ManageEngine Positioned in the 2020 Gartner Magic Quadrant for IT Service Management Tools
Company Recognized as a Niche Player for its ServiceDesk Plus Solution
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ManageEngine acknowledged among eleven total vendors
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Evaluation based on completeness of vision and ability to execute
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View a complimentary copy of the October 2020 Gartner Magic Quadrant for ITSM Tools
ManageEngine, the IT management division of Zoho Corporation, today announced that it has been named a Niche Player in the Gartner Magic Quadrant 2020 for IT Service Management Tools. The recognition is based on ManageEngine’s flagship IT service management (ITSM) software, ServiceDesk Plus.
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“ITSM solutions have evolved from catering to process automation to facilitating employee experience”
“I’ve used over 10 ticketing systems in my 40 years as an IT manager. Service Desk Plus is much more than a ticket system and is by far the best I’ve ever used,” said Gene DiMarcello VP of IT Support Operations at Ameris Bank. “Our company purchased the full complement of Service Desk modules and all of them get equal usage. We have found that ServiceDesk Plus is not only essential for our day-to-day IT management, but we have 10 other non-IT departments using their own instances of ServiceDesk Plus as well.”
“ITSM solutions have evolved from catering to process automation to facilitating employee experience,” said Rajesh Ganesan, VP of product management at ManageEngine. “Increasingly, customers expect the ITSM solution to be the single touch point for all internal services for employees, across departments. We caught this trend early and through ServiceDesk Plus, empower our customers to easily build automation and workflows to deliver a great experience to their users. We believe this recognition from Gartner is a testament to the product continuing to address the growing demands of our customers.”
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ServiceDesk Plus met Gartner’s inclusion criteria and was evaluated based on its completeness of vision (market understanding, marketing strategy, sales strategy, offering/product strategy, business model, vertical/industry strategy, innovation, geographic strategy), as well as its ability to execute (product or service, overall ability, sales execution/pricing, market responsiveness/record, marketing execution, customer experience, and operations).
Commenting on the ServiceDesk Plus deployment at Ameris Bank, DiMarcello said, “Requests, Change Management, Projects, and Assets just to name a few all work together seamlessly. ServiceDesk Plus’ ease of usage has significantly increased our technicians’ daily ticket closure. We have utilized many automated functions within ServiceDesk Plus that allows us to focus on higher priority issues and our SLA success rate has gone up from 94.75% to almost 97%. Auditing, reporting, and dashboards are a breeze with the included modules and ServiceDesk Plus’ ability to provide 360-degree feedback keeps our customers up to date and in constant communication.”
Released annually, the Gartner Magic Quadrant for IT Service Management Tools profiles vendors in the enterprise ITSM tool market to help I&O leaders align them against their current and future IT roadmaps.
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