Ivanti's Analysis of the Gartner MQ for ITSM Tools
August 30, 2018
Melanie Karunaratne | Senior Manager, Product Marketing | Ivanti
Kevin J. Smith | Senior Vice President | Ivanti
Alan Taylor | Principle Product Manager | Ivanti
What should you look for in an IT Service Management vendor? What does Gartner say about the ITSM market? It's all in the new 2018 Gartner's Magic Quadrant for ITSM Tools report. Join our panel of ITSM experts as they dive deeper into Gartner's analysis, and also share their observations on ongoing trends and predictions for future developments in service management. All registrants will receive a download of the report, compliments of Ivanti.
Dave: All right. Well, I'd like to, again, welcome everybody who's joining our webinar today. It's titled Ivanti's Analysis of the Gartner Magic Quadrant for IT Service Management Tools. I'm Dave Martinez. I'm with the marketing department here at Ivanti. And I'm talking about the distinguished panel of IT Service Management experts. Okay. With that, here's what we're going to do in our session today. So this is about the Magic Quadrant report from Gartner on the IT Service Management marketplace. So we're gonna start off with a quick overview of the Magic Quadrant report itself. And then we're gonna get into the meat of the discussion, that's really kind of our view, our take, our analysis of the Magic Quadrant. And we're gonna talk about, you know, some of the things that Gartner does say in there, some of the things that they don't say in there, our impressions of it, some tidbits that we like to share with you as you look this report.
And we like to kinda broaden the conversation as well. We kinda like to look at considerations beyond the Magic Quadrant. As we're getting into the panel of discussion, the Magic Quadrant is focused on the IT Service Management toolset and marketplace. As IT becomes more and more important to everybody out there, all the organizations and companies that have to use technology to enable themselves, we like to broaden the conversation and look at things beyond IT Service Management. They should be taken into consideration.
And then the next one is always the fun, fun one for us here, it's prediction. And I'm always reminded of the Yogi Bear phrase that, "Predictions are really hard especially about the future." So this discussion is being recorded. I'm gonna hold our panelists' feet to the fire and have them come up with their kinda predictions, not just around the Magic Quadrant report, but also for the IT Service Management space in general. And of course, we have questions throughout the session itself, so please go ahead and do that. Okay. So with that, I'm gonna ask our panelists to go ahead and introduce themselves. We'll go alphabetically first. So Melanie, do you mind just doing a quick introduction?
Melanie: Oh, yeah. Thanks, Dave. My name is Melanie Karunaratne, and I manage one of the Ivanti's product marketing teams here. I've been part of the Ivanti team that's been submitting for the MQ for about the past 10 years.
Dave: Okay, great. Thank you so much. Kevin, I think you're on the line as well with us. Do you mind doing a quick introduction?
Kevin: Again, glad to be part of the call today. Have been an enthusiastic participant in the help desk, and service desk, and service management market for the past 15 years, and have enjoyed tracking the MQ report for about the last 10 years. I think Melanie mentioned 10 years. I don't recall when the first MQ was issued, but I think it was going back away and maybe even to David Coils [SP] tenure in the market place. But we've seen a lot change. A lot has been consistent, a lot has changed. So like many of that have joined us today, we've watched the evolution of service management and the corresponding evolution of the MQ. So looking forward to discussing it more today.
Dave: Oh, fantastic, Kevin. Thank you. And I'm thinking of a no prize question out there, somebody on the webinar can come up with the first year, the Magic Quadrant report was introduced. We'll send you a copies, no prize. Actually, we'll send you a copy of Kevin's book. How is that?
Kevin: Hey, now that's a good prize.
Dave: Okay. So, okay. There's a challenge out there to [inaudible 00:03:28] Fantastic. Well, thank you, Kevin. Alan, I know you're somewhere at the Hinterlands of the UK. Can you hear us? Can you come in?
Alan: I can, I can. Hello, everyone. Alan Taylor, Principal Product Manager for Ivanti' service manager. And I am happy to have been part of the MQ handling a lot of the demo portions for the last, well, many years, the last six or seven.
