SANTA CLARA, CALIF., September 5, 2019 – For six years running,
ServiceNow (NYSE: NOW), the company that makes work, work better for
people, has been named a Leader in the 2019
Gartner Magic Quadrant for IT Service Management
Tools.1 In the 2019 report, ServiceNow is positioned
the highest for its ability to execute. ServiceNow ITSM transforms the
impact, speed and delivery of IT so customers can deliver great
experiences, increase productivity and achieve new insights.
ServiceNow has 51.1% of the global Experience Management: IT Service
Management (ITSM) market share in 2018 according to Gartner.2
The company was also named an August 2018 Gartner Peer Insights
Customers’
Choice for IT Service Management Tools,3 which
recognizes vendors in the market by verified end‑user professionals,
taking into account both the number of reviews and the overall user ratings.
“ServiceNow’s leadership in ITSM stems from our belief that people’s
experiences with technology at work should be as simple, easy and
intuitive as they are in their personal lives,” said Pablo Stern,
senior vice president of IT Workflow Products at ServiceNow. “We
believe our position in the market reflects our continued focus on
enabling digital transformation as a strategic partner to the world’s
largest enterprises.”
Unchain Innovation With ITSM
Gartner defines the IT service management (ITSM) tools market as
follows: “ITSM tools help infrastructure and operations (I&O)
organizations manage the consumption of IT services, the
infrastructure that supports the IT services and the IT
organization’s responsibility in delivering these services. These
are most heavily used by IT service desks and IT service delivery
functions to support the tasks and workflows for processes including
incident, request, problem, change, service level, knowledge and
configuration management.”
As IT leaders look to transform their service delivery model across
IT, ServiceNow lets them unify the IT experience on a single platform.
Customers can ensure IT is meeting service commitments while aligning
to business goals and empowering the organization with insights into
service delivery while identifying trends that may impact long term plans.
With ServiceNow, a leading
credit reporting company redirected IT resources from putting
out fires to delivering a superior customer experience and IT now
spends 80% of its time on innovation. A children’s
apparel company consolidated IT systems and accelerated service
delivery, saving $3 million in license, maintenance, and hardware costs.
Key recent ServiceNow ITSM innovations include:
-
Virtual Agent: Resolve common requests, increase customer
satisfaction and keep agents focused on what matters with advanced
AI and machine learning intelligence in ServiceNow’s enterprise
chatbot solution
-
Agent Workspace: Improve agent efficiency, prioritize work
and take action with a workspace built to facilitate
resolution
-
ITSM Mobile: Get work done from anywhere with a native mobile
experience
-
Predictive Intelligence: Resolve issues faster by using
built‑in machine learning to automatically prioritize and assign
issues
Built on the Now Platform, ServiceNow ITSM includes powerful
capabilities that drive cross‑functional communication and processes,
including a single‑data model to eliminate silos, automated workflows
to reduce bottlenecks and knowledge management to manage policies in
one location. Customers gain native artificial intelligence and
machine learning capabilities to predict, prioritize and proactively
manage the work that matters most.
Additional Information
1. Gartner, ‘Magic Quadrant for IT Service Management Tools’ by Rich
Doheny, Chris Matchett, Siddharth Shetty, August 29, 2019.
2. Gartner, “Market Share: All Software Markets, Worldwide, 2018” by
Terilyn Palanca, Hai Swinehart, Neda Gupta, Vanitha Dsilva, Laurie
Wurster, Balaji Abbabatulla, Robert Anderson, Fabrizio Biscotti, Alan
Dayley, Sid Deshpande, Jime Hare, Bindi Bhullar, Wararu Katsurashima,
John Kostoulas, Rustam Malik, Sharat Menon, Chandra Mukhyala, Chris
Pang, Julian Poulter, Michael Warrilow, Alys Woodward, Yanna
Dharmasthira, Craig Roth, April 8, 2019.
3. Gartner, Best IT Service Management Tools (ITSM) Software of 2018
as Reviewed by Customers
Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted in
its research publications, and does not advise technology users to
select only those vendors with the highest ratings or other
designation. Gartner 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.
Gartner Peer Insights Customers’ Choice constitute the subjective
opinions of individual end‑user reviews, ratings, and data applied
against a documented methodology; they neither represent the views of,
nor constitute an endorsement by, Gartner or its affiliates.
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.
© 2019 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, Now Platform, 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.
Contact:
Sara Day
ServiceNow
650.336.3123
press@servicenow.com
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