A Magic Quadrant Leader in ITSM Platforms for ninth year in a row

  • Matt Schvimmer
  • IT Management
  • About ServiceNow
  • Trends and Research
  • 2022
November 08, 2022

2022 Gartner Magic Quadrant for IT Service Management Platforms

I’m proud and humbled to announce ServiceNow is a Leader in the 2022 Gartner® Magic Quadrant™ for IT Service Management (ITSM) Platforms for the ninth year in a row. We also ranked first in all three use cases evaluated in the 2022 Critical Capabilities for ITSM Platforms: Service Desk (3.76/5), Service Operations (3.73/5), and Business Workflow Automation (3.81/5).

We believe these recognitions validate our strategy and direction as we continue to invest in making ServiceNow an enduring platform for a fast-changing world.

A platform approach

As ServiceNow CEO Bill McDermott says, “It’s not about databases and warehouses anymore. It’s about the platform.” The Now Platform® enables innovation and growth for our customers.

Each year we place as a Leader reminds us of our passionate attention to customer success. Keeping customers at the center of everything we do drives us to innovate, continuously improve our core offerings, and strengthen the Now Platform to take customers forward on their digital transformation journey—regardless of their current infrastructure and operations maturity level.

Having DevOps governance and insights, service visibility and health, intelligence-driven automation, process optimization, workforce engagement, and more built natively on the Now Platform delivers a compelling solution with seamless experiences for personas throughout an organization.

With built-in artificial intelligence (AI), machine learning (ML), robotic process automation (RPA), hyperautomation, low-code tools, and analytics, the Now Platform transforms the flow of work for customers. These technologies will continue to drive automation and optimization of all service management processes, allowing team members more time to focus on innovation.

Danske Bank used ServiceNow to automate the detection of service disruptions and reduced its high-priority incidents by 93%.

Business workflow automation

ServiceNow® IT Service Management (ITSM) isn’t only for technology lines of business. Enterprises increasingly rely on technology organizations to support broader digital transformation needs across the lines of business.

For example, our Universal Request framework empowers customers on their journey to enterprise service management or global business services. The framework allows agents to resolve cases seamlessly across the enterprise to provide a better employee experience.

Nine in 10 (92%) enterprise IT decision-makers agree business process automation is vital, according to the State of Process Automation Report 2022. And 88% of them expect it to grow in their organizations in the next two years.

The good news is businesses can connect anything with ServiceNow and automate work. Novant Health, for example, uses the Citrix ITSM Connector to automate desktop session resets within the Citrix Virtual Apps and Desktops service. Resets are now completed in 30 seconds, saving the organization thousands of hours.

Service desk

Service desks, the face of IT, are responsible for delivering great support experiences through multiple engagement channels, including web, mobile, and virtual agent. Our Employee Center portal enables customers to easily scale their service solutions across departments—such as IT, human resources, legal, and procurement—with digital workflows.

The Now Mobile app extends this experience to employees on the go. Employees can also engage with our Virtual Agent through web, mobile, Microsoft Teams, and other conversational interfaces so they don’t need to context-shift for help.

Service desk staff benefit from intelligent automation in many ways. For example, ML automatically categorizes and routes issues to the correct team and can even route a particular issue directly to a specific support agent with the requisite skills to handle it. ML also recommends content that can help employees and agents resolve issues.

Workforce Optimization helps technology teams manage their schedules, job performance, and skills development—all while helping to ensure they have sufficient capacity and the knowledge necessary to meet the ever-changing needs of their employees.

Service operations

Businesses must be agile to remain competitive. Cumbersome processes must not delay progress. We created DevOps Change Velocity and DevOps Config to help developers meet their governance and compliance requirements without the burden of legacy software deployment processes. Customers have reduced change approval times from days or hours to minutes or seconds.

Nomura, one of the world’s premier financial institutions, uses ServiceNow ITSM to automatically create and approve change tickets in less than a minute. Agents benefit from the AI and automation to process work fast and make informed decisions while improving operational resilience.

All incidents, problems, and changes are handled in a purpose-built workspace that allows agents and operators to work seamlessly together. That means Nomura’s customers can predict, prevent, and resolve incidents proactively from a single workspace with clear visibility into context and impact—before service interruptions impact users.

Using the Citrix ITSM Connector to automate desktop session resets within the Citrix Virtual Apps and Desktops service, Novant Health is able to complete resets in 30 seconds, saving thousands of hours.

The changing workforce and rising volume of incidents generated by people and machines continue to challenge organizations. That volume is only expected to increase as employees become more reliant on technology and self-service while machines continue to ingest more data from monitoring, logging, and performance tools.

ServiceNow minimizes this complexity and reduces noise up to 90% while helping to predict issues before they impact users or the business. Service Operations captures the practical result of technology applied to the delivery and governance of IT services at the speed, scale, and volume of business innovation. It’s AI-assisted automation for collaboration of IT service and IT operations.

With ServiceNow Service Operations Workspace, customers are shifting from creating incidents to addressing actionable alerts. Identifying problems, collaborating, and resolving issues happen faster than ever in the single workspace. The embedded AI capabilities help operations and services teams manage the growing issues together and deliver a technology experience employees and customers appreciate.

As customers move from reactive to self-healing IT, they can prevent issues from turning into problems. Self-healing systems have the foresight to help predict where issues might occur.

ServiceNow is harmonizing ITSM with Predictive AIOps, IT monitoring, and observability to automate self-healing, from incident detection to resolution. Danske Bank, for example, used ServiceNow to automate the detection of service disruptions and reduced its high-priority incidents by 93%.

Behind every business outcome is a process that drives experiences. As shown in the examples here, the Now Platform digitizes siloed processes—connecting and automating them so work flows and great experiences result. We will continue to invest in our solutions and platform to automate these processes to help our customers reach their goals.

Read the full, complimentary Gartner Magic Quadrant for ITSM Platforms and the companion Gartner Critical Capabilities document.

Gartner, Inc., “Magic Quadrant for IT Service Management Platforms,” Rich Doheny, Chris Matchett, Siddharth Shetty, Oct. 31, 2022

Gartner, Inc., “Critical Capabilities for IT Service Management Platforms,” Rich Doheny, Chris Matchett, Siddharth Shetty, Nov. 1, 2022

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 https://www.servicenow.com/lpayr/gartner-mq-itsm.html.

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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