Moveworks has been named a Challenger in the inaugural 2024 Gartner® Magic Quadrant™ for Artificial Intelligence Applications in IT Service Management. Moveworks is recognized for its Ability to Execute and Completeness of Vision.
Moveworks is the universal AI Copilot for search and automation across all your applications. We provide employees with a single access point for information, support, and everything else they need to get work done. We were proud to be included in the Magic Quadrant for our Completeness of Vision and Ability to Execute. In this overview, we’ll cover topics such as:
- Understanding the Magic Quadrant report
- Becoming a Challenger
- How we believe Moveworks AI enables streamlined IT Service Management
- AI for self-service
- Knowledge discovery
- Enterprise search
- Virtual Support Agent capabilities via the Moveworks Copilot
- Why Moveworks is an ITSM market pioneer
Now let’s explore the significance of this report, what it means to be a Challenger, and why we think these findings matter for our customers and ITSM leaders.
Understanding the Magic Quadrant report
Magic Quadrant reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries and Niche Players. This research enables you to get the most from market analysis in alignment with your unique business and technology needs.
“By 2027, 50% of AI projects at IT service desks will be abandoned due to unforeseen costs, risks or an inability to achieve the projected return on investment.”
— Magic Quadrant™ for Artificial Intelligence Applications in IT Service Management, 2024
Becoming a Challenger
Gartner explains that “Challengers have executed well, growing market revenue and driving sufficient customer awareness to participate with competitive providers. In general, however, Challengers are not seen as driving market innovation as strongly as Leaders or Visionaries. This is typically a result of the provider prioritizing in their roadmaps adjacent markets, such as conversational AI solutions or ITSM platforms.”
Moveworks AI enables streamlined IT Service Management
As the AI Copilot for enterprise-wide productivity, we believe that Moveworks was recognized as a Challenger due to our ability to work across existing enterprise apps, combine search with action, and bring conversational automation to all areas of the business via the Moveworks Reasoning Engine, powered by agentic infrastructure. Let's explore what these findings mean for ITSM leaders and our customers.
AI for self-service
Employees shouldn’t feel stuck waiting for support. Moveworks helps them to help themselves. Our AI self-service platform helps solve most employee issues instantly — letting them spend less time on troubleshooting and more time on work that matters.
It should be simple for employees to do their best work and get help the moment they need it. The Moveworks platform enables you to integrate all your systems and easily access information via a conversational interface. Then, employees can simply chat with our AI-powered Copilot to easily resolve many issues automatically — from password resets to policy questions — as our Copilot is able to:
- Consolidate issues from chat, email, and web portals
- Easily surface and generate knowledge base articles
- Help to autonomously solve issues across every department (IT, HR, Finance, Facilities)
Moveworks integrates into Slack and Microsoft Teams to meet employees where they already work and bring together your self-service resources such as forms, knowledge articles, and FAQs into a single place. Not only does self-service keep your team moving, but it also:
- Helps improve employee experience by creating a single point of contact for self-service support (Achieve)
- Buys back time for the IT team by automating IT issue resolution (Medallia)
“Moveworks is the first solution that actually improves IT service delivery. The Moveworks Copilot facilitates self-service capabilities that didn’t exist before, giving employees the best support experience.”
— Milind Wagle, CIO, Equinix
Knowledge discovery
Better access to company knowledge can often mean better employee productivity. In fact, one report claimed that Fortune 500 companies lose $31.5 billion annually due to ineffective knowledge sharing. Employees need quick access to accurate information to solve problems, troubleshoot issues, and make informed decisions.
Knowledge bases act as centralized repositories of information that can serve as a single source of truth for organizations. However, traditional knowledge bases may quickly become outdated, incomplete, and often fall short of their potential due to the manual processes of traditional knowledge management, leading to knowledge deficits that hinder productivity across every corner of the business.
Knowledge Studio by Moveworks exemplifies how AI is able to transform knowledge management. Our platform harnesses generative AI to create more accurate, verifiable knowledge articles directly from your organization's data sources like service tickets. By automating knowledge creation and curation, Knowledge Studio has the potential to accelerate workflows by helping you keep your knowledge assets comprehensive and up-to-date.
Take it from Moveworks customer Hearst, the global media conglomerate, who surfaces over 4,000 knowledge articles to its employees each month using Moveworks Copilot’s deep integrations across enterprise software. With Copilot, Hearst employees surface personalized and actionable resources in a matter of seconds.
