Magic Quadrant for Artificial Intelligence Applications in IT Service Management
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were added in this report.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were dropped in this report.
This is a new Magic Quadrant, which replaces Market Guide for Artificial Intelligence Applications in IT Service Management. The AI applications for ITSM market is evolving rapidly alongside developments in generative AI and large language models (LLMs). I&O leaders seek the benefits of AI to maximize the value of their ITSM, but are not replacing ITSM platforms to obtain AI capabilities. Instead, they choose between incumbent platform capabilities and third-party, specialist AI solutions.
A: To qualify for inclusion, providers must meet all of the following criteria: The AI application for ITSM product must generate advice or actions on ITSM practices using AI- and machine-learning-assisted analysis of ITSM data and metadata. The product must include at least five of the nine standard features. Features must be generally available as of 1 January 2024, be fully supported, and be in active production use by at least 10 customers. The product must have been commercially available and marketed since 1 January 2024. For the period 1 January 2023 through 1 April 2024, the provider must have at least 10 active paying customers that are using the product in a production environment, with each customer spending $100,000 annually on AI for ITSM features or having 100 IT workers actively using agent advisory features.