ServiceNow is a Leader in the 2021 Gartner® Magic Quadrant™ for ITSM—8 years in a row

  • Matt Schvimmer
  • IT Management
  • About ServiceNow
  • Trends and Research
  • 2021
September 09, 2021

Gartner Magic Quadrant IT service management tool tile.

We’re thrilled to be positioned as a Leader in the 2021 Gartner Magic Quadrant for ITSM (Information Technology Service Management) Tools. That’s eight years in a row that ServiceNow® ITSM has been positioned as a leader.

You might wonder if, after all these years, the shine starts to wear off. In fact, we could not be more excited about this recognition. We’re happy to note that we’re positioned highest in both vision and the ability to execute. This is a recognition of our commitment to innovation and customer success.

A focus on users

We’re obsessed with customer success at ServiceNow. It’s part of our DNA, and it’s what feeds our innovation as we continuously develop a future-ready ITSM solution for our customers. ServiceNow CEO Bill McDermott sums this up well: “As the leading platform for digital transformation, our empathy for customers inspires our continuous innovation.”

At ServiceNow, we know that digital transformation is not one size fits all. While establishing ourselves as the control tower for digital transformation, we focus keenly on the individual user experience for every persona that interacts with ServiceNow. The past year has reinforced the need for human and business agility.

Our design teams believe in human-centered ITSM—placing the user in the center of it all. Naturally, humanizing the enterprise experience is not a novel concept at ServiceNow. For years, our customers have leveraged ServiceNow ITSM for all things ITIL.

ITSM also helps them deliver stellar self-service experiences, frictionless mobile apps, robust AI-powered resolutions, intuitive purpose-built workspaces, and much more.

Digital workflows, powered by the Now Platform, enable you to innovate and orchestrate business processes that connect your people, functions, and systems to deliver great experiences and unlock productivity. The customer success stories on our website are a testament to this.

The benefits of a single platform

Let me share a few ways we’re revolutionizing, energizing, and optimizing IT for our customers. ServiceNow ITSM breaks down IT team barriers by consolidating IT services using a single, modern cloud platform.

While other vendors may talk about mobility, AI , and other capabilities, ServiceNow delivers everything natively in a single platform. This helps reduce overhead for our customers and unlocks innovative use cases across the portfolio.

We leverage AI to deliver consistent, 24/7 employee services with fast resolutions. As a result, service desk agents can focus on value creation rather than on repetitive tasks that can be automated. It’s no wonder Novant Health saw 50% reduction in workload due to self-service.

In addition to deflecting incidents with AI, ServiceNow ITSM also helps resolve incidents with AI. AI routes incidents to the right resolution teams, recommends resolutions, streamlines changes, and assigns the issue to the agent most able to solve it. As a result, services team productivity rises. For example, the University of Maryland saw a 75% reduction in incident resolution times.

ServiceNow ITSM nudges agent productivity even higher by allowing agents to resolve issues from anywhere, on any device, using the ServiceNow Mobile Agent app. There’s no need for agents to be chained to their desks to get work done.

Helping prevent and resolve issues is not limited to employee-generated incidents. ServiceNow uses AIOps to proactively identify machine-generated issues and remediate them before they impact users.

Driving productivity and efficiency

From reimagining core processes to bringing many industry-first capabilities, ServiceNow ITSM is deeply entrenched in the business of advancing the practice of ITSM and making its customers successful. We’re the first vendor in this Magic Quadrant to introduce native process mining. AI and machine learning are native to our platform, which gives us the ability to innovate these features over time.

Customers are driving new levels of team productivity and performance with Workforce Optimization. From monitoring resource demands in real time to scheduling work shifts and assessing training needs with just a couple of clicks, to delivering targeted training to boost team skills, we enable it all within a single workspace.

Customers are also driving new levels of process efficiencies across ITSM. Process Optimization gives IT teams visual maps of how their work is flowing. It also recommends improvements and integrates with ServiceNow Continual Improvement Management.

Organizations once had to corral data from multiple sources to get the full service portfolio view. Now, they can simply use ServiceNow ITSM to consolidate vendor and service portfolio performance and help drive meaningful services to end users.

At ServiceNow, we’re always hungry to do more for our customers. We never forget that our purpose is to make the world of work, work better for everyone. We continue to direct our investments toward experiences and innovations that create a future-ready ITSM solution for our customers.

Read the complete Gartner Magic Quadrant for ITSM Tools report.

Gartner Magic Quadrant for IT Service Management Tools, Rich Doheny, Keith Andes, Chris Matchett, 30 August 2021.

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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.

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