SANTA CLARA, Calif. – October 9, 2020 –
ServiceNow
(NYSE: NOW), the leading digital workflow company that makes work, work
better for people, has been named a Leader in the 2020 Gartner Magic
Quadrant for IT Service Management (ITSM) Tools. ServiceNow was recognized
for its ITSM solution,
marking the seventh consecutive year that ServiceNow’s ITSM solution has
been named a Leader by Gartner.
With ITSM, ServiceNow is a true visionary, delivering massive amounts of
innovation to the market, resulting in an IT experience that will meet
customer needs now and, in the future. Built on the Now Platform,
ServiceNow ITSM allows customers to deliver scalable services, increase
productivity and to create resilient IT service experiences for their
employees.
“The overall ITSM market continues to grow and evolve, thanks to
ServiceNow’s sustained leadership in bringing new innovation that redefines
IT service management,” said Matt Schvimmer, SVP and GM, ITSM Business
Unit, ServiceNow. “As ServiceNow proudly leads with more than 50 percent
market share, we are consistently looking to raise the bar on how we
deliver new business value to our customers. We believe this recognition by
Gartner validates ServiceNow’s dedication to drive digital transformation
and improve the world of work.”
According to Gartner, “I&O [infrastructure and operations]
organizations intent on achieving higher levels of maturity within 18
months should consider advanced ITSM tools to gain value from solutions
focused on a broader, end‑to‑end context of IT service support and
delivery.”1
ServiceNow had 51.1 percent of the global Experience Management: IT Service
Management (ITSM) market share in 2019, according to Gartner2 –
which ServiceNow believes is a testament to the solution’s ability to
elevate service experiences.
Key features of ServiceNow ITSM include:
-
Elevated service experience:
Creating service experiences that fit the world employees work in now,
by automating support for common requests with virtual agents powered
by natural language understanding (NLU).
-
Improved IT productivity:
Leveraging machine learning and virtual agents to automate routine
tasks, uncover key insights and increase agent productivity.
-
Native mobile experiences:
Delivering a modern mobile app, for employees and agents, powered by
the Now Platform to triage, collaborate, and enable employees to find
answers across departments, and stay connected from anywhere.
-
Consolidated IT services:
Using built‑in best practices to rapidly consolidate inefficient tools
to a single system of action in the cloud, and to leverage shared data
with the most trusted IT service workflows.
Additional Information
1
Gartner, Inc., “Magic Quadrant for IT Service Management Tools,” Rich
Doheny, Keith Andes, Mark Cleary, October 6, 2020. Previous titles included
“Magic Quadrant for IT Service Support Management Tools”.
2
Gartner, Market Share: All Software Markets, Worldwide, 2019, April 13,
2020.
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research publications consist of the opinions of Gartner's research
organization and should not be construed as statements of fact. Gartner
disclaims all warranties, expressed or implied, with respect to this
research, including any warranties of merchantability or fitness for a
particular purpose.
About ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better for people.
Our cloud‑based platform and solutions deliver digital workflows that
create great experiences and unlock productivity for employees and the
enterprise. For more information, visit: www.servicenow.com.
© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow
logo, Now, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries.
Other company names, product names, and logos may be trademarks of the
respective companies with which they are associated.
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For more information:
ServiceNow PR
Jacqueline Velasco
(408) 561‑1937
press@servicenow.com