Today I’m thrilled to share that for the fourth year in a row, ServiceNow has been positioned as a LEADER in Gartner’s 2017 Magic Quadrant for IT Service Management (ITSM) tools.

To be named as a leader is a combination of great honor and even greater responsibility. we are certainly proud of all the work we have done for our customers, and of the recognition in such a high-profile IT decision support tool as the Gartner Magic Quadrant. As market leaders, our commitment to continuing to evolve the ITSM space is stronger than ever before.  Our work never stops. To quote the late Steve Jobs, “…if you do something and it turns out pretty good, then you should go do something else wonderful, not dwell on it for too long. Just figure out what’s next.”

What is next?  We are currently building for the future of ITSM where new technologies, such as virtual agents, artificial intelligence and machine learning, will play a big role in IT organizations.

Earlier this year we launched our Intelligent Automation Engine with a clear intent to bring machine learning to everyday work. We acquired DxContinuum as a core technology of that engine, and we supplemented it with the Qlue acquisition to enhance our customer’s experiences by applying artificial intelligence to routine service desk conversations with Qlue’s virtual agent messaging capabilities.

These investments, along with other ServiceNow Performance Analytics and automation capabilities, create models that automatically categorize, prioritize and route tasks in the service desk.  It helps find early indicators of problems to prevent issues, benchmark services and predict performance.

Combined, these innovations have helped ServiceNow customers increase IT productivity by 20% and reduce P1 incidents by 25%, delivering 195% ROI in under 9 months after implementation. [1]

With the time saved, organizations can now focus on work that really matters.

We want to thank Gartner once again for the industry recognition.  As we move toward a future led by our intelligent automation vision, we are continuing to keep our eye on the prize on fundamentally changing the way people work.  Read the full report here.

[1] The Total Economic Impact™ of ServiceNow for IT, Forrester Research, 2017