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EV Blog

John Prestridge | September 12, 2019

Just Out: The New 2019 Gartner Magic Quadrant for IT Service Management Tools!

Out of 300+ vendors in the IT Service Management industry, EasyVista is once again named in the 2019 Gartner Magic Quadrant for IT Service Management Tools.

Organizations are always looking to improve the way they support and deliver IT services, but it is not always easy to determine which tools will be most beneficial. Every year, Gartner examines IT Service Management (ITSM) vendors globally based on their ability to execute and their completeness of vision. 

We feel that the report is recognized as a trusted resource for an objective perspective on the ITSM market. Also, the Gartner Magic Quadrant and the Critical Capabilities reports provide organizations the information they need to help select an ITSM tool based on their level of IT maturity. We’re proud to announce that EasyVista has been positioned in the Magic Quadrant for the eight-consecutive year! *

We believe we were recognized for our enhanced offerings and ongoing investments in innovation. Our vision of transforming service to drive best-in-class employee and customer experiences sets us apart in the ITSM industry. In 2019, we continued to innovate the employee and customer experiences by augmenting EV Self Help through newly-acquired technology after the acquisition of Knowesia in 2017.

These enhancements, including the improvement of our virtual agent capabilities, not only help organizations capture and deliver knowledge in an interactive way, but also extend the self-service experience, allowing employees and customers easy access to answers from anywhere at any time.

Our EV Self Help customers are realizing significant results, such as eliminating up to 30% of service desk calls by providing more holistic self-service experiences. 

The 2019 Gartner Magic Quadrant for IT Service Management Tools report is available for download now. The full report includes:  

  • How Gartner views the overall ITSM market landscape and trends 
  • Evaluation considerations for your level of IT maturity 
  • Vendor capabilities for addressing your ITSM needs and business goals

EasyVista is excited about our thriving growth, continued innovation, and customer adoption throughout the world. We believe that to be recognized for another consecutive year in the Magic Quadrant for ITSM Tools is further validation of our continued efforts and vision.  


Gartner, Magic Quadrant for IT Service Management Tools, Rich Doheny, Chris Matchett, Siddharth Shetty, 29 August 2019 

*As a Niche Player in Magic Quadrant for IT Service Support Management Tools, 2012 – 2016
*As a Niche Player in Magic Quadrant for IT Service Management Tools, 2017-2018

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. 

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John Prestridge

John Prestridge is an accomplished marketing and product strategist focused on customer needs. He helped drive product innovation and market development within the IT service management software industry to support the digital transformation of enterprise companies. He is a firm believer that ITSM 2.0 is the critical path for companies transitioning to the Digital Workplace. Prestridge brings broad expertise in the technologies shaping the future workplace, including service management, cloud computing, application virtualization, mobility, intelligent automation, and compliance.