Dave: Very happy to have you joined us on the call. So, fantastic. Okay. With that, why don't we just go ahead and jump right into it? And I'm going to kick us off by going through kind of an overview of the Magic Quadrant. And my apologies to people who, you know, may have been reading and reviewing the Magic Quadrant reports for a number of years. So bear with us for the next 90 seconds as I go through this a little bit. But the Magic Quadrant report is...I think fair to say, one of the preeminent or one of the most important reports in the IT space around IT Service Management. So it's a report that Gartner has been doing for a number of years and they do a pretty thorough analysis, in this case, of nine vendors in the IT Service Management space.
And what they do is they look at two dimensions, the ability to execute, and their completeness of vision. And, you know, there's a lot of words behind that. What does that mean exactly? So if you look at how they measure the ability, execute, you can see they have about seven, am I counting right? Seven criteria they look at. You can see the different weighting on there. So they look not just at the product but they also look at the viability of the company, the execution among different parts. And also very importantly, the customer experience. And a big part of the Gartner Magic Quadrant process is actually to really interview and talk to a lot of clients of each of the vendors to get an understanding of not just the product, but the entire relationship. That's one thing to look at from the ability to execute.
And then when you look at the second dimension, the completeness of vision, you can see there's a couple criteria in there that they look at, their understanding, vendors understand the market, their strategy, you know, not just from a marketing perspective or product perspective, from a sales perspective, their business model, you know, how has been the track record of innovation, and also what's their geographic cover. So a lot of things they look into. And Gartner does a fantastic job of putting vendors through their paces to come up with, "Okay, how do we evaluate the partners?"
And one thing I should mention is, and I think it'll come out in the panel discussion. This is a general analysis. It'll vary depending on industry, it varies depending on geography. So as you look at the report and you listen to us, keep that in mind that one size doesn't fit all. But in terms of an overall kinda view of the marketplace, it's fantastic, and they have some great information on the marketplace itself. So it's a great report, definitely on the BD side, well worth the time to take a look at. Okay. So the overview is over in the Magic Quadrant with that context. Let's just jump right into it. And Kevin, since you our noted author and published author here with a couple of different books, I'm gonna ask you to kind of kick us off right here. And just tell us about your initial impressions of the Magic Quadrant when it came out. It's only been out just over a little bit of a, about a week, a little for a week. So take it from there. What were your initial thoughts?
Kevin: Well, my initial thoughts are it is continued good news for everybody in IT and everybody that's an ITSM professional because the tools keep getting better. I think the bar keeps getting raised, the vendors in the MQ, there are nine vendors in total. One of my surprises, Dave, was that we did not see any additional vendors come on to the quadrant. I expected there would be another one or two. I think we all know that there are hundreds. I don't know an exact count, but there are hundreds of tools that claim to track issues, track tickets, track incidents. And so of that, I'd like to see more vendors participate.
Now, I know the MQ criteria is quite demanding, and that's why we only have nine vendors covered by the MQ. But I think it's just great news for anybody that's in IT Service Management today because these tools are just fantastically strong, they continue to get better. I think Gartner did a very nice job, a very solid job on their research inevaluating what's happening in the market today. Gartner does not focus on looking forward. That's just not their primary goal of the MQ research. But I would encourage everybody, if you haven't yet, I would encourage you to take the time to read through the report. I know everybody is busy but there's some good information in there on the market. And there's an accompanying piece of research which is the critical capabilities for IT Service Management tools and there are 12 items and those critical capabilities profiles. And even beyond the vendors, of course, Ivanti being part of the research, we love to talk about the vendor landscape. But beyond that, just as a practitioner in ITSM, there's valuable information in the report itself. And I wanna commend Kenneth Gonzalez, and Rich Donnie, and Chris Machet [SP] for the work that they did in doing this, and the team that supports them at Gartner. But the primary report itself, the Magic Quadrant for IT Service Management tools, and the quadrant which everybody is, thinks of because it is the kind of the graphical face of the report, the primary report, but also that accompanying view of critical capabilities.
