In 2023, the ITSM Gartner Magic Quadrant was replaced with the Gartner Market Guide.
What looks like a simple change in format reflects a shift in how ITSM tools are evaluated. The Magic Quadrant model gave a comparative snapshot; the Market Guide leans toward context, capabilities, and fit.
InvGate Service Management is featured in its latest edition: the 2025 Market Guide for IT Service Management Platforms.
So, what's different, and why was this change made? Let’s dive into the details.
Key takeaways
- The last ITSM Magic Quadrant was published in 2022.
- Gartner retired the Magic Quadrant for ITSM in 2023.
- It was replaced by the Market Guide for IT Service Management Platforms.
- The latest edition was published in February 2025.
Quick answer - Is there an ITSM Magic Quadrant in 2026?
No. The classic Gartner Magic Quadrant for ITSM platforms no longer exists. The last edition was published in 2022, and Gartner retired it in 2023.
It was replaced by the Gartner Market Guide for IT Service Management Platforms, which serves as the current reference for evaluating ITSM solutions.
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 Peer Insights "Voice of the Customer" report for ITSM, which aggregates verified end-user reviews and scores vendors based on customer experience. In the most recent edition, InvGate appears 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 2026?
Gartner is not planning to reinstate a standalone Magic Quadrant for ITSM platforms. The model was retired in 2023 and replaced by the Gartner Market Guide for IT Service Management Platforms, which remains the current reference.
In 2025, Gartner did publish a new Magic Quadrant — but for a different category: AI Applications in IT Service Management. However, that report does not replace the classic version and focuses specifically on AI-driven capabilities rather than full ITSM platforms.
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.
It was first introduced as a way to help businesses make more informed ITSM decisions, and 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 MQ, validating their solutions in the eyes of potential customers.
In 2023, Gartner decided to phase out the Magic Quadrant for ITSM. 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.
- Ability to execute (Y-axis): how well a vendor delivers in practice — product performance, customer experience, support, and operational maturity
- Completeness of vision (X-axis): how forward-looking the vendor is — product strategy, innovation, and understanding of market direction
Each vendor was positioned on this chart according to Gartner’s assessment, which combined product analysis, customer feedback, and market criteria.
That placement determined which of the four quadrants they fell into:
- Leaders: strong execution today, with a clear and consistent vision for the future
- Challengers: solid delivery and scale, but a less differentiated or forward-looking strategy
- Visionaries: innovative approach and clear direction, but less proven execution at scale
- Niche Players: focused on specific use cases, regions, or segments, rather than broad market coverage
The model made it easy to scan the market quickly.
Why did Gartner replace the Gartner Magic Quadrant for ITSM with the Gartner Market Guide?
Gartner replaced the ITSM Magic Quadrant with the Market Guide in response to how ITSM practices and tools have evolved.
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. It gives organizations a broader understanding of what’s out there and how these solutions can meet their unique needs.
What is the latest ITSM Magic Quadrant?
The last edition of the ITSM Magic Quadrant was published in 2022. Gartner retired that report in 2023, so there hasn’t been a new version since.
Today, the main reference for evaluating ITSM platforms is the Gartner Market Guide for IT Service Management Platforms. Instead of ranking vendors, it provides an overview of capabilities, use cases, and how different solutions fit specific requirements.
There has been one recent addition to the Gartner ITSM ecosystem. In September 2025, Gartner introduced the Magic Quadrant for AI Applications in IT Service Management. It focuses on AI-driven capabilities within ITSM, not full platforms.
We’ll cover how that report differs, and when to use it, in the next section.
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InvGate Recognized in The 2025 Gartner’s Market Guide For ITSM Platforms
Is there a Gartner Magic Quadrant for AI applications in ITSM?
Yes — in September 2025, Gartner introduced a new report: the Magic Quadrant for AI Applications in IT Service Management.
It’s important to understand the scope. This Magic Quadrant does not evaluate full ITSM platforms. Instead, it focuses on AI capabilities that extend or augment ITSM workflows, such as virtual agents, intelligent ticket triage, automated categorization, and similar features.
That distinction matters when you’re researching vendors.
If your goal is to evaluate a complete ITSM platform — including ticketing, change management, asset management, and workflow configuration — the relevant report remains the Gartner Market Guide for IT Service Management 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:
How to evaluate ITSM platforms without the Magic Quadrant
A solid ITSM evaluation today comes from cross-checking analyst guidance, user reviews, and direct product experience.
Start with the Gartner Market Guide: The Gartner Market Guide for IT Service Management Platforms gives you a structured view of the category. It outlines common capabilities, typical use cases, and includes a list of representative vendors. Use it to understand where each platform fits rather than to rank them.
Check Gartner Peer Insights reviews: Gartner Peer Insights adds a user perspective. Reviews come from verified customers and highlight day-to-day experience: ease of use, support quality, and implementation. The “Voice of the Customer” report aggregates that feedback into a more digestible format.
Validate through demos and trials: Documentation only goes so far. Product demos and free trials show how the platform handles real workflows — ticketing, automation, reporting, and integrations. It also helps you assess how quickly your team can get comfortable with the tool.
Look at total cost and deployment model: Pricing goes beyond licenses. Consider implementation effort, maintenance, required infrastructure, and how the deployment model (cloud vs. on-premise) fits your environment. Simpler setups often reduce long-term overhead.
How InvGate Service Management performs in current Gartner evaluations
InvGate Service Management is listed as a representative vendor in the 2025 Gartner Market Guide for IT Service Management Platforms.
On Gartner Peer Insights, it holds a 4.8 rating based on verified customer reviews and appears as a Customers’ Choice in the latest report.
If you're comparing ITSM platforms, reviewing the product directly is the next step. You can request a demo of InvGate Service Management to see how it fits your workflows and requirements.
