I've been a fan of a ManageEngine. We've been using this solution for the last 11 years. I can always give my references to anyone and I would love to promote [ManageEngine] to others and share my experience and feedback with other CIOs.
Helping more than 1,000 companies
deliver exceptional IT and business services
From a customer satisfaction perspective, we've evaluated a number of technologies, including ServiceDesk Plus, which allowed customers to be more productive. ServiceDesk Plus was also highly rated in the Gartner scoring as a Challenger which was one of the criteria that led us to choose it.
For organizations seeking a reliable, user-focused ITSM solution with exceptional support and a clear path to future growth, ServiceDesk Plus sets a high standard. We confidently recommend it to IT professionals and business managers looking to streamline operations, embrace automation, and prepare for the next wave of digital transformation.
What makes it [ServiceDesk Plus Cloud] more special over here is, it is like giving a complete platform to us—a ready-made package suite. It delivers extensive capability for automation, business rules, custom functions, custom triggers, [Critical ITSM] modules—everything we need. Plus, we have Zia Insights enabled in ServiceDesk Plus Cloud as well.
Today, with ServiceDesk Plus evolving into a cloud-based platform and integrating AI-driven capabilities, it has brought even greater value by enabling smarter automation, improved productivity, and more efficient service delivery.
The Gartner® Magic Quadrant™ for IT Service Management platforms returns after a three-year hiatus. What does this report mean for you?
In our opinion for years, the Gartner® Magic Quadrant™ for ITSM Platforms was the industry's shared reference for platform evaluation. It gave structure to a decision that rarely comes with easy answers. In 2023, Gartner retired the Magic Quadrant for ITSM Platforms, citing a market that had matured and stabilized. In its place came the Market Guide for IT Service Management Platforms. A Market Guide defines a market and explains what clients can expect it to do in the short term. With the focus on early, more chaotic markets, a Market Guide does not rate or position vendors within the market, but rather more commonly outlines attributes of representative vendors that are providing offerings in the market to give further insight into the market itself.
In 2024, Gartner introduced a new Magic Quadrant for AI Applications in IT Service Management, evaluating vendors specifically on their AI capabilities within ITSM workflows. Now in 2026, Gartner has reinstated the Magic Quadrant for IT Service Management Platforms. In our opinion both reports run alongside each other this year, giving buyers two complementary lenses: one focused on AI capabilities, one covering the full breadth of ITSM platform delivery.
We feel the return of this Magic Quadrant is good news for buyers. In short, the clarity is back. It is our belief that Gartner reinstating it means that decision makers and CIOs now get a trusted way to analyze ITSM platform vendors and shortlist a suitable IT service management platform with a lot more confidence
From the report, you can;
- Understand why ManageEngine is named a Challenger in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms.
- Explore the criteria Gartner® used to evaluate and position vendors in this year's Magic Quadrant™.
- Learn how to use the report to guide your own ITSM platform evaluation and vendor selection process.
What we believe led to this recognition
High-value AI Agents
An AI-powered taskforce that doesn't just answer questions but gets work done. Deploy prebuilt agents in a single click, build custom agents in a no-code agent studio, and orchestrate multiple agents across end-to-end workflows. Zia Agents in ServiceDesk Plus deliver fast deployment, visible outcomes, and real service transformation.
Explore Zia AgentsAI-assisted workflow orchestration and automation
Building and maintaining complex ITSM workflows has historically demanded significant administrative overhead. ServiceDesk Plus changes this with AI-assisted workflow building, enabling technicians and process owners to describe a workflow in natural language and have it constructed and refined intelligently in minutes.
Orchestrate enterprise-wide IT and business processesGlobal presence including our own data centers
ManageEngine helps value-oriented enterprises avoid overspending on complex, legacy ITSM platforms by delivering a function-for-function replacement at a more affordable price. This value proposition helps win new customers and grow ServiceDesk Plus's global footprint.
See customer storiesBuilt for every stage of ITSM maturity
ServiceDesk Plus is built for the full spectrum of ITSM. From organizations taking their first steps in structured service management, to mature, enterprise-scale environments with advanced process workflows and complex orchestration needs, ServiceDesk Plus enables highly customizable, value-oriented ITSM.
Explore ServiceDesk Plus editionsWhy you should choose ServiceDesk Plus
Compliant with the industry's best practice frameworks
ServiceDesk Plus is ITIL-certified for 14 practices and PinkVERIFY®-certified for 10 practices, helping enterprises adopt standardized, audit-ready service management processes.
View Certifications
Enterprise-grade security
Built on Zoho’s own technology stack and hosted in our own global data centers, ServiceDesk Plus is well-suited for organizations prioritizing data privacy, encryption, and data sovereignty.
Secure AI without the AI tax
Native AI capabilities, powered by a Zoho-hosted LLM, are available across all editions at no additional cost. We also deliver the flexibility to integrate with external AI providers such as OpenAI, Azure OpenAI, and Google AI Studio.
Flexible deployment models and database plans
Available both in the cloud and on-premises, ServiceDesk Plus provides flexible deployment and database options to meet performance, compliance, and data residency requirements.
AI-powered unified service management
solution that delivers value now!
Try it for free todayFrequently Asked Questions
It is an independent evaluation of the IT service management (ITSM) platform market, assessing vendors against two axes: Ability to Execute and Completeness of Vision. Based on where they land, vendors are positioned as Leaders, Challengers, Visionaries, or Niche Players, giving buyers a clear view of each provider's strengths and strategic direction. Notably, the 2026 report marks the report's return after Gartner retired the Magic Quadrant for this market in 2023 and released it as a Market Guide. To us that makes this the first refreshed quadrant assessment of the ITSM platform landscape in several years.
ManageEngine is positioned as a Challenger in the 2026 Gartner Magic Quadrant for IT Service Management Platforms.
According to Gartner, Challengers have executed well, growing market revenue, retaining good customer awareness, and improving their ITSM product and overall viability levels enough to participate in the general-purpose market with competitive products. In general, however, Challengers are not seen as driving the market as strongly as Leaders or Visionaries.
Gartner Magic Quadrant gives enterprise technology shoppers an unbiased assessment of how well competing providers are performing against Gartner market view and is supplemented by validated user reviews. Gartner Magic Quadrant gives enterprise technology shoppers an unbiased assessment of how well competing providers are performing against Gartner market view and is supplemented by validated user reviews. The Magic Quadrants help you get quickly educated about a market’s competing technology providers and their ability to deliver on what end users require today and in the future, It helps buyers understand how a market’s technology providers are competitively positioned and the strategies they are using to compete for end-user business.
ServiceDesk Plus is the AI-driven unified service management platform from ManageEngine, the enterprise IT management division of Zoho Corporation. It is available in the cloud and on-premises, and provides native AI capabilities across all editions at no additional cost.
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Gartner, Inc., Magic Quadrant for IT Service Management Platforms, Rich Doheny, Jen Lichucki, 27 July 2026
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