I’m thrilled to share that, for the fourth year in a row, ServiceNow has been positioned as a LEADER in Gartner’s Magic Quadrant for IT Service Management (ITSM) tools .
To be named as a leader is a great honor and an even greater responsibility. I am proud of the hard work we have done to serve our customers and understand that they rely on this high-profile Gartner Magic Quadrant for ITSM as a decision support tool for IT. So this continued recognition of our leadership is important. And as a market leader, our commitment to evolving the value our customers get from ITSM is stronger than ever before. Our work will not stop. To quote the late Steve Jobs, “… if you do something and it turns out pretty good, then you should go do something else wonderful…” What started out as “pretty good” has been turned into something wonderful and, with the help of our customers, progresses every day.
Our investments in ITSM prove themselves in every single ServiceNow release. It’s no accident that they work seamlessly together as we will always ensure that new functionality unites on a single, cloud platform. We do the hard work so that you, our customers, don’t have to worry about building and testing integrations, because your vendor took a shortcut. We are currently driving toward the future of ITSM where virtual agents , artificial intelligence and machine learning will play a big role in the efficiency and effectiveness of IT organizations like yours.
- We launched our Intelligent Automation Engine at Knowledge17 with a clear intent to bring machine learning to everyday work.
- We acquired DxContinuum as a core technology for that engine.
- And we supplemented it with the acquisition of Qlue . Applying artificial intelligence to routine service desk conversations with Qlue’s virtual agent messaging capabilities will enhance customer experiences.
Along with other ServiceNow predictive analytics and automation capabilities, you will be able to create models that automatically categorize, prioritize and route tasks in the service desk. And it helps find early indicators of problems to prevent issues , benchmark services and predict performance . You can see a demo of what the future of ITSM looks like here .
With the time saved, organizations can now focus on work that matters most. Using a service management model for all of IT, including IT Operations Management (ITOM) and IT Business Management (ITBM), helps customers quickly realize the value of their investment and the acceleration of their own digital transformation.
The industry recognition in the Gartner Magic Quadrant is an important influencer in customers’ purchase decisions and we take the responsibility it gives us to heart. As we move toward a future led by our intelligent automation vision, watch this space for more from me and the ServiceNow ITSM team in the weeks and months to come.
Read the full ServiceNow Gartner ITSM Magic Quadrant press release here .
*NOTE: Above 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 here .
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