SymphonyAI Summit acknowledged as an Honorable Mention in the 2022 Gartner® Magic Quadrant™ for IT Service Management Tools report by Gartner.
Magic Quadrant for IT Service Management Platforms
ITSM platforms offer workflow management and related insights that let organizations design, automate, manage and deliver integrated IT services and digital experiences. This research profiles vendors in the enterprise ITSM platforms market to help I&O leaders align them with their IT roadmaps.
- IT support enablement through embedded incident, problem and knowledge management
- Request management
- Multichannel engagement of users (e.g., portal, mobile, virtual agent, live chat, walk-up)
- Adaptive change and release management
- Service configuration management
- Service reporting and resource management
- Integrated AI for automated and assisted insight
- Workflow, automation and integration between IT operations management (ITOM) tools, development tool chain and service providers
- Case management, to facilitate simple ticketing and workflow requirements of business units adjacent to IT.
- A graphical process designer, to create and manage workflows.
- Digital employee experience (DEX) management functionality.
- Native discovery and dependency mapping for configuration management.
- IT operations event alerting and communication.
Vendor Strengths and Cautions
- Product innovation: Atlassian has a differentiated vision of the ITSM platforms market, driven by its development experience, which is focused on product-centric thinking, federated ITSM models and collaboration. Atlassian invests a large percentage of its revenue into R&D. Compared to competitors of equal size, Atlassian has a relatively large number of ITSM-related patents to protect its intellectual property (IP).
- Targeted acquisitions: Through a number of targeted acquisitions, Atlassian has been able to rapidly enhance its ITSM platform capabilities in areas such as form design and configuration management. In particular, its acquisition of Percept.AI has enabled it to feature native virtual agent technology on its short-term roadmap.
- New customer growth: In 2021, Jira Service Management was the fastest-growing product by new customer count among all offerings from the vendors evaluated in this report. Atlassian’s new customers range from small businesses to those with more than 5,000 licensed users.
- Account management: Atlassian’s account management efforts are largely focused on larger, more strategic accounts. Smaller customers have raised concern about the quality and availability of account management, direct implementation services and direct customer success support.
- Product gaps: With its focus on DevOps, Atlassian has not addressed some of the gaps in its Jira Service Management product with regard to traditional IT support. The solution still lags behind more advanced tools in some critical capabilities, including the ability to fully support multichannel engagement models and reporting. These gaps will limit the vendor’s ability to fully displace incumbent ITSM platforms among more mature customers.
- Vertical market focus: Atlassian lacks industry-specific functionality and marketing as part of its platform strategy. Jira Service Management Cloud’s lack of HIPAA (planned for late 2022) and FedRAMP compliance requires some regulated verticals, such as healthcare and government, to purchase more expensive Data Center licenses to support on-premises deployments.
- Advanced service operations capabilities: BMC Helix ITSM supports the needs of highly mature I&O organizations with strong ITSM process support, BMC Helix Operations Management integration for monitoring and observability, robust configuration management and AI-driven features such as incident clustering.
- Enterprise experience: BMC has a long history of supporting the needs of larger enterprises with an extensive partner network, direct account management and customer success teams.
- Global presence: BMC’s customers are geographically distributed, supported by a broad set of local offices, partners in each major region and worldwide hosting choices on Amazon Web Services (AWS; including FedRAMP), Azure and BMC Cloud. The latter has data centers in North America, Europe, the Middle East and Asia/Pacific.
- Reliance on technology partners: BMC has partnered with other vendors for some features (e.g., BMC Helix iPaaS and BMC Helix Dashboard, as well as some AI capabilities, including the BMC Helix Virtual Agent), rather than acquiring or building this technology directly. The nonproprietary nature of these features makes it harder for BMC to differentiate itself from many of its competitors in these areas.
- Advanced Feature Pricing: Some advanced features require additional licenses and subscriptions. These include BMC Digital Workplace Advanced (which supports native live chat, appointment scheduling and location support), as well as the virtual agent, AIOps and out-of-the box connectors with iPaaS within BMC Helix. With those additions, BMC Helix ITSM has one of the highest combined list license costs of all the offerings from vendors evaluated in this Magic Quadrant.
- Product complexity: Despite BMC’s 2020 acquisition of Alderstone to support customer implementation and migration initiatives, customers still find the product to be complex. As a result of this complexity, substantial resources are required to support the platform, slowing down the enablement of new features.
- Newly acquired capabilities: EasyVista’s recent acquisitions provide it with a set of broader native operations products that complement the ITSM platform with digital experience, infrastructure monitoring and endpoint management support.
- Customer relationships: In 2021, EasyVista launched an initiative to build closer relationships with its customers by aligning implementations on its platform with ITSM maturity growth. This addresses a common need among buyers who are looking for vendor support in maturing their practices.
