Magic Quadrant for IT Service Support Management Tools

ITSSM is crucial to any company & its tools are vital for infrastructure & operation to support & deliver IT services and solutions with ease. With more & more support tools in the market has seemingly helped professional in I&O, HR, R&D, Finance, Sales & Marketing, Operations and leaders & stakeholders of any organization.

Support tools range from basic, intermediate to advance, facilitating solutions like integration with Third Party ITOM solutions. It has drastically changed the landscape of any business house. With more than 450 vendors of ITSSM products, the trend of choosing the best vendor that suits the need has become more pertinent. The magic quadrant by Gartner’s sources different vendors as per their completeness of vision & ability to execute squaring each of them into niche players, visionaries, challengers & leaders.

The magic quadrant by Gartner assesses the logicality & viability & improvement in competitive strength achieved through visibility in the ITSSM marketplace. It context processes & workflows in HR, Facilities, business asset management, finance and others. While you plan to select a vendor, make sure it has a presence in the ITSSM market for more than five years. The predominance gives assurance & is significant in every ITSSM vendor in the Magic Quadrant of Gartner.

Some of the ITSSM vendors:

  1. ServiceNow

It is a leader in the magic quadrant. It dominates its customers, making prime targets as its technological innovation & implementation partners to support. It has improved its ITOM capabilities through maturing its Third Party solutions & integrating main product strategy in an ESP called ServiceNow Express.

  • Cherwell software

It is emerging as a challenger in the ITSSM industry, which targets organizations with medium I& O maturity. It has continued to attract customers & engage them in loyalty. It has a partner with FireScope featuring asset management & dependency management. It also hosts SaaS via MS Azure, securing customers’ digital footprints.

  • IBM

It supports function on product usability & ease in practices with next-gen support capabilities, especially mobility, social collaboration & effectiveness in delivery. IBM is a niche player in the Magic quadrant, with 35% of its customers using versions of software across the product portfolio. They have sales presence and partner network with self-service portals & promoting IT incident, problem, change, configuration & release management.

Criterion of evaluation:

  1. Completeness of vision evaluation:
  2. Market understanding: the ability to understand business needs and translate into products by showing the degree of vision, listening and sharing, shaping & adding to the vision
  3. Market strategy: differentiation of contents, messages & externalizing it through positioning, advertisements & programs.
  4. Sales strategy: It is choosing the appropriate network of direct & indirect sales, after-sales, communication, analyzing scope depth and market reach with skills, expertise & expanding customer base.
  5. Offering: it involves insights on product development through functionality enhancement, featuring set methodologies & mapping current as well as future needs.
  6. Business model: it involves only the business proposition made by any vendor to a customer or customer group.
  7. Verticals strategy: involves insights on industry trends, expansion roots and mapping new avenues of growth & channelizing to the spirit of the organization.
  8. Innovation: making synergetic layouts of resources coupled with expertise & alternatives available in the market for process outsourcing and automation of repetitive tasks.
  9. Geographic strategy: It is the vendor’s abilities to project needs, offers & trends external to native markets, ultimately helping to cater to a hybrid market.
  • Ability to Execute
  • Incident & problem management: ITSSM tools like incident ticketing, problem management are crucial for any IT organization that uses ITSSM tools. 
  • Change & Release Management: vendors should have integrated change & release management, focusing on intermediate & advanced IT service support capabilities.
  • Configuration management: vendors should be able to focus & maintain an overview of service assets to help change in processes & incident management.
  • Self-service request: vendors should convey a convenient way of presenting incident & request tracking services.
  • Collaboration: vendor products should feature compatibility with other tools & enable every department in the organization to come & share processes, including feedbacks.
  • Processes & workflow design: vendor products should come with preconfigured forms, fields, workflows & layout with options in customizing if needed to suit the needs of customers.
  • The total cost of ownership: Licensing & subscribing should be easy & should have different plans suiting to individual teams to a set of the whole organization.


Based on client inquires & vendor products available, Gartner has made this report of segregating vendors under a magic quadrant to know which vendor is suitable for their client.

Leave a Reply

Your email address will not be published. Required fields are marked *