Magic Quadrant for Artificial Intelligence Applications in IT Service Management
Gartner defines artificial intelligence applications in IT service management as tools that augment and extend IT service management (ITSM) workflows using AI. These analyze ITSM data and metadata (primarily found in ITSM platforms) to provide intelligent advice and actions on ITSM practices and workflows, such as IT service desk and support activities. This software can either be a stand-alone product, capabilities within an ITSM platform or an add-on to an ITSM platform.
Vendors must, among other requirements:
A: This research covers the AI applications in IT service management market, evaluating 10 vendors and their AI-enabled products. It examines tools that use AI to augment and extend ITSM workflows, analyzing ITSM data and metadata to provide intelligent advice and actions on ITSM practices such as IT service desk and support activities. The research includes vendor positioning in Leaders, Challengers, Visionaries, and Niche Players quadrants, along with detailed strengths and cautions for each vendor. It also covers market definitions, must-have and standard capabilities, evaluation criteria for both Ability to Execute and Completeness of Vision, and provides context on market trends including the rise of generative AI and LLMs in ITSM applications.
A: This research should be used by Infrastructure and Operations (I&O) leaders who are seeking to optimize IT support and service management processes through AI capabilities. It is particularly valuable for organizations looking to reduce support costs, improve employee engagement and productivity, enhance incident and problem management, and improve the employee-facing user experience. The research helps buyers evaluate vendors against specific outcome-driven requirements, understand the market landscape, and make informed decisions about selecting AI applications for ITSM based on their organization's needs, whether for end-user self-service, ITSM practitioner support, or ITSM practice lead insights. Buyers should review this Magic Quadrant alongside the accompanying Critical Capabilities research to align functionality requirements with the right vendor.
A: At a minimum, an AI application for ITSM must generate advice or actions on ITSM practices (including at least incident management, service request management, problem management and change management) using AI- and machine-learning-assisted analysis of ITSM data and metadata. The product must use ITSM case data and ITSM metadata. Additionally, the product must include at least five of the nine standard features of this market (virtual support agent, public knowledge discovery, intelligent escalation, intelligent risk advisory, intelligent triage, intelligent categorization, intelligent swarming, major incident detection and problem detection).
A:
A: Ability to Execute focuses on the vendor's current performance and operational capabilities, including product quality, viability, sales effectiveness, market responsiveness, marketing execution, customer experience, and operations. It evaluates how well vendors are currently delivering value to customers. Completeness of Vision assesses the vendor's strategic direction and future potential, including market understanding, marketing strategy, sales strategy, product strategy, business model, vertical/industry strategy, innovation capabilities, and geographic strategy. It evaluates the vendor's ability to anticipate and shape future market needs and their strategic positioning for long-term success.