So it's a great time to be in ITSM, Dave. I think I would summarize it that way. It's a great time to be in ITSM. The tools are more capable than ever. The role of ITSM is more vital than ever in IT, and we'll get to that a little it later. And let's all do our homework, and when good research comes out and taking the time to go through that and looking at how we might be able to apply that to the job that we do every day today and what we're gonna be doing in the future.
Dave: Okay. Thank you. Fantastic. And thank you for mentioning the critical capabilities report. Let me just take a few seconds aside here and just let our audience know that there's a companion report to Magic Quadrants, the critical capabilities. And whereas the Magic Quadrant looks at the vendor, and some of their ability to execute, and their vision, the critical capabilities really just looks at the toolset itself. And as Kevin mentioned, it evaluates the tools against 12 critical capabilities, ergo the name of the report, and compares them against five different use cases. So it's a very nice companion piece. I like to think of it as the rest of the story when it comes to IT service manager from Gartner. So if you're interested in viewing that report as well, please reach out to us and we can make that report available to you. So Kevin, thank you for reminding the audience about that report. Okay. Melanie, let me reach out to you and ask, what did you think to the Magic Quadrant report when it came out?
Melanie: Well, what everything that Kevin said. It was fantastic news for the market, fantastic news for IT professionals out there who are reading it and who are tracking it. You know, it's really interesting to see year on year how it changes. From our perspective, particularly after the [inaudible 00:11:23], you know, it was a great, positive movement up and to the right. Any movement of any vendor is important in reflecting the market. And for us, our focus on the enterprise market space is reflected by our position today. So I mean, that report, as Kevin said, it only references nine vendors. There are over 400 vendors in the market, I think, is the last count we heard from Gartner, and it really is hard for any organization out there to determine who to put on their short list from a vendor perspective. And I know that many organizations us this as a starting point to start their vendor selection on which to potentionally build partnerships for many years to come. So, you know, this is a really great starting point for them. And I say starting point, and I know we'll probably talk more about this as we go on through this this webinar, but it gives people a good place to start to see where to go in the future.
Dave: Okay. Thank you. That's fantastic. And yes, you're right. We'll talk a little bit more about how people on the webinar should be looking at the MQ in terms of deciding, you know, what IT service manager tools will look at. Alan, I'd really like to hear, if you still can join us, what your impressions were of the Magic Quadrant. And and I know you spent a lot of time, as several of us did, getting ready in our submission of the Magic Quadrant. So my apologies if this brings back painful memories.
Alan: Okay, good. Yeah. My initial impression was that, you know me, ever positive, ever visual. I'm really happy with the results, I think, having done and the demo, and looking at some of the capabilities we're looking at, you really start to see this maturation of the market into areas such as AI and we can apply, you know, more automation than around helping IT administration. So my initial thought is it's really starting to play nicely to what exactly Ivanti does. So I'm surprised that we didn't have more vendors. But as Kevin mentioned, the requirements are pretty stringent. So some initial thought, as in some of my initial thoughts.
Dave: Great. Thank you so much, Alan.
Dave: Go ahead.
Alan: ...from the [inaudible 00:14:01] as well.
Dave: Good. Yeah. So let me just pick up on that. I think you were mentioning that the Magic Quadrant, the way it's structured provides for by cautions and strengths for each of the nine vendors viewed in there. So going back to Kevin's point, you know, attendees, you really should take time to read the report. And one of the things they put in there is things you should consider. As Melanie said, you start looking at this report as the introduction to vendors you may be look at as you move through the IT service manager space if you need data new toolset to meet some ongoing needs. So, great. Thank you so much.
Let me turn the question a little bit on its side. So I asked about your initial impressions. Let me ask about surprises. And I'll kick this one off with a pleasant surprise. And it was the Ivanti movement, as Melanie mentioned, up into the ride from last year to this year. And the reason I say was a pleasant surprise was last year, we had a merger between the former HEAT software and the former LANDESK, you create Ivanti. And a lot of times, and everybody join in on this, a lot of times we see a merger like that the emerging company has the hiccups, hits some speed bumps. So I think we saw that's the case of one of the vendors this past year in the Magic Quadrant, they went through a transition, there was a hit that they took in their ability to execute and their vision from Gartner's perspective. That wasn't the case with Ivanti. And to me, that was a very pleasant surprise. And going, I think, with your point, Alan, you know, we've kind of maintained the vision, maintained the track, if anything, we accelerated by combining the formerly two companies together into this new company, Ivanti and we're playing out that vision. So thank you for indulging me on that. Melanie, let me come back to you and ask you, you know, again, the flip side of that question, anything surprised you in the report?
