2021 Gartner® Magic Quadrant™ for ITSM Tools

Freshworks named the only CHALLENGER

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Gartner® has once again recognized Freshworks' IT service management platform, Freshservice, in the 2021 Gartner® Magic Quadrant™ for IT Service Management Tools Report.

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 ROI1." 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?   
Gartner, Magic Quadrant for IT Service Management Tools, Rich Doheny, Keith Andes, Chris Matchett, 30 August 2021
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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.

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