- Vertical alignment: EasyVista strategically targets specific verticals, including healthcare, education and the public sector, where its value-based strategy aligns with buyer requirements. The vendor supports HIPAA compliance for healthcare and integration with common vertical technology, such as EPIC for healthcare and Blackboard for education.
- Immature line-of-business support: While EasyVista does provide some free line-of-business extensions, it lacks a mature platform strategy and product roadmap related to case management in areas outside IT.
- Lacking product differentiation: EasyVista struggles to differentiate its product in this market. Features added over the past 12 months, such as enhanced collaboration and reporting templates, are relevant, but do not differentiate EasyVista’s offering from comparable ITSM platforms.
- Limited global presence: EasyVista’s market presence, new customer acquisitions and partner network are weaker outside its target regions of Western Europe and North America.
- Strong mind share: Freshworks maintains strong awareness among ITSM platform buyers and frequently shows up on Gartner client shortlists. This mind share is supported by a multichannel marketing approach that includes in-person roadshows, events and social media.
- High midmarket growth: By providing a simple-to-use ITSM product and flexible licensing tiers, with bundled features such as orchestration and alert management, Freshservice maintains strong growth in the midmarket. In 2021, Freshworks was among the top vendors within this evaluation for both overall revenue growth percentage and new customer growth.
- Fast update cadence: Freshworks offers monthly updates for its Freshservice product, enabling it to introduce new features at a quicker pace than many of its competitors in this market. All customers are upgraded automatically with each release, granting customers the ability to toggle when to enable the new features.
- Low product strategy differentiation: The product roadmap for Freshservice is largely composed of enhancements such as case management templates, broader collaboration support and process enhancements. These features, while relevant, will not help provide strategic differentiation of its product in this market.
- Limited enterprise presence: While Freshworks positions its ITSM platform for companies of all sizes, the majority of new customers remain small to midsize organizations.
- Immature partner ecosystem: While a significant portion of Freshservice’s sales are direct rather than through partner channels, the vendor lacks a mature segmentation approach for its partners. This limits their ability to grow into new markets by leveraging partner expertise such as in targeting larger and more mature customers or specific verticals.
- Cross-product extensibility: IFS’s acquisition of Axios provides it with broad platform potential to execute its strategy of extending Axios’ native ITSM and ITOM capabilities to IFS’ other EAM, ERP and CRM solutions.
- Global reach: IFS maintains a broad global reach, with local offices and reseller and implementation partners in each major region (North America, Latin America, Europe, Middle East and North Africa, and Asia/Pacific). It is one of the few vendors in this evaluation with a SaaS data center presence in the Middle East.
- Customer engagement: IFS has maintained strong relationships with its customers through regular implementation health checks and global customer advisory board sessions, leading to high retention and product upgrade rates.
- One-size-fits-all pricing model: IFS customers are limited to purchasing the assyst ITSM platform as part of an all-inclusive, multiproduct pricing model themed around t-shirt sizing. This atypical approach of only offering an ELA bundle based on the total user count in the organization makes it difficult for prospective customers to compare an assyst quote with named technician proposals from competitors.
- Rate of Innovation: Due to the acquisition, assyst’s 2021 update cadence has been slow, with only one major release of the product. Although major releases have since returned to biannual, these have largely lagged behind its competitors in terms of emerging features such as AI/ML, and in addressing existing customer concerns in areas such as the UI.
- Minimal vertical partnership support: IFS lacks strong segmentation and management of customer relationships with partners. While it does have partners in a wide range of locations, it relies on customer size, rather than relevant product or industry experience, to determine which professional services vendors to partner with.
- Strong vertical alignment: Ivanti sucessfully targets vertical industries with its product, such as government and healthcare. It supports a number of standards, including HIPAA (healthcare), and is one of only a few ITSM vendors to have obtained the U.S. government’s FedRAMP Authorized status. As part of its platform strategy, Ivanti also provides healthcare-specific workflows that discover and profile medical devices and “internet of medical things” devices.
- Extended product portfolio: Ivanti offers a number of differentiating features through the native integration of its adjacent solutions, including products for unified endpoint management, vulnerability and patch management, self-healing, real-time device discovery and DEX.
- Line-of-business expansion: The acquisition of Cherwell provides Ivanti with line-of-business workflow support with a broader library of built-to-purpose solutions, including Ivanti Neurons for HR, Facilities, Governance Risk Compliance (GRC) and Project Portfolio Management (PPM).
- Minimal customer success resources: Ivanti lacks a robust set of tools, templates and guides to help customers on their ITSM maturity journeys. Customers must rely largely on their implementation partners or Ivanti’s peer support community for this help.
- Limited emerging market presence: Ivanti has limited customer references and resources to support customers in emerging markets within Asia/Pacific, Latin America and the Middle East, challenging its growth ambitions and competitiveness in those regions.
