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The Card and Payments Market is a dynamic sector undergoing a profound transformation, largely driven by digitalization and evolving consumer preferences. The rapid shift from traditional cash and

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SPARK Matrix™: IT Service Management Tools, Q4 2022

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ITSM assists I&O leaders in implementing, managing, and delivering excellent IT services which include enterprise applications deployment and support and architecting and optimizing IT infrastructure such as storage, networking, and cloud resources. It enables employees in an organization to communicate with IT teams without needing to understand technology, and they still receive what they need, and the issue is fixed. ITSM can be deployed on both distributed and centralized systems with various integrated IT services to meet business needs while mainframe environments are only deployed on the centralized system as stand-alone practices. Organizations that implement an efficient IT service management approach can benefit from a wide range of ways to enhance service delivery.

Quadrant Knowledge Solutions’ IT Service Management Tools market research includes a detailed global market analysis of major vendors. The research comprises of vendors’ product features and functionalities, as well as competitive differentiating factors. The research provides competitive landscape and vendor analysis to enable technology vendors to enhance their understanding of the market and implement a growth-oriented technical roadmap.

The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix includes ranking and positioning of the leading IT Service Management Tools vendors with a global impact, including – Atlassian, BMC, Broadcom, EasyVista, Freshworks, IBM, IFS, Ivanti, ManageEngine, Marval, Micro Focus, Run2biz, ServiceNow, SolarWinds, SymphonyAI Summit, SysAid, and USU.

According to Karun E S, Analyst at Quadrant Knowledge Solutions, “The IT Service Management Tools vendors continue to strengthen their capabilities and leverage emerging technology trends like Enterprise service management (ESM) to provide unified enterprise service across various enterprise business functions like HR, finance, legal, etc beyond IT through specialized service desk for every team across the organization. It focuses on AI/ML support to automate complex operational tasks and automate the service desk enabling IT teams to manage change, perform various transactional tasks, predict issues, eliminate noise, and manage service holistically. Thus, the demand for IT Service Management Tools is rapidly increasing in the organization for improving the efficiency and quality of IT Services for the organization by enhancing the IT help desk applications, data discovery tools, IT asset management, resource tracking, and credentials management solutions”.

Q4 2022 IT Service Management Tools SPARK Matrix
Source: Quadrant Knowledge Solutions

Table of Contents

Executive Overview

Market Definition and Overview

  • Market Definition
  • Market Overview
  • Key IT Service Management Tools capabilities

Competition Landscape and Analysis 

  • Key Competitive Differentiators

SPARK Matrix™: IT Service Management Tools, Q4 2022

Vendor Profile

Research Methodologies

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