There are various options when it comes to understanding the available IT Operations Management (ITOM) software tools. Especially because, unlike with IT service management (ITSM) say, there are different interpretations of what ITOM software is or includes. This variety is reflected in the Gartner Research view of the ITOM software category, where it has created multiple ITOM software Magic Quadrants rather than simply one.
To help your understanding of these ITOM software Magic Quadrants, this blog digs into what these are and what they cover (plus if they’re still published).
The Gartner view of ITOM software
The online Gartner Glossary defines ITOM software as follows:
“IT operations management (ITOM) software is intended to represent all the tools needed to manage the provisioning, capacity, performance and availability of computing, networking and application resources — as well as the overall quality, efficiency and experience of their delivery.”
The online Gartner Glossary also adds that:
“Gartner divides the ITOM market into three minisuite categories — delivery automation, experience management and performance analysis — in addition to a roll-up of mainframe and other nonspecified ITOM tools.
To help clients better understand the size of the market and key players in the tool categories represented by Gartner ITOM Magic Quadrants, we have included four additional categories of tools to align with current Magic Quadrants. These are application release orchestration (ARO), application performance monitoring, ITSM, and network performance monitoring and diagnostics (NPMD).”
Details on each of these four Magic Quadrants are shared below.
The Application Release Orchestration (ARO) Magic Quadrant
There’s no available definition for Application Release Orchestration; however, the online Gartner Glossary defines Application Release Automation as follows:
“Application release automation (ARA) tools focus on the modeling and deployment of custom application software releases and their associated configurations, often for Java Platform, Enterprise Edition (Java EE) and .NET applications. These tools offer versioning to enable best practices in moving related artifacts, applications, configurations and data together across the application life cycle. ARA tools support continuous release deployment. They often include workflow engines to assist in automating and tracking human activities.”
The 2019 Gartner Magic Quadrant related to Application Release Orchestration can be accessed here: Gartner Magic Quadrant for Application Release Orchestration.
However, this Magic Quadrant is now “retired.”
The Application Performance Monitoring Magic Quadrant
“Application performance monitoring (APM) is a suite of monitoring software comprising digital experience monitoring (DEM), application discovery, tracing and diagnostics, and purpose-built artificial intelligence for IT operations.”
The 2021 Gartner Magic Quadrant related to Application Performance Monitoring can be accessed here: Gartner Magic Quadrant for Application Performance Monitoring
It covers the following capability areas:
- Automated discovery
- Application mapping
- Application transactional understanding
- Mobile and desktop performance
- Root cause and impact analysis
- Integrations with other tools
- Analytics capabilities.
The Gartner Magic Quadrant for IT Service Management Tools
The online Gartner Glossary defines ITSM tools as follows:
“IT Service Management (ITSM) Tools enable IT operations organizations, specifically infrastructure and operations (I&O) managers, to better support the production environment. ITSM tools facilitate the tasks and workflows associated with the management and delivery of quality IT services. These are most heavily used by IT service desks and IT service delivery functions. Some non-I&O departments (such as HR or facilities) adapt generic ticket-handling and workflow capabilities for their own use.
ITSM tools are classified based on ITSM capabilities and integration with ITOM solutions and include: basic ITSM tools that have some ITSM capabilities and limited integration with ITOM solutions; intermediate ITSM tools that have good ITSM capabilities, and provide some basic ITOM functions or integrate with intermediate third-party ITOM solutions; advanced ITSM tools that have a full range of ITSM capabilities, and provide broad ITOM functionality natively or integrate with advanced third-party ITOM solutions.”
The 2021 Gartner Magic Quadrant related to ITSM tools can be accessed here: Gartner Magic Quadrant for IT Service Management Tools
It covers the following capability areas:
- Incident management
- Request management
- Problem management
- Change management (or enablement)
- Release management
- Configuration management
- Service level management
- Knowledge management
- Analytics and reporting
- ITOM capabilities and/or integrations with third-party ITOM solutions.
The Gartner Magic Quadrant for Network Performance Monitoring and Diagnostics (NPMD)
“Network performance monitoring tools provide performance and availability monitoring solutions for the data communication network (including network devices and network traffic). These tools collect performance data over time, and include features such as baselining, threshold evaluation, network traffic analysis, service-level reporting, trend analysis, historical reporting and, in some cases, interfaces to billing and chargeback systems.”
The 2019 Gartner Magic Quadrant related to Network Performance Monitoring and Diagnostics tools can be accessed here: Gartner Magic Quadrant for Network Performance Monitoring and Diagnostics.
However, this Magic Quadrant is now “retired.” The 2021 Gartner Market Guide for Network Performance Monitoring is a more recent related Gartner report.
Digital Experience Management
Finally, while not a Magic Quadrant area yet, a 2021 Gartner report called Innovation Insight for the Digital Employee Experience might be relevant to your organization’s ITOM needs.