Gartner again recognized Freshworks' IT service management platform, Freshservice in the 2020 Gartner Magic Quadrant for IT Service Management Tools report. This year, we move further up and across the axis of "ability to execute" & "completeness of vision" in the Niche Quadrant. 

Why should you read this report?           

The 2020 Gartner Magic Quadrant for the ITSM tool report examines and evaluates the global market for IT Service Management tools. The report covers a market overview of the ITSM industry, vendor strengths and cautions, and other vital factors that will help you make the right choice. 

According to Gartner, "by 2022, 90% of organizations will invest in an ITSM tool without first factoring in their maturity, and as a result, fail to obtain the ROI.1 " We believe investing in a right-sized solution is the key to realize value from the tool investment. 

The Gartner report provides answers to the following questions:
  • How Gartner views the current ITSM ecosystem?

  • How equipped are current vendors in addressing the evolving needs of today's ITSM?

  • What are the critical considerations for businesses looking to implement ITSM technologies?

  • How Gartner analysts evaluate and position Freshworks, other technologies, and service providers?    

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

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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 Freshworks Inc.