- ITOM and DevOps Gaps: Ivanti’s focus on its three pillars of endpoint, security and service management leave it exposed against vendors with broader ITOM- and DevOps-oriented messaging and functionality. For example, as of our evaluation, Ivanti lacks ML to dynamically identify the risks associated with changes, and only has out-of-the box integrations with a small set of common monitoring and observability tools.
- Low price: ManageEngine is one of the most affordable ITSM offerings evaluated in this research, with several pricing tiers that lower the cost of entry and enable customers to grow. The affordable pricing aligns well with the needs of ManageEngine’s target midmarket customers, as well as larger, value-oriented customers.
- High growth: With flexible deployment models and effective positioning in the midmarket, ManageEngine was among the top vendors within our evaluation for both revenue growth percentage and new customer growth in 2021. While the majority of its new customers are midmarket, ManageEngine has been able to demonstrate large enterprise growth.
- Broad product portfolio: ManageEngine offers a broad portfolio of complementary products, including endpoint management, network monitoring, application monitoring and active directory management solutions. Along with the low-code development and line-of-business integrations offered through its parent company, Zoho, these products provide the vendor with a broad set of platform capabilities and cross-selling opportunities
- Low product innovation: ManageEngine’s roadmap largely focuses on process enhancements, integrations and customization support, which are largely catch-up in nature. While the vendor has introduced some AI/ML capabilities over the past 12 months for field and template recommendations, it still lags behind more advanced products in this category.
- Undifferentiated ITSM marketing: ManageEngine does not consistently highlight clear ITSM differentiation in its marketing. By focusing on commonplace themes such as low-code development, customer privacy and deployment flexibility in its marketing, the vendor will struggle to stand out to more mature buyers in this market.
- Limited integrations beyond the Zoho ecosystem: Platform integrations and extensibility are at their strongest when combined with other products from the ManageEngine and Zoho ecosystem, whereas customers may be forced to build custom API connections to many other popular ITOM tools.
- AI/ML adoption: Micro Focus bundles its AI/ML capabilities for its customers at no additional cost. This lowers the barrier to adoption and has resulted in the majority of its SMAX customers using some AI/ML features to augment their ITSM practices. The vendor expanded this functionality in 2022 with new ML-based expert recommendations for ticket handling.
- Ease of administration: Micro Focus has designed its product to enable codeless configuration, and continues to expand its codeless integration capabilities. These address a key challenge among buyers to reduce implementation and upgrade time and ongoing administrative resource requirements.
- Pricing flexibility: Micro Focus makes it easy for its SMAX customers to switch between named and concurrent licensing mid-contract with a flexible, unit-based model. Micro Focus also offers a limited number of Operations Orchestration, Software Asset Management and Universal Discovery licenses at no cost.
- Decreased revenue: While SMAX, as a new product, is gaining customers, both Micro Focus and its overall ITSM portfolio have seen annual decreases in revenue since 2019. This lower revenue limits the funds that can be directly reinvested into the product.
- Vertical focus: Micro Focus lacks industry-specific functionality as part of its platform strategy. It also lacks support for industry-specific regulatory standards, including HIPAA, FedRAMP Authorization (part of its roadmap) and PCI, which limits the product’s appeal in industries such as healthcare and the U.S. government.
- Product roadmap gaps: While it is investing in new AI/ML features and making the platform easier to manage, Micro Focus’ long-term product strategy lacks plans for enhanced practice support and differentiation.
- New product enhancements: Through a combination of platform-focused acquisitions and native development, ServiceNow is releasing more native advanced features than any other vendor in this evaluation. It maintains a number of advanced product differentiations, such as native process mining and workforce optimization, and has a clear 18-month product roadmap.
- High platform adoption: ServiceNow effectively markets and sells across its broader platform and extended ITSM capabilities to its customers. Gartner regularly sees customers purchasing products beyond ITSM to extend their platform utilization in areas such as HR, CEC, GRC and broader ITOM, and ServiceNow’s revenue for ITSM in 2021 was over three times that of its closest competitor.
- Market presence: ServiceNow has strong relevance to ITSM customers, as measured by our market momentum index, which includes Gartner inquiries, social media and web search trends. ServiceNow maintains a strong community of users, as prospective customers regularly cite awareness or experience through their peers.
- High cost of add-ons: Customers who fail to budget for the necessary add-ons and product upgrades often encounter unwelcome costs when looking to add additional platform capabilities such as custom apps, ITOM features, line-of-business applications, orchestration, AI/ML or additional workflow approvers. These additional licensing expenses can ultimately limit customers’ ability to achieve their long-term platform goals.
- Limited emerging market presence: ServiceNow has a limited presence in some emerging markets, with fewer local offices, no hosting presence in the Middle East and only a single paired data for Central and South America, located in Brazil. This will limit its growth ambitions in these markets.
