Gartner Information Technology Research

Gartner Magic Quadrant for the IT Service Desk


In 2010, IT organizations are selecting IT service desk tools based on ease of implementation, pricing flexibility and breadth of integrated IT service management tool offerings. Vendors have responded by offering out-of-the-box best practices and templates, and a choice of licensing models.

Published: 04 November 2010

ID: G00206716

Analyst(s): David Coyle, Kris Brittain, Bill Malik

Table Of Contents
  • Market Overview
    • Market Definition/Description
  • Inclusion and Exclusion Criteria
    • Added
    • Dropped
  • Evaluation Criteria
    • Ability to Execute
    • Completeness of Vision
  • Leaders
  • Challengers
  • Visionaries
  • Niche Players
  • Vendor Strengths and Cautions
    • Axios Systems
    • BMC Software (Remedy)
    • CA Technologies
    • FrontRange Solutions (ITSM)
    • Hornbill
    • HP
    • IBM
    • LANDesk Software
    • Numara Software
    • VMware
  • Ability to Execute
  • Completeness of Vision

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