ServiceNow Named a Leader in Gartner Magic Quadrant for IT Service Management Tools for Sixth Consecutive Year


ServiceNow recognized for its ability to execute and completeness of vision

ServiceNow named a Leader in Gartner Magic Quadrant for IT Service Management Tools (Graphic: Business Wire

September 05, 2019 12:31 PM Eastern Daylight Time

SANTA CLARA, Calif.–(BUSINESS WIRE)–For six years running, ServiceNow (NYSE: NOW), the company that makes work, work better for people, has been named a Leader in the 2019 Gartner Magic Quadrant for IT Service Management Tools.1 In the 2019 report, ServiceNow is positioned the highest for its ability to execute. ServiceNow ITSM transforms the impact, speed and delivery of IT so customers can deliver great experiences, increase productivity and achieve new insights.

“We believe our position in the market reflects our continued focus on enabling digital transformation as a strategic partner to the world’s largest enterprises.”Tweet this

ServiceNow had 51.1% of the global Experience Management: IT Service Management (ITSM) market share in 2018 according to Gartner.The company was also named an August 2018 Gartner Peer Insights Customers’ Choice for IT Service Management Tools,3 which recognizes vendors in the market by verified end-user professionals, taking into account both the number of reviews and the overall user ratings.

“ServiceNow’s leadership in ITSM stems from our belief that people’s experiences with technology at work should be as simple, easy and intuitive as they are in their personal lives,” said Pablo Stern, senior vice president of IT Workflow Products at ServiceNow. “We believe our position in the market reflects our continued focus on enabling digital transformation as a strategic partner to the world’s largest enterprises.”

Unchain Innovation With ITSM

Gartner defines the IT service management (ITSM) tools market as follows: ITSM tools help infrastructure and operations (I&O) organizations manage the consumption of IT services, the infrastructure that supports the IT services and the IT organization’s responsibility in delivering these services. These are most heavily used by IT service desks and IT service delivery functions to support the tasks and workflows for processes including incident, request, problem, change, service level, knowledge and configuration management.”

As IT leaders look to transform their service delivery model across IT, ServiceNow lets them unify the IT experience on a single platform. Customers can ensure IT is meeting service commitments while aligning to business goals and empowering the organization with insights into service delivery while identifying trends that may impact long term plans.

With ServiceNow, a leading credit reporting company redirected IT resources from putting out fires to delivering a superior customer experience and IT now spends 80% of its time on innovation. A children’s apparel company consolidated IT systems and accelerated service delivery, saving $3 million in license, maintenance, and hardware costs.

Key recent ServiceNow ITSM innovations include:

  • Virtual Agent: Resolve common requests, increase customer satisfaction and keep agents focused on what matters with advanced AI and machine learning intelligence in ServiceNow’s enterprise chatbot solution
  • Agent Workspace: Improve agent efficiency, prioritize work and take action with a workspace built to facilitate resolution
  • ITSM Mobile: Get work done from anywhere with a native mobile experience
  • Predictive Intelligence: Resolve issues faster by using built-in machine learning to automatically prioritize and assign issues

Built on the Now Platform, ServiceNow ITSM includes powerful capabilities that drive cross-functional communication and processes, including a single-data model to eliminate silos, automated workflows to reduce bottlenecks and knowledge management to manage policies in one location. Customers gain native artificial intelligence and machine learning capabilities to predict, prioritize and proactively manage the work that matters most.

Additional Information

  • Gartner Report: 2019 Gartner Magic Quadrant for IT Service Management Tools
  • ServiceNow Blog: Gartner names ServiceNow an ITSM Magic Quadrant Leader again
  • Gartner ITSM Market Share: Market Share: All Software Markets, Worldwide, 2018
  • Gartner Peer Insights: ServiceNow Named a November 2018 Gartner Peer Insights Customers’ Choice for IT Service Management Tools

1 Gartner, ‘Magic Quadrant for IT Service Management Tools’ by Rich Doheny, Chris Matchett, Siddharth Shetty, August 29, 2019.

2 Gartner, “Market Share: All Software Markets, Worldwide, 2018” by Terilyn Palanca, Hai Swinehart, Neda Gupta, Vanitha Dsilva, Laurie Wurster, Balaji Abbabatulla, Robert Anderson, Fabrizio Biscotti, Alan Dayley, Sid Deshpande, Jime Hare, Bindi Bhullar, Wararu Katsurashima, John Kostoulas, Rustam Malik, Sharat Menon, Chandra Mukhyala, Chris Pang, Julian Poulter, Michael Warrilow, Alys Woodward, Yanna Dharmasthira, Craig Roth, April 8, 2019.

3 Gartner, Best IT Service Management Tools (ITSM) Software of 2018 as Reviewed by Customers

Gartner Disclaimer

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, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner Peer Insights Customers’ Choice constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Gartner or its affiliates.

About ServiceNow

ServiceNow (NYSE: NOW) is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. For more information,

© 2019 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

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