Gartner’s Magic Quadrant: 2020 ESM Vendor Analysis


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Gartner is the leading research and advisory company providing senior leaders across the enterprise with the business insight and guidance they need to achieve their crucial business objectives. Executives utilize Gartner’s expertise and analysis of technology suppliers to make the best strategic decision for their business goals. Each year, Gartner conducts research on IT Service Management (ITSM) vendors to provide a visual guide and outline for IT leaders as they decide which supplier aligns best with their technology objectives. This ITSM evaluation is called the Gartner Magic Quadrant.

Gartner’s Magic Quadrant analysis provides organizations a visual representation of four types of technology providers. These providers include Leaders, Visionaries, Niche Players, and Challengers. Gartner’s analysis gives an in-depth overview of ITSM providers that includes an evaluation of the vendor’s strengths and cautions. The evaluation criteria Gartner uses in their assessment of vendors include “Ability to Execute” and“ Completeness of Vision”.

Gartner includes Micro Focus as a Niche Player in its 2020’sMagic Quadrant. The results of the findings state that Micro Focus “has a broad portfolio of software including IT operations management and development products for customers looking to extend their ITSM investments”.

Micro Focus’ codeless configuration is found to benefit buyers by reducing implementation time and constant resource requirements from administrators.

Gartner’s evaluation on Service Management Automation X (SMAX) also makes note of Micro Focus’ ability to work with organizations with intermediate-to-advanced I&O maturity, added SaaS offering to customers, natural language understanding to its virtual agents, and the ability to extend SMAX with custom apps.

See the Gartner Magic Quadrant here

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