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Analyst Report

ServiceNow receives the highest scores in the Gartner® Critical Capabilities for IT Service Management Platforms

According to Gartner, "ITSM platforms offer workflow management and related insights enabling I&O leaders to design, automate, manage and deliver integrated IT services and digital experiences." In its latest "Critical Capabilities for IT Service Management Platforms" report, Gartner states: "We analyze the critical capabilities of service desk, service operations and business workflow automation in 10 ITSM platforms."

ServiceNow received the highest scores among other vendors for every critical capability Use Case featured in the report, which include:
  • Service Desk
  • Service Operations
  • Business Workflow Automation
Download your complimentary copy of the "Critical Capabilities for IT Service Management Platforms" report to see why ServiceNow received its scores from Gartner and how it is evaluated against other IT service management vendors. You’ll also find key findings, recommendations and other insights on the IT service management platform market that ServiceNow views as invaluable.

Gartner, Critical Capabilities for IT Service Management Platforms, Rich Doheny, Chris Matchett, Siddharth Shetty, 1 November 2022.

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.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

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