s ingrained in ServiceNow culture and it inspires us to make the world of work, work better for people. 

Gartner Magic Quadrant report cover

Gartner, Magic Quadrant for IT Service Management Tools, 29 August 2019, Rich Doheny, Chris Matchett, Siddharth Shetty.
Gartner does not endorse any vendor, product or service depicted in its 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, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from ServiceNow.


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