For years, the ITSM Gartner Magic Quadrant was the go-to resource for businesses seeking the best IT Service Management (ITSM) platforms. It played a crucial role in shaping purchasing decisions, setting standards, and offering insights into market trends within the IT Service Management world.
However, in 2023, Gartner replaced the Magic Quadrant for ITSM with the Gartner Market Guide — in which we're proud to be featured.
While this change might seem like just a name swap, it marks a significant shift in the way ITSM solutions are evaluated. So, what's different, and why was this change made?
Let’s dive into the details.
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.
The value of the Gartner Magic Quadrant for IT Service Management platforms
When the Magic Quadrant was active, it provided valuable insights into the ITSM landscape. It didn't just rank vendors; it offered a comprehensive analysis of market trends, highlighting strengths and weaknesses of each platform.
Businesses relied on these reports to guide purchasing decisions, ensuring they selected solutions that fit their specific IT needs while staying ahead of industry shifts. The Magic Quadrant's methodology helped shape ITSM best practices and strategies for countless organizations worldwide.
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.
But after the 2022 report, the Magic Quadrant for ITSM was officially retired and replaced with the Gartner Market Guide. The latest version of the Market Guide, published in 2023, focuses more on strategic insights and the future of ITSM rather than vendor rankings. It serves as a guide for businesses looking to navigate the fast-changing ITSM landscape, offering advice on how to choose the right solution based on specific business needs and goals.
InvGate Recognized in The 2024 Gartner’s Market Guide For ITSM Platforms
When will the Gartner ITSM Magic Quadrant 2024 be available?
In a nutshell, it already is—but not with that exact name. While you might be searching for the Gartner ITSM Magic Quadrant 2023 or the Gartner ITSM Magic Quadrant 2024, it’s important to note that this publication no longer exists under that title. As of 2023, the Magic Quadrant has been replaced by the Gartner Market Guide for ITSM platforms. The 2024 Gartner Market Guide was actually published in November 2023, which can be a little confusing. Let me explain.
Gartner typically names its reports based on the year they will be most relevant, rather than the year they are published. So, even though the Gartner Market Guide for ITSM platforms was published in November 2023, it is referred to as the 2024 Gartner Market Guide because its insights and analysis are intended to be applicable throughout 2024.
The next edition will be the 2025 Gartner Market Guide, which is expected to be released around December 2024.
This shift reflects Gartner’s new approach to evaluating the ITSM market, moving away from a competitive ranking model and focusing more on providing strategic insights and overviews. So, if you’re looking forward to the next report, keep an eye out for the 2025 Gartner Market Guide rather than a Magic Quadrant release.
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Vendors and solutions featured in the 2024 Gartner Market Guide
The following list of representative vendors featured in the 2024 Gartner Market Guide serves as a valuable resource, highlighting companies that meet the defined criteria for ITSM platforms and offer native workflow support across key practices, including Incident Management, Problem Management, Request Management, Change Management and Knowledge Management.
This is the complete list of vendors and solutions:
- 4me - 4me.
- 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.
- OpenText - Service Management Automation X (SMAX).
- Serviceaide - ChangeGear.
- ServiceNow - IT Service Management.
- SolarWinds - SolarWinds Service Desk.
- SymphonyAI - Summit IT Service Management.
- SysAid - SysAid ITSM.
- TeamDynamix - TeamDynamix.
- TOPdesk - TOPdesk.
Final thoughts
The ITSM Gartner Magic Quadrant served as a vital resource for organizations looking to navigate the complex world of IT service management. While it has now been replaced by the Gartner Market Guide, the fundamental goal remains the same: to provide businesses with the information they need to make informed decisions about ITSM platforms.
The shift from the Magic Quadrant to the Market Guide reflects a broader evolution in the ITSM space, where flexibility and adaptability are more important than ever. As the market continues to grow and change, resources like the Gartner Market Guide will help businesses stay ahead of the curve by offering insights into the latest trends and innovations.
Frequently Asked Questions (FAQs)
1. What is the ITSM Gartner Magic Quadrant?
The ITSM Gartner Magic Quadrant was a report that analyzed and ranked IT service management vendors based on their performance and vision. It has been replaced by the Gartner Market Guide.
2. Why did Gartner replace the ITSM Magic Quadrant?
Gartner replaced the Magic Quadrant with the Market Guide to better reflect the changing ITSM landscape and offer more flexible, strategic insights.
3. What is the latest version of the ITSM Magic Quadrant?
The last ITSM Magic Quadrant was published in 2022. The report has since been replaced by the Gartner Market Guide, with the latest version published in 2023. It is the 2024 Gartner Market Guide.
4. When will the Gartner ITSM Magic Quadrant 2024 be available?
In a way, it is already available, but not with that name. The Magic Quadrant no longer exists. The Gartner Market Guide replaced it. The last version was released in November, 2023.
5. Is InvGate featured in the Gartner Market Guide?
Yes, InvGate has been featured in the last versions of the Gartner Magic Quadrant (now Gartner Market Guide). It is included as a key player in the ITSM field.
