In 2020, ManageEngine’s flagship IT Service Management ( ITSM ) solution ServiceDesk Plus, once again entered the Gartner Magic Quadrant for IT Service Management Tools.
The Gartner Magic Quadrant provides insights for organizations to choose and purchase ITSM tools that meet their business needs. Its reports are an important reference standard for organizations. The research selects suppliers based on strict selection criteria. These selection criteria include: corporate vision, capabilities, scale of operations, number of major customers, and so on. All suppliers are recognized by Gartner based on: the integrity of the vision and the ability to execute, the ability to understand transformative technologies and continue to meet the future needs of users.
This time Gartner's recognition of ServiceDesk Plus affirms our achievements in strengthening key areas and enhancing other areas in ServiceDesk Plus.
ServiceDesk Plus can occupy a place in this year's Gartner report mainly because of these improvements and features:
Enterprise Service Management (ESM)
ServiceDesk Plus’s Enterprise Service Management (ESM) features are comprehensive and affordable, making ESM affordable for organizations of all sizes (even small businesses). By quickly launching ESM, an organization can quickly establish a fully functional service desk instance that extends beyond traditional IT. Each instance has a proprietary template, automation and other configurations, and users can use the same account to access different instances. 
Create and deploy a unique service desk
Chart visualization workflow
The workflow displayed in the form of a diagram makes it easier to configure and process settings for specific IT and business needs. The graphical drag-and-drop canvas in ServiceDesk Plus is very intuitive and can help organizations better build and visualize their workflow. 
Build complex workflows in an intuitive drag-and-drop canvas
Zia
Zoho's business AI assistant, Zia, can help organizations bridge the gap between users and IT service desks . As the first contact of the service desk, Zia shortened the response time of the service desk team and helped improve user satisfaction. 
Invoke service desk actions, such as recording requests or adding comments
Release management
The release management module of ServiceDesk Plus can help organizations build, test and deliver IT releases with minimal risk and greater transparency. Release through change records to better track releases and use predefined release workflows to control software versions. 
Ensure safe and successful IT release
In addition to the above functions, ServiceDesk Plus will have more interesting functions in the future. When these functions are ready, we will be happy to share with you.
Check out the Gartner Magic Quadrant report to learn more about the ITSM landscape and the major suppliers operating in it.
If you are not familiar with ServiceDesk Plus, you can go to the ServiceDesk Plus page to learn more, or try it for free to learn for yourself how to simplify the IT service management process.