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ManageEngine Positioned in the 2020 Gartner Magic Quadrant for IT Service Management Tools
[October 14, 2020]

ManageEngine Positioned in the 2020 Gartner Magic Quadrant for IT Service Management Tools


ManageEngine, the IT management division of Zoho (News - Alert) Corporation, today announced that it has been named a Niche Player in the Gartner Magic Quadrant 2020 for IT Service Management Tools. The recognition is based on ManageEngine's flagship IT service management (ITSM) software, ServiceDesk Plus. The Gartner (News - Alert) report may be viewed online at https://zurl.co/K82N.

"I've used over 10 ticketing systems in my 40 years as an IT manager. Service Desk Plus is much more than a ticket system and is by far the best I've ever used," said Gene DiMarcello VP of IT Support Operations at Ameris Bank. "Our company purchased the full complement of Service Desk modules and all of them get equal usage. We have found that ServiceDesk Plus is not only essential for our day-to-day IT management, but we have 10 other non-IT departments using their own instances of ServiceDesk Plus as well."

"ITSM solutions have evolved from catering to process automation to facilitating employee experience," said Rajesh Ganesan, VP of product management at ManageEngine. "Increasingly, customers expect the ITSM solution to be the single touch point for all internal services for employees, across departments. We caught this trend early and through ServiceDesk Plus, empower our customers to easily build automation and workflows to deliver a great experience to their users. We believe this recognition from Gartner is a testament to the product continuing to address the growing demands of our customers."

ServiceDesk Plus met Gartner's inclusion criteria and was evaluated based on its completeness of vision (market understanding, marketing strategy, sales strategy, offering/product strategy, business model, vertical/industry strategy, innovation, geographic strategy), as well as its ability to execute (product or service, overall ability, sales execution/pricing, market responsiveness/record, marketing execution, customer experience, and operations).

Commenting on the ServiceDesk Plus deployment at Ameris Bank, DiMarcello said, "Requests, Change Management, Projects, and Assets just to name a few all work together seamlssly. ServiceDesk Plus' ease of usage has significantly increased our technicians' daily ticket closure. We have utilized many automated functions within ServiceDesk Plus that allows us to focus on higher priority issues and our SLA success rate has gone up from 94.75% to almost 97%. Auditing, reporting, and dashboards are a breeze with the included modules and ServiceDesk Plus' ability to provide 360-degree feedback keeps our customers up to date and in constant communication."



Released annually, the Gartner Magic Quadrant for IT Service Management Tools profiles vendors in the enterprise ITSM tool market to help I&O leaders align them against their current and future IT roadmaps.

Gartner Disclaimer


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.

About ServiceDesk Plus

ManageEngine ServiceDesk Plus is ITIL-ready help desk software with integrated asset and project management capabilities. With advanced ITSM functionality and easy-to-use capabilities, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 37 different languages. More than 100,000 organizations across 185 countries trust ServiceDesk Plus to optimize IT service desk performance and achieve high end-user satisfaction. To learn more about ServiceDesk Plus and its features, please visit www.manageengine.com/service-desk.

About ManageEngine

ManageEngine is the enterprise IT management division of Zoho Corporation. Established and emerging enterprises - including 9 of every 10 Fortune 100 organizations - rely on ManageEngine's real-time IT management tools to ensure optimal performance of their IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine has offices worldwide, including the United States, the Netherlands, India, UAE, Mexico, Singapore, Japan, China and Australia, as well as 200+ global partners to help organizations tightly align their business and IT. For more information, please visit manageengine.com; follow the company blog at blogs.manageengine.com and on LinkedIn (News - Alert) at www.linkedin.com/company/manageengine, Facebook (News - Alert) at www.facebook.com/manageengine and Twitter (News - Alert) @ManageEngine.


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