Service Management Blog

2021 Gartner® Magic Quadrant for ITSM Tools

2 minute read
BMC Software

The 2021 Gartner® Magic Quadrant for IT Service Management (ITSM) Tools is now available. We believe that due to our enhanced solution capabilities and proven ability to execute, BMC was named a Leader for the eighth year in a row!

IT service support management tools are vital for infrastructure and operations organizations to manage support and delivery of IT services. This research profiles the market for enterprise ITSM tools to help I&O leaders make better selections.

In the Magic Quadrant report, Gartner provides detailed evaluations of 11 vendors. BMC Software is named as a Leader, out of the three recognized. Our position is based on the ability to execute and completeness of vision.

Here’s a snapshot of the quadrant.

Download the full report to:

  • Learn why BMC was recognized as a Leader in ITSM
  • Understand analyst strengths and cautions for all 11 participating vendors

Gartner also includes a complimentary study for more in-depth analysis and detailed use cases, and measures each solution against 13 of Critical Capabilities, 4 Use Cases. BMC Helix ITSM received the highest score among evaluated vendors for Advanced-Maturity I&O Use Case (3.72/5).

Advanced Maturity IO Use Case vendor product scores target

Gartner defines Advanced ITSM tools as having “a full range of ITSM capabilities, provide advanced workflow support, and, increasingly, ITSM and collaboration capabilities. They also provide broad ITOM functionality natively or integrate with advanced third-party ITOM solutions.”

For a more in-depth analysis and detailed use cases, check out the Gartner Critical Capabilites for ITSM 2021 report.


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

Gartner Critical Capabilities for IT Service Management Tools, Rich Doheny, Keith Andes, Chris Matchett, 31 August 2021

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 BMC.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

From 2016-2021, we were recognized as BMC

2014 and 2015, it was recognized as BMC Software

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.


Access the 2021 Gartner® Magic Quadrant for ITSM

The Gartner Magic Quadrant for ITSM is the gold-standard resource helping you understand the strengths of major ITSM software vendors, insights into platform capabilities, integration opportunities, and many other factors to determine which solution best fits your needs.


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BMC Software

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.