ManageEngine Positioned in the 2020 Gartner Magic Quadrant for IT Service Management Tools - Security Boulevard

ManageEngine Positioned in the 2020 Gartner Magic Quadrant for IT Service Management Tools

ServiceDesk Plus, ManageEngine’s flagship IT service management (ITSM) solution, has been named a Niche Player in this year’s Gartner Magic Quadrant for IT Service Management Tools.

The Magic Quadrant offers insights for organizations shopping for an ITSM tool for their business needs. The research names some vendors based on strict inclusion criteria that includes vision, capability, size of operations, number of large customers, and more. All vendors are recognized based on completeness of vision and ability to execute, giving insight on transformational technologies and the approach vendors are taking to deliver on the future needs of end users. 

We believe, this recognition reaffirms the progress we’ve made in strengthening key areas and expanding on others in ServiceDesk Plus.

We further think, below are some of the improvements and features that have earned us a place in this year’s report:

Rapid start ESM

ServiceDesk Plus’ enterprise service management (ESM) capabilities are comprehensive and affordable, making ESM accessible to organizations of all sizes, even small businesses. With rapid start ESM, organizations can quickly set up a fully functional service desk instance extending beyond traditional IT. Each instance has unique templates, automations, and more, and end users can access different instances using the same account

Create and deploy unique service desks


Graphical workflows

Workflows shown in the form of charts and graphs make it much easier to configure and set up processes for specific IT and business needs. The graphical drag-and-drop canvas in ServiceDesk Plus is intuitive and helps organizations build and visualize workflows better.

Build complex workflows in an intuitive drag-and-drop canvas



Zia, Zoho’s AI assistant for business, helps organizations bridge the gap between end users and the IT service desk. As a potential first point of contact, Zia reduces the service desk team’s response time and helps significantly increase end-user satisfaction rates.

Invoke service desk operations such as logging a request or adding notes


Release management

ServiceDesk Plus’ new release management module helps organizations build, test, and deliver IT releases with minimal risks and greater transparency. Log new releases with changes to better track releases, and stay in control of software releases using predefined release workflows.

Ensure safe and successful IT releases

In addition to the above features, we also have other interesting features in the works and are excited to share them with you as soon as they’re ready. You can take a look at the features we are currently working on by viewing our road map.

View the Gartner Magic Quadrant to learn more about the ITSM landscape and the key vendors that operate in it. View the report.


Gartner, Magic Quadrant for IT Service Management Tools, 6 October 2020, Rich Doheny, Keith Andes, Mark Cleary
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.

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