- Renewal leverage concerns: ITSM platform buyers frequently cite concerns that ServiceNow’s market dominance is hurting their ability to renegotiate their contracts or reduce their ServiceNow footprint without heavily impacting their current discounts.
- Midmarket focus: SysAid has a clear focus on the midmarket, where it can best position its low overhead, ease of configuration and additional features beyond ITSM, such as endpoint patching and remote control.
- Vertical marketing success: SysAid effectively targets key verticals, including education, healthcare and manufacturing, with vertical-specific webpages and other marketing collateral, as well as special bundling and Chromebook support for education customers.
- Customer relationships: SysAid provides a number of customer enablement services at no cost, including “boot camp” day-long training sessions, health checks and service benchmarking.
- Lack of advanced ITSM capabilities: Despite SysAid positioning itself as an ITSM tool for all maturities, it lacks advanced capabilities in change management, configuration management, multichannel engagement and integrated AI. This limits the appeal of SysAid to customers with basic ITSM needs.
- No line-of-business support: SysAid is the only vendor in this evaluation to lack any out-of-the-box workflow support for line-of-business applications beyond IT. This puts it at a significant disadvantage when buyers are increasingly looking for a more flexible platform.
- Small vendor: SysAid has the smallest company revenues of all vendors in this Magic Quadrant, and growth in customer numbers and revenue has lagged behind the company’s midmarket-focused competitors.
Vendors Added and Dropped
- There are no new vendors in this Magic Quadrant.
- USU was dropped, as it was not in the top 20 vendors within Gartner’s market momentum index ranking.
Inclusion and Exclusion Criteria
- The product version considered as part of this evaluation must have been generally available by 1 June 2022.
- The ITSM platform product must include native functionality for:
- IT support enablement through embedded incident, problem and knowledge management
- Request management
- Change and release management
- Service configuration management
- Service reporting
- Multichannel engagement of users (e.g., portal, mobile, virtual agent, live chat, walk-up)
- A process designer to create and manage workflow, automation and integration
- The vendor must have demonstrated ongoing development of the product, with at least one major update or release (not including security updates and minor feature updates) over the past 12 months (since 1 June 2021).
- The vendor must have run at least one marketing campaign for the product in 2021. The marketing campaign must have defined objectives, target audience, content and channels.
- The product must have at least six new paid customers, added during 2021, with either 300 active named user licenses or 100 active concurrent user licenses for ITSM. At least one-third of customers must be using versions of software across the ITSM product portfolio that are less than 18 months old (released after 1 December 2020).
- The vendor must rank among the top 20 organizations in the market momentum index defined by Gartner for this Magic Quadrant. Data inputs used to calculate ITSM platform market momentum include:
- Job vacancies advertised on the vendor’s website.
- Job postings mentioning the ITSM platform, aggregated from a range of employment websites.
- Number of followers of the vendor on social media services.
- Public search engine trends referencing the vendor or their product in this market.
- Gartner customer search and inquiry volume and trend data, including shortlists.
- The vendor must have a sales presence or partner network that includes at least two offices (regional office or reseller partner) and new ITSM platform customers in 2021 in each of three or more of the regions listed below. In addition, at least 15% of the vendor’s ITSM revenue must be derived from outside a single region.
- North America
- Latin America
- Western Europe, Eastern Europe and Eurasia
- Middle East, North Africa and Sub-Saharan Africa
- Mature Asia/Pacific, emerging Asia/Pacific, Greater China and Japan
Ability to Execute
Completeness of Vision
- Expanding service management workflows with out-of-the-box content to support line-of-business needs, such as HR and facilities case management.
- Low-code and no-code workflow design capabilities, which enable citizen developers to modify ITSM process flows and build out their own custom workflows.
- Broader integration into IT operations management, line-of-business and application development tools.
- The majority of vendors in this market offer ITSM platforms that focus on IT service desk and ticketing functions targeted at lower-maturity I&O organizations. These vendors typically highlight the value they offer in enabling core ITSM competencies (incident management, request management, knowledge management, etc.) with low administrative complexity and inclusive pricing models. They may offer some limited applications of AI and machine learning in their solutions in areas such as predictive field recommendations. However, enhancing core process support and improving multichannel engagement (e.g., chatbots, walk-up and mobile apps) typically drive much of the product strategy.
- Some vendors target highly mature I&O organizations with a greater need to support service operations through more extensive IT service life cycle management. These vendors offer deeper support for change, release and configuration management, as well as advanced automation, AI-driven insights and adaptive processes. A limited scope of vendors target emerging use cases, such as DevSecOps and DevOps, with specific integrations, workflows or ways to uncover related insights.
- Most vendors support some line-of-business extensibility and market that in their offerings. However, the presence and maturity of out-of-the-box workflows, third-party tool integrations (e.g., connecting to common HR information systems) and unified experiences between them varies widely.