“The ROI of Moveworks is clear. We’ve saved hours and hours of time, decreased resolution times, improved productivity, and received considerable positive feedback from employees. With Moveworks, we have a solution that removes bottlenecks.”
— Andrew Leach, Continuous Service Improvement Manager, Hearst
Enterprise search
Enterprise search is an AI-powered software solution that helps employees quickly find the information they need to be productive and drive better business outcomes. Instead of sifting through individual databases or knowledge bases, an enterprise search tool is able to crawl across all your information silos — documents, emails, code repositories, project management tools — and deliver relevant results via a unified interface.
Because of consumer tools like Google, you might think that search is easy. But when it comes to searching within an enterprise, finding and surfacing the right information gets extremely complicated. Organizations are challenged to manage an enormous and exponentially-growing amount of information, ranging from structured data neatly organized in databases to unstructured content scattered across emails, documents, and multimedia files.
Moveworks' Enterprise Search capacities allows employees to swiftly and securely access information and take action without having to navigate multiple systems, enabling your entire organization to receive more consistent and up-to-date information. The Moveworks Copilot is able to search across different file types from PDFs to documents to Google Slides, and adheres to the right permissions to help to enable access for authorized users only.
Moveworks goes beyond just AI search, offering a single place for employees to find information, surface documents, get answers, and then get things done – across all enterprise applications and file types.
That’s why the world’s most recognizable brands like Databricks, Broadcom, Hearst, and Palo Alto Networks trust Moveworks Copilot to provide AI-powered enterprise search, recommend automated actions for potential resolutions, and enable numerous use cases across different applications.
“You don’t want your users going all over the place to search for information. The advantage of our Moveworks Copilot is that there’s one familiar go-to place for employees to get their answers.”
— Stanley Toh, Head of End-User Services & Experience, Broadcom
Virtual Support Agent capabilities via the Moveworks Copilot
Addressing the deluge of service issues while supporting an expanding global workforce is a huge challenge, especially as service desks are being asked to do more with less. That’s why support teams are increasingly turning to virtual agents to get their people the help they need — anytime and anywhere.
These solutions are able to help automatically resolve certain support issues and save resources by freeing IT and support teams from the burden of repetitive support requests, enabling them to instead focus on more strategic and higher-level initiatives.
With virtual support agents, you are able to empower users to find answers and resolve issues independently — and more efficiently. Virtual IT support agents use AI-powered tools to enable users to independently solve certain technical problems and find answers to questions without typically needing a human agent. These support functionalities may include tasks like password resets, software installations, access to FAQs and knowledge bases, and automated ticket submissions for issues that require escalation.
Without the ability to empower users to access virtual agents for self-service, support teams may potentially face increased costs, higher error rates, and a decline in user satisfaction. Conversely, the upsides of transitioning employees to virtual support agents could take many forms, like Moveworks customer Luminis Health, whose self-service initiative resulted in a 25% reduction in call volume just weeks after launching Moveworks.
Luminis is just one of many powerful examples of how using virtual support capacities can help to eliminate routine tasks and streamline processes, helping to empower support departments, elevate user experiences, and unlock productivity gains.
Moveworks decreasing call volume by 25% directly reduces our IT service costs and gives my team more time to focus on big, transformational projects, like updating critical IT infrastructure.” — Andre Green, IT Director, Luminis Health
Moveworks: ITSM pioneer with a strong future vision
Moveworks was founded in 2016 with the mission of improving the employee experience through advanced AI. Our goal is to make getting help effortless by giving every employee a single place to find information and automate tasks — all while enabling support teams to save time and focus on high-impact work. We’ve been addressing needs for AI in ITSM since 2017 and our work helping to transform IT teams at Achieve, Jamf, and Power Design speaks for itself.
By bridging the gap between various enterprise systems and offering contextually relevant assistance to users, Moveworks’ agentic AI copilot is fueled by constantly improving generative models, AI-powered analytics to measure performance, and developer tools to customize use cases, serving as a powerful ally in the modern, fast-paced business environment.
For organizations aiming to streamline their IT support and boost employee productivity, Moveworks stands out for its innovation and reliability. We're committed to pushing the boundaries of what's possible in AI applications for IT service management, making it faster and easier to build AI integrations, and continually innovating to meet the evolving support needs of the modern workplace.
Gartner, Magic Quadrant for Artificial Intelligence Applications in IT Service Management, Chris Matchett, Rich Doheny, Chris Laske, Ankita Hundal, 9 October 2024
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Moveworks.
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