For the 7th year in a row, ServiceNow is named a Leader in the Gartner Magic Quadrant for IT Service Management Tools

  • IT Management
  • About ServiceNow
  • Trends and Research
  • Archana Penukonda
  • 2020
October 14, 2020

ServiceNow has been recognized as a Magic Quadrant Leader in ITSM Tools and has been placed furthest in completeness of Vision and highest in Ability to Execute in the 2020 Gartner Magic Quadrant for ITSM Tools. We are humbled by

Wow! ServiceNow has been named an ITSM Tools Magic Quadrant Leader and placed furthest in completeness of Vision and highest in Ability to Execute in the 2020 Gartner Magic Quadrant report. We are humbled by the recognition and gratified by the success that our customers are reporting. 

You may wonder whether, after being named a Magic Quadrant Leader for 7 consecutive years, if the thrill fades. To the contrary, our determination to innovate for our customers has never been greater. We believe, The Gartner accolade is a testament to our “hungry and humble” work ethic–hungry to do right by our customers and execute relentlessly to meet their needs, and humble in learning what’s working and what’s not, so we can make the right investments on behalf of our customers.  

A clear purpose 

When Fred Luddy launched ServiceNow in 2004, his basic premise was to “enable people to route work effectively through the enterprise.” That rings true today more than ever.  

Though 2020 brought enormous, unforeseen challenges, ServiceNow used them as motivation to deliver the workflows and applications our customers needed for emergency response and a safe return to the workplace. The company and those that make it run rose to the occasion.  

 [Read the report: 2020 ITSM Gartner Magic Quadrant]

The platform of platforms 

These unusual times have clearly created a great need for digital experiences. Nine out of 10 CEOs worldwide want to support digital transformation, but only 4 in 10 say they’re prepared for it. ServiceNow is helping close that gap with the powerful and flexible Now Platform®.  

ServiceNow® ITSM, with its single, unified data model and built-in machine learning capabilities, integrates seamlessly with existing enterprise solutions to keep businesses functioning smoothly and deliver stellar digital experiences and increased productivity.  

For example, the ServiceNow Virtual Agent, available to employees 24-7, understands natural language, providing answers to employees quickly in the era of remote working.  

As machine learning is built into the ServiceNow platform, IT has the power to increase automation: Incoming incidents are automatically assigned, IT support staff get instant resolution recommendations, based on similar incidents resolved in the past, and any potential major incidents are intelligently identified and resolved before they negatively impact the business. To avoid frustrating UI slowdowns, our Agent Workspace enables IT support staff to concurrently resolve multiple issues rapidly while also receiving AI-assisted resolution recommendations right within the interface.  

Building future-proof ITSM 

I believe Gartner has recognized ServiceNow as a Leader not just because we listen to customer feedback but because we also anticipate their needs. We invested heavily to build a resilient IT Service Management solution to foster business growth.  

For instance, ServiceNow’s Walk-Up experience, built to enable swift face-to-face support, is now fitted with an extension that supports effective remote incident management. It enables contactless, depot-style walk-up centers through scheduled pick-ups and adaptive work assignment rules.  

With an increasingly remote workforce, IT staff must meet employees on the channels they are on – Slack, Microsoft Teams, or others. ServiceNow also integrates with Amazon Connect to provide that seamless voice and chat capabilities so employees can get back to work with minimal downtime. ServiceNow self-service has been able to deflect up to 80% of incidents or requests, allowing the IT staff to focus on more strategic issues.  

Boosting growth but containing costs 

IT and business leaders know that now is the time to raise productivity, reduce expenditures, and prepare for a more resilient future. Independent research shows that organizations that switched to ServiceNow saved a total of $8.9 million because of improved IT and employee productivity. A reduction in overall IT maintenance and development costs saved another $6 million.  

Behind every great experience…is a great workflow. We are always grateful to our customers, and in service of their business goals. We are confident. This latest recognition from Gartner is a validation of our strategy, execution, and innovation for our customers.  

There are plenty of resources and customer success stories on our website. Please reach out with any questions you may have. 

© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.


  • ServiceNow employee and breast cancer warrior Kathia G.
    How ServiceNow supports employee diagnosed with breast cancer
    After joining ServiceNow, Kathia G. was living her best life. Seven months later, she was diagnosed with breast cancer. Find out how ServiceNow supported her.
  • Automated issue response: smiling woman with headset on in front of a computer monitor at an office
    IT Management
    3 benefits of automated issue response
    Modernizing management of your service operations with automated issue response can help you deliver the rapid service your users expect. Learn more.
  • Career shift: two women in conversation at a table in an office
    Automation is opportunity for a career shift into tech
    Teresa Ko considered making a career shift into tech, but she didn’t want to go back to school or lose income to do so. Find out how her dream came true.

Trends & Research

  • RPA: group of workers gathered around a conference table looking at a laptop
    AI and Automation
    Forrester report: ServiceNow debuts as a Strong Performer in RPA
  • Digital innovation: three workers looking at a computer monitor
    AI and Automation
    Survey says digital innovation is the way to navigate macro uncertainty
  • Innovation is a top management imperative: man standing in a corner office overlooking a city
    IT Management
    Survey: Innovation is a top management imperative