Why should you read this report?           

We believe the 2021 Gartner Magic Quadrant for the ITSM tools 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 to 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." We believe investing in a right-sized solution is the key to realize value from the investment.   

The report provides answers to the following questions:

• What are the Gartner analyst views on 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 do Gartner analysts evaluate and position Freshworks, other technologies, and service providers?