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Gartner Announces Gartner Peer Insights Customers' Choice Recognition for IT Service Management Tools
[February 14, 2018]

Gartner Announces Gartner Peer Insights Customers' Choice Recognition for IT Service Management Tools


Gartner (News - Alert), Inc. announced today the 2018 Gartner Peer Insights Customers' Choice for IT Service Management (ITSM) Tools. The Peer Insights Customers' Choice is a recognition of vendors in this market by verified end-user professionals, taking into account both the number of end-user reviews and the overall user ratings.

IT Service Management (ITSM) Tools enable IT operations organizations, specifically infrastructure and operations (I&O) managers, to better support the production environment. ITSM tools facilitate the tasks and workflows associated with the management and delivery of quality IT services.

"Gartner Peer Insights Customers' Choice is designed to help IT professionals make better purchase decisions by leveraging the knowledge and feedback by fellow verified end users," said Ken Davis, executive vice president of Products and Services at Gartner. "We work hard to ensure that all of the reviews are submitted by an IT professional or business user who has had experience purchasing, implementing and/or using the enterprise solution they are reviewing - free from conflicts of interest."

The list of companies selected for the 2018 Gartner Peer Insights Customers' Choice for ITSM Tools is included in Table 1. More information on the 2018 Customers' Choice is available at https://www.gartner.com/reviews/customers-choice/itssm-tools.



Table 1

2018 Gartner Peer Insights Customers' Choice for IT Service Management Tools

 
Vendor
Atlassian
Freshworks
ManageEngine (News - Alert)
Samanage
SolarWinds
Spiceworks (News - Alert)
Zendesk


Note: Companies are listed in alphabetical order.

Source (News - Alert): Gartner (February 2018)

 

About Gartner Peer Insights Customers' Choice

Recognition will be given to a maximum of seven vendors in a market according to these criteria:

  • During the submission period - defined as 12 months prior to the eligibility cutoff date - a vendor must have:
    • 50 or more published reviews
    • An average overall rating of 4.200 stars or greater
  • In markets where more than seven vendors meet the above criteria, the seven vendors with the highest number of published reviews within the submission period will be recognized.
  • The vendor must have at least one product designated by Gartner research analysts as relevant to the market. Vendors with excessive concentrations from a specific geographic region, industry or nonenterprise users are not considered.

Reviews published must first pass Gartner Peer Insights' validation, conflict of interest and moderation process - please see the Peer Insights Review FAQ here.

The recognition of a Gartner Peer Insights Customers' Choice is not an endorsement by Gartner of any vendor, product or service. For more information on the Gartner Peer Insights Customers' Choice, please visit https://gartner.com/reviews-pages/peer-insights-customers-choice-methodology/.

About Gartner Peer Insights

Gartner Peer Insights transforms the way enterprise software is bought and sold by creating another source of trusted information in the software buying process. Gartner's review platform is a place for all IT buyers to find advice they can trust from fellow IT professionals. Gartner Peer Insights includes more than 64,000 verified reviews in more than 190 markets. For more information, please visit www.gartner.com/reviews/home.

About Gartner

Gartner, Inc. (NYSE:IT), is the world's leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organizations of tomorrow.

Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We're trusted as an objective resource and critical partner by more than 12,000 organizations in more than 100 countries - across all major functions, in every industry and enterprise size.

To learn more about how we help decision makers fuel the future of business, visit www.gartner.com.


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