Moveworks named a Challenger in 2024 Gartner® Magic Quadrant™ for Artificial Intelligence Applications in IT Service Management

About Gartner® Magic Quadrant™: AI Applications in IT Service Management

Gartner defines artificial intelligence applications in IT service management as tools that augment and extend IT service management (ITSM) workflows using AI. These applications use AI to analyze ITSM data and metadata to provide intelligent advice and actions on ITSM practices and workflows, such as IT service desk and support activities. This software can either be a stand-alone product, capabilities within an ITSM platform or an add-on to an ITSM platform. This Magic Quadrant evaluates 10 vendors and their AI-enabled products in this market.

To qualify for this report, all providers must meet the following criteria:

• The AI application for ITSM product must generate advice or actions on ITSM practices (including at least incident management, service request management, problem management and change management) using AI- and machine-learning- assisted analysis of ITSM data and metadata. The product must use ITSM case data and ITSM metadata.
• The AI application for ITSM product must include at least five of the nine standard features of this market (virtual support agent, public knowledge discovery, intelligent escalation, intelligent risk advisory, intelligent triage, intelligent categorization, intelligent swarming, major incident detection and problem detection). Each of these features must:
  • Be generally available to customers as of 1 January 2024
  • Be fully supported by the AI application for ITSM vendor, even when third-party technology is used to deliver the functionality
  • Be in active production use by at least 10 customers
• The AI application for ITSM product must have been commercially available and marketed since 1 January 2024.
• For the period 1 January 2023 through 1 April 2024, the provider must have at least 10 active paying customers that are using the product in a production environment. Each of these customers must either:
  • Spend $100,000 annually and explicitly on AI for ITSM features, or
  • Have 100 IT workers actively using agent advisory features (intelligent escalation, intelligent risk advisory, intelligent triage, intelligent categorization and/or intelligent swarming).
  • All features applicable to this inclusion criteria and evaluated in this Magic Quadrant and Critical Capabilities research must be generally available as of 1 January 2024 to all customers and fully documented. Custom development for specific customers will not qualify.

Gartner, Magic Quadrant for Artificial Intelligence Applications in IT Service Management, Chris Matchett, Rich Doheny, Chris Laske, Ankita Hundal, 9 October 2024 

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