ManageEngine has been named a Niche Player in the 2021 Gartner® Magic Quadrant™ for IT Service Management Tools. This is the second consecutive year that ManageEngine has been positioned in the Magic Quadrant.

The Magic Quadrant for ITSM Tools comes as a handy resource for IT leaders in I&O organizations looking to identify a solution that best fits their current and future ITSM needs. Every year, Gartner evaluates key ITSM vendors that fulfill strict inclusion criteria that include vision, capability, size of operations, and number of large customers. The rigorous evaluation, based on the vendor’s completeness of vision and ability to execute, offers an understanding of the vendor’s tool’s capabilities and unique approaches to service management.

The 2021 report also provides crucial insights into:

  • The emerging trends within the ITSM industry.

  • The strengths and cautions for all 11 ITSM vendors.

  • The ServiceDesk Plus ITSM platform.

We believe this recognition from Gartner reflects the ServiceDesk Plus platform’s ability to help our more than 100,000 customers around the globe meet their unique service management challenges.

We also think that the following capabilities earned us a place in this year’s Magic Quadrant for IT Service Management Tools.

The full-stack service management platform


ServiceDesk Plus acts as a one-stop shop for organizations looking to streamline their business workflows across departments such as HR, facilities, payroll, and event management.

With rapid-start Enterprise Service Management, service managers can quickly spin up new service desks complete with the necessary autonomy, role-based access, unique ticket templates, and automations. ServiceDesk Plus helps enterprise service desks design and deliver a better employee experience across departments.

The all-new UI of ServiceDesk Plus Cloud


The cloud version of ServiceDesk Plus now sports a fresh look with a minimalist design that puts the end user at the center of things. Taking into consideration both aesthetics and ease of use, the new UI comprises enhancements that include a unified search bar, new drop-down menus, and personalization capabilities.

With the new Kanban view, IT technicians can get a quick visual summary of pending tickets. By grouping tickets under different parameters, you can swiftly move tickets between statuses, reassign technicians, or change the ticket priority.

Central orchestration of ITOps with ServiceDesk Plus


ServiceDesk Plus integrates natively with the ManageEngine suite of IT management applications, helping organizations monitor and manage their IT operations in real time.

IT teams can establish ServiceDesk Plus as their enterprise IT command center to seamlessly orchestrate unified endpoint management, AD user management, network and application monitoring, etc.

Optimized service delivery across the enterprise


Service management practitioners can design, build, and deploy scalable digital workflows in ServiceDesk Plus with ease. With the graphical workflow builder, you can drag and drop nodes to build workflows the way you want and infuse automations into them.

From efficient ticket routing and SLA management to custom notifications and user surveys, every stage of the ticket life cycle can be automated to relieve pressure off your frontline service desk staff.

Apart from the capabilities listed above, we are also working on new, exciting features that will help IT and service management practitioners future-proof their operations. Take a look at the features we are currently working on in our road map.

Get your complimentary copy of the 2021 Gartner Magic Quadrant for ITSM Tools today.

Read the report now.


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

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Marketing Analyst | ServiceDesk Plus