Last Friday, Gartner released the Magic Quadrant for the IT Services Desk, a research report that identifies the top players in the enterprise market for IT service desk software. iET Solutions made the Magic Quadrant for the first time this year. The report costs $1,995 from Gartner, but you will be able to access the report from the iET Solutions corporate site this week.
Gartner describes IT Service Desk as a standalone market; our experience, as they say in the document, is that many customers are looking for an integrated solution that treats IT service delivery as a full integrated lifecycle, from incident through change and release management. We have always believed that an integrated approach was important in this context and our addition to the quadrant helps to validate that.
The points Gartner makes about innovation in core service desk functionality are well taken, I think. The service desk market is crowded and in danger of commoditization, but at the same time many organizations fail to achieve the benefits from their service desk implementations because they are implemented with weak processes or as standalone functions that have no connection to the management of the infrastructure. This is why our company’s focus on IT Service Management best practices, particularly ITIL, is so important, and paradoxically why so many vendors have left the core service desk functionality alone to focus on other areas of ITIL. I think that now that there are a number of players who have built out a strong vision in the core ITIL v.2 areas (Incident, Problem, Change, Configuration, Release, Service Level, Availability), the market will split. Some players will continue to build out support for the new ITIL v.3 processes; others will retrench and seek to differentiate themselves in core functionality like incident and problem management.
It is amazing that after all this time there is still activity in something as basic as “helpdesk” software. And you know what? It’s a lot of fun, too.