The Gartner Magic Quadrant is a "must have tool" for evaluating vendors in the ITSM space.
IT organizations selecting service desk tools should use this 2013 Gartner® Magic Quadrant to help evaluate service management vendors regarding technical requirements as well as infrastructure and operations maturity improvement efforts.
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Gartner, Inc., Magic Quadrant for IT Service Support Management Tools, Jeffrey M. Brooks, Jarod Greene, August, 2013. 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. 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.