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It’s published information. Gartner® quietly announced it within their 2023 ITSM Hype Cycle publication, which was released in July of 2023. Excerpt here:
“The ITSM platforms Magic Quadrant and Critical Capabilities research has been retired for 2023, and an ITSM platforms Market Guide will instead be published by the end of 2023.”
- Gartner®, July 2023 (source)
Here’s what they’ve said so far:
“ITSM platforms and cloud management platforms have reached the end of the ITSM Hype Cycle, suggesting the markets for them have fully matured.”
- Gartner®, July 2023 (source)
In layman’s terms: We know who’s good at ITSM— Gartner® has been naming the same vendors for years (👀 EasyVista has been featured every year for the past 11 years).
But here’s the real context: Gartner® has some sophisticated publishing rules that they use to protect the brand around the coveted Magic Quadrant™, and they also want to see enough market movement to justify the expense it takes to deliver a Magic Quadrant™ – it’s a heck of a research project, after all.
For Gartner® to invest in a Magic Quadrant™, the market has to fit in a sweet spot: not too new (so it has worthwhile readership volume), but not too mature (so there’s regular market movement that needs annual reassessment).
ITSM is definitely evolving and changing year-over-year! But the market competitors in the market? It’s (roughly speaking) the same – Atlassian, EasyVista, Freshworks, Ivanti, ServiceNow...
ITSM has matured. We’ve all been recognized as top global players in the ITSM market for years, and Gartner® knows that’s not going to change. Because of that, they decided they don’t need to invest in reassessing it every year. Makes sense.
Gartner® will still be covering the ITSM market! They are just replacing the Magic Quadrant™ with another format of market publication that’s less costly to produce, the Gartner® “Market Guide.”
Since the whole reason for retiring the Magic Quadrant™ (check out how we compared last year, in 2022) is the vendors have been sticking around, you can make a pretty good guess what names you might see in a new Magic Quadrant™ for the ITSM market (expected to be published in Q4 2023). Even without the Magic Quadrant™, Gartner® will continue to keep up with who is doing what, how we’re differentiating, and what you need to know as a buyer. If there’s one thing I can assure you of as a previous Analyst, Gartner® cares about giving you high-quality information for you to make the best choice possible about the ITSM tools and services you choose to invest in.
If you have any additional questions, Gartner® has a great analyst team that is available for inquiry to support your purchase decisions.