2022 Magic Quadrant™ for IT Service Management Platforms

November 09 · 02 mins read

ITSM Magic Quadrant

The 2022 Gartner® Magic Quadrant™ for ITSM Platforms report is out, and we are stoked that ManageEngine has been recognized as a Challenger this year. This is also the third year in a row we have been positioned in the annual research by Gartner.

Let's break down the factors that we believe contributed to this recognition, and reveal why our ServiceDesk Plus platform might be the right fit to derive business value from your ITSM practices.

A value-oriented ITSM offering

We believe the recognition validates ManageEngine's optimal value proposition that helps enterprises move away from bloated and exorbitant ITSM solutions while retaining the core capabilities that help build and manage resilient, digital-ready workflows.

A broad range of products that span both IT and business

ManageEngine delivers a broad product portfolio ranging from unified endpoint management and IT service management to AD management, IT operations management and more. These complementary solutions integrate natively into the ServiceDesk Plus platform, ensuring IT teams can orchestrate IT management workflows seamlessly.

ManageEngine also provides line-of-business and low-code integrations into the Zoho suite of business collaboration and productivity apps that further cement its ITSM platform capabilities.

These factors led to a high adoption of the ServiceDesk Plus platform in 2021, resulting in ManageEngine being recognized as a Challenger in this Magic Quadrant report.

ITSM Gartner Magic Quadrant

What is the Gartner Magic Quadrant?

According to Gartner: "A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s competitors. By applying a graphical treatment and a uniform set of evaluation criteria, a Magic Quadrant helps you quickly ascertain how well technology providers are executing their stated visions and how well they are performing against Gartner’s market view."

The Magic Quadrant for ITSM Platforms is a crucial resource for IT stakeholders and decision makers when evaluating an ITSM platform for their infrastructure and operations (I&O) organizations.

How, in our opinion, does the Magic Quadrant help in evaluating ITSM platforms?

We feel the Magic Quadrant provides I&O leaders and ITSM practitioners with rich market insights and an overview of differentiating trends among various ITSM platform vendors. It includes a rundown by the analysts on the Strengths and Cautions of the recognized ITSM platform vendors.

Armed with these insights, IT leaders and CIOs can better evaluate potential ITSM platforms and identify the right fit for their organizations.

Why has ManageEngine been recognized as a Challenger?

We believe the recognition reaffirms our position as a value-optimized alternative to perceived ITSM industry leaders. Midsize and large enterprises increasingly embraced ManageEngine's ITSM solution in the past year. This resulted in us being recognized as a Challenger in the Gartner report.

Read both Gartner reports to get a better understanding of the ITSM market.

While the Magic Quadrant presents a distilled perspective of the ITSM market and gleans the strengths and weaknesses of different vendors, we believe I&O leaders require an in-depth assessment of the vendors' ITSM offerings to make an informed choice.

To this end, the Gartner companion research to the Magic Quadrant, 2022 Gartner Critical Capabilities for ITSM Platforms, might help I&O leaders understand the capabilities of the individual ITSM offerings in the context of different use cases.

Gartner, Magic Quadrant for IT Service Management Tools, 31st October 2022, Rich Doheny, Chris Matchett, Siddharth Shankar Shetty,.

Gartner, Critical Capabilities for IT Service Management Platforms, By Chris Matchett, Siddharth Shetty, Rich Doheny, 1 November 2022

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.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document.

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the United States and internationally, and is used herein with permission. All rights reserved.

About the author

Siddharth G , Product Marketer

Siddharth G is a product marketer at ManageEngine. He specializes in driving marketing campaigns and customer education programs for ManageEngine's flagship ITSM platform, ServiceDesk Plus. Over the past three years, Siddharth has hosted various masterclass and thought leadership webinars addressing specific ITSM challenges that organizations face and the best practices to overcome them. He has also authored educational guides on IT ticketing systems and IT service catalog.

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