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Krista Lyons | October 13, 2020

Just Out: The New 2020 Gartner Magic Quadrant for IT Service Management Tools is Here!

The 2020 Gartner Magic Quadrant is here, and EasyVista has been named in the 2020 Gartner Magic Quadrant for IT Service Management Tools! This marks EasyVista’s ninth year positioning in the Magic Quadrant*. 

Each year, Gartner examines IT Service Management (ITSM) vendors globally based on their ability to execute and their completeness of vision. Using this information, Gartner compiles the Magic Quadrant report, which has become a trusted resource for an objective perspective on the ITSM market.

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This piece offers insight for organizations who are looking to improve the way they support and deliver IT services by determining which ITSM tools will be most beneficial. The Gartner Magic Quadrant report provides organizations the information they need to help select an ITSM tool based on their level of IT maturity.

We believe we were recognized due to our enhanced offerings and ongoing investments in innovation. Our mission to transform IT processes and service and delight customers with smart omnichannel experiences sets us apart in the ITSM industry. In 2020, we focused on providing ongoing support for telework and optimizing service desk costs.

Further, we invested in the expansion of EV Self Help and continual enhancement via our Oxygen update, and we continually seek partnerships for seamless integration with EV Service Manager.

These enhancements, including the improvement of our virtual agent capabilities and expansion of our micro-apps, help organizations capture and deliver knowledge in an interactive way. The expanded self-service experience allows employees and customers to easily access answers anywhere at any time and supports enterprise-wide cost-reduction. 

Our EV Self Help customers are realizing significant results. For example, customers have seen results including the elimination of up to 30% of service desk calls by providing more wholistic self-service experiences.

The 2020 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. 

Get your complimentary copy of the full 2020 Gartner Magic Quadrant for ITSM Tools Report today here: 

Download Report: 2020 Gartner Magic Quadrant for ITSM Tools 

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

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. The Gartner document is available upon request from Easyvista.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

2020 Gartner Magic Quadrant for IT Service Management Tools

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Krista Lyons

Krista Lyons is the Content Marketing Manager at EasyVista. She manages the EasyVista blog and social media channels. Lyons has a background in journalism and writing and has contributed to several publications prior to joining EasyVista. Lyons enjoys all things tech and has a passion for reading about artificial intelligence and robots.