Gartner Information Technology Research

Gartner Magic Quadrant for the IT Service Desk


IT service desk tools and best practices continue to be an area of high interest for IT organizations, but vendors are having difficulty delivering innovation or product differentiation in this increasingly competitive market.

Published: 04 November 2008

ID: G00160687

Analyst(s): David Coyle , Kris Brittain

Table Of Contents
  • Market Overview
    • Current Customer and Vendor Trends in the IT Service Desk Market
    • Little Innovation in Core Service Desk Features and Functionality
    • Is There Really an Area of Marked Differentiation or Innovation?
    • Areas of Improvement
    • 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
    • Avocent LANDesk (Touchpaper)
    • Axios Systems
    • BMC Software (Remedy)
    • CA
    • EMC (Infra)
    • FrontRange Solutions (ITSM)
    • HP
    • iET Solutions
    • IBM
  • Ability to Execute
  • Completeness of Vision

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.