As President and cofounder, I’ve seen firsthand how quickly the ground is shifting under IT leaders.
The mandate is clear: move faster, deliver smarter, more seamless support experiences while navigating increasingly complex environments – and do it all with fewer resources. Speaking with customers, I hear that AI-powered automation and employee productivity are at the top of their list.
We are proud to have been recognized as a Challenger in the Gartner® Magic Quadrant™ for Artificial Intelligence Applications in IT Service Management (ITSM) – two times in a row. Most importantly, we feel this reflects the trust and partnership of our customers, whose feedback and collaboration continue to shape our journey.
This recognition, for us, underscores our commitment to transforming the IT service experience with AI-powered automation, conversational intelligence, and enterprise-grade scalability.
We believe that as the AI Assistant platform for enterprise-wide productivity, Moveworks was recognized as a Challenger thanks to our ability to connect different business systems, combine search with action, and bring conversational automation to ITSM and other areas such as HR, finance, and more, enabled by the pioneering Moveworks Reasoning Engine.
What we feel sets us apart as a Challenger
In our opinion, this outcome highlights our steady innovation and proven customer outcomes.
1. Steady innovation across our AI portfolio
Recently we introduced major advancements, including:
- Moveworks AI Assistant: Core enhancements to the AI Assistant that include:
- GPT upgrades to the reasoning engine
- Productivity features such as Brief Me and Quick GPT
- Enterprise Search: Built a more powerful search solution that helps employees find the answers they’re looking for, across all your business systems. It aggregates and synthesizes information across knowledge bases, articles, documents, and more.
- Agent Studio: Low-code developer platform that enables the creation and deployment of intelligent AI agents, providing extensibility for developers to build, configure, and automate complex, multi-step business processes.
- AI Agent Marketplace: 100+ pre-built AI agents for IT, HR, finance, and more, the marketplace is constantly expanding and features agents that can be installed in minutes. We have deep integrations for common enterprise applications like ServiceNow, SAP, Workday, and Salesforce, allowing companies to quickly deploy powerful automation.
2. Delivering real outcomes for customers
We've seen Moveworks customers gain proven reductions in ticket volume, faster time-to-resolution, and measurable productivity gains across the enterprise.
- A leading semiconductor company uses Moveworks to achieve an 88% autonomous resolution rate.
- A major data intelligence platform uses Moveworks to deflect 50% of support tickets, automate routine workflows, and deliver nearly $1.5M in annual hiring savings.
Advancing AI in ITSM: A brighter future with ServiceNow
In this year’s report, ServiceNow was recognized as the only Leader and Moveworks as the sole Challenger. We feel this reflects the momentum of both organizations: ServiceNow’s market-leading vision for back-office workflow automation with agentic AI and Moveworks proven front-end assistant and strength in execution.
With ServiceNow’s recently announced intent to acquire Moveworks, we believe our potential combined capabilities are able to define the future of AI in ITSM by providing:
- End-to-end AI experiences: ServiceNow’s robust platform and Moveworks agentic AI Assistant create a seamless experience from request to resolution.
- Faster time-to-value: Moveworks out-of-the-box AI agents, combined with ServiceNow’s depth of workflow integrations, ensures rapid deployment and adoption.
- Scalable innovation: As enterprises scale, the combined platform could automate complex processes and continuously improve outcomes with AI agents tailored to business goals.
Looking ahead to the next wave of innovation
For the past nine years, we have led with innovation and delivered measurable business impact for global customers. We think that this recognition from Gartner reinforces the value and momentum behind that success.
Our goal is to make getting help effortless by giving every employee a single place to find information, automate tasks, and be more productive — all while enabling support teams to save time and focus on high-impact work.
Moveworks also empowers developers to quickly build and deploy use cases with Agent Studio and AI Agent Marketplace, making the platform extensible while serving as a powerful ally to employees in the modern, fast-paced business environment.
With the planned acquisition by ServiceNow, we aim to extend leading agentic AI to every employee for every corner of the business. We are excited about this shared future and the continued impact Moveworks will make in empowering enterprises with one agentic AI platform for your entire workforce.
Gartner, Magic Quadrant for AI Applications in IT Service Management, By Chris Matchett, Rich Doheny, Ankita Hundal, 2 September 2025
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 & Advisory 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.
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