In 2023, the ITSM Gartner Magic Quadrant was replaced with the Gartner Market Guide — and we’re proud to share that InvGate Service Management is featured in its latest edition: the 2025 Market Guide for IT Service Management Platforms.
In 2023, the Gartner ITSM Magic Quadrant was discontinued and replaced with the Gartner Market Guide for IT Service Management Platforms. InvGate Service Management is included in the latest 2025 edition of the Market Guide. We are also recognized in the Gartner Peer Insights “Voice of the Customer” report (access it here) as a Customers’ Choice, a distinction based on peer reviews where vendors in the Customers’ Choice quadrant score above the market average in both user interest/adoption and overall experience.
While this change might seem like just a name swap, it marks a significant shift in the way IT Service Management (ITSM) solutions are evaluated. So, what's different, and why was this change made?
Let’s dive into the details.
Quick answer - Is there an ITSM Magic Quadrant in 2025?
If you're looking for the Gartner ITSM Magic Quadrant 2024 or Gartner ITSM Magic Quadrant 2025, here's the key: it no longer exists. Gartner officially retired the Magic Quadrant for ITSM in 2023 and replaced it with the Gartner Market Guide for IT Service Management Platforms. The latest edition of that market Guide was published in February 2025.
The last published Gartner Magic Quadrant for IT Service Management (ITSM) platforms, following that methodology, was released in 2022.
What replaced it: Market guide for ITSM platforms
For teams looking for current reference points, Gartner now relies on other report formats that better reflect how ITSM platforms are evaluated today.
One is the Gartner Market Guide for ITSM Platforms. Unlike the old ranking model, the Market Guide offers strategic insights and vendor overviews to help organizations evaluate solutions based on fit and functionality rather than placement in a quadrant. Here, InvGate Service Management is featured as a recognized solution in the market.
Another commonly cited resource is Gartner Voice of the Customer for ITSM, which aggregates verified end-user reviews and scores vendors based on customer experience. In the most recent edition, InvGate was honored as a Customers’ Choice, reflecting strong user satisfaction and positive reviews from verified clients.
These resources provide up-to-date insights for evaluating ITSM tools in the absence of a recent Magic Quadrant.
Will there be a Gartner ITSM Magic Quadrant in 2025?
This is unlikely. Gartner has clearly shifted away from publishing a standalone ITSM Magic Quadrant and has not signaled plans to reinstate it. Gartner officially retired the Magic Quadrant for ITSM in 2023 and replaced it with the Gartner Market Guide for IT Service Management Platforms.
The latest edition — referred to as the 2025 Market Guide — was published in February 2025, and InvGate Service Management is proudly featured among the representative vendors.
The move reflects a broader change in how ITSM products are assessed, focusing less on a single comparative chart and more on market context, customer feedback, and use-case alignment.
What is the ITSM Gartner Magic Quadrant?
The ITSM Gartner Magic Quadrant was an annual report that analyzed and evaluated vendors in the ITSM market.
Developed by Gartner, a leading research and advisory firm, this report classified ITSM vendors based on their ability to execute and the completeness of their vision. The resulting two-dimensional grid (known as the Magic Quadrant or MQ) categorized vendors into four quadrants.
First introduced as a way to help businesses make more informed ITSM decisions, the Magic Quadrant became a trusted source for comparing vendors on a global scale.
It offered a clear snapshot of where vendors stood and which ITSM platforms led the pack in terms of innovation and reliability. Over the years, companies earned their place in the Magic Quadrant, validating their solutions in the eyes of potential customers.
In 2023, Gartner decided to phase out the Magic Quadrant for ITSM, marking a pivotal moment in the ITSM world. The Gartner Market Guide has now replaced it, offering a new approach to how Service Management platforms are evaluated and showcased.
How did the IT Service Management Magic Quadrant work?
The IT Service Management Magic Quadrant was a highly regarded tool used by organizations to evaluate ITSM vendors. The methodology behind it was based on two key dimensions: ability to execute and completeness of vision.
Vendors were scored on criteria such as product performance, customer satisfaction, innovation, and market responsiveness. These scores determined their placement within one of four quadrants: Leaders, Challengers, Visionaries, or Niche Players. This straightforward framework allowed companies to quickly assess which vendors aligned best with their goals and needs.
Why did Gartner replace the Gartner Magic Quadrant for ITSM with the Gartner Market Guide?
Gartner’s decision to replace the ITSM Magic Quadrant with the Gartner Market Guide reflects the evolving nature of the ITSM landscape.
In recent years, IT Service Management platforms have undergone rapid transformations due to the rise of cloud services, automation, and digital transformation efforts. The Magic Quadrant, with its rigid ranking system, no longer seemed to fit the increasingly diverse and dynamic ITSM market.
The Market Guide provides more flexibility by focusing less on ranking vendors and more on highlighting key players, trends, and technologies shaping the ITSM landscape. It gives organizations a broader understanding of what’s out there and how these solutions can meet their unique needs. This shift allows Gartner to better reflect the state of modern ITSM, where the lines between traditional Service Management and emerging digital technologies are increasingly blurred.
What is the latest ITSM Magic Quadrant?
The last version of the ITSM Gartner Magic Quadrant was published in 2022, and it was a significant one. That report highlighted several key trends in the ITSM market, such as the growing importance of artificial intelligence (AI), machine learning, and automation in Service Management. Vendors like Atlassian, BMC, and ourselves at InvGate were recognized for their leadership and innovation in the field.
After the 2022 report, the Magic Quadrant for ITSM was officially retired and replaced with the Gartner Market Guide.
The latest version, published in February 2025, shifts the focus away from vendor rankings and toward strategic insights that help organizations navigate the evolving ITSM landscape. It provides guidance on emerging trends, platform capabilities, and how to choose the right solution based on your business needs and goals.
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InvGate Recognized in The 2025 Gartner’s Market Guide For ITSM Platforms
Vendors and solutions featured in the 2025 Gartner Market Guide
The following list of representative vendors featured in the 2025 Gartner Market Guide for IT Service Management Platforms highlights companies that meet Gartner’s defined criteria.
These solutions offer native workflow support across essential ITSM practices such as Incident Management, Problem Management, Request Management, Change Enablement, and Knowledge Management, along with integrated Configuration Management and service level monitoring.
This is the complete list of vendors and their solutions:
- Atlassian – Jira Service Management
- BMC – BMC Helix ITSM
- EasyVista – EV Service Manager
- Espiral MS Group – Proactivanet
- Freshworks – Freshservice
- Halo Service Solutions – HaloITSM
- IFS – IFS assyst
- InvGate – InvGate Service Management
- Ivanti – Ivanti Neurons for ITSM
- ManageEngine – ServiceDesk Plus
- Matrix42 – Matrix42 IT Service Management
- OpenText – OpenText Service Management (SMAX)
- ServiceNow – IT Service Management
- SolarWinds – SolarWinds Service Desk
- SymphonyAI – SymphonyAI IT Service Management
- SysAid – SysAid ITSM
- TeamDynamix – TeamDynamix IT Service Management
- TOPdesk – TOPdesk
- USU – USU IT Service Management
- Xurrent (formerly 4me) – Xurrent ITSM