Melanie: Yes. Well, let's be honest. I think the first thing that surprised us with the timing, we had a little...
Dave: That's right.
Melanie: ...just a happy submission of the final report coming out, I think that was fun from that perspective. I don't see any real shocks on the NGO government. I'm not surprised. I know both Alan and Kevin suggested that they're, they were expecting more vendors on this report because I know the bar that Gartner puts on this, and it is an enterprise ITSM tools report, they have a step that they do through a service desk tools report. I wasn't surprised this year and not, you know, to see any other vendors on the report. Maybe next year, and we'll come on to that, I guess. But this year that's not a surprise. And we all know, we're all in the ITSM world, we will see who we meet out in the market and who other organizations are talking to. And when we go to shows like HDI, [inaudible 00:17:05] or ITSMS, we see the vendors there, we know who's in the enterprise space. So again, as I said, I'm not, wasn't particularly surprised." The trajectory of the vendors on the report is always an interesting one across multiple years, to see who still has their eye on the ball.
So, you know, we are pleased for ourselves for sure in terms of our trajectory. Name changes, obviously, you know, you've mentioned where things change in this particular report, you know, Micro Focus picking up over where HP left off. I guess that's the new kid on the block in a way. Maybe not surprised but it's a name change, people should be aware of. We had that last year. And then, I guess, there is one surprising element probably as a, you know, adjunct to the MQ, and this actually stems from another report that Gartner released recently, that the MQ was still pure IT Service Management. It's not playing into service management or enterprise service management, as it's sometimes known, and this report does not evaluate processes beyond ITSM or for, you know, vendors that play primarily in that space. And I'm talking about, you know, it's the processes of HR and facilities, so those kind of areas. And we're certainly seeing organizations getting value via maybe building out from their original ITSM start point into those areas. So for me, I guess that's surprising element that has not being picked up yet.
Dave: So yeah, that's a good point in there. And it's interesting you talk about the, as you call it, the enterprise service management space where you take IT Service Management to other spaces outside IT. I'm reminded of one our clients in Canada, in one of the government sectors up there, they're actually using Ivanti service manager to deal with some constituent services. And my favorite story up there is what I call the large dead mammal workflow where as you can imagine in Canada, in the wilderness, sometimes there's a big mammal that gets hit by a car, or truck, or something like that and the county services need to deal with it. And they use Ivanti service manager to basically clean up afterwards. So they put in an incident, they crack the workflow, they make sure the approvals are signed off, and the costing behind it. So interesting story...
Kevin: Described is only you could, Dave. That was a very [crosstalk 00:19:29].
Dave: I call it a little bit more colorfully than that. But if you're interested in hearing more about it, I love to tell you the story. We actually have a recording session. We talk about that specific workflow and give examples of it. So I just love throwing that story out.
Kevin: And if our listeners thought they would never hear the words, large dead mammal, and a call about the ITSM MQ, well, there's your surprise of the day.
Melanie: Well, I would love to know what a major go incident is in that respect.
Dave: It's a very large mammal.
Kevin: That's moose versus a beaver maybe.
Dave: Yeah, yeah. So, okay. So now, I've got a crack open a Molson and add a few more eh as we go through the webinar here. But I just love sharing that story. And if you walk away with one visual, I just gave it to you. So my apologies. Melanie, thank you so much. Kevin, if you're finished laughing at my bad joke, tell us what you were surprised with, if anything, in the Magic Quadrant report.
Kevin: Well, I think one of my surprises was that how IBM and HP, as Melanie just mentioned, rebranded to Micro Focus, how they are an illustration of the rising expectation of this market, the demands of this market, and how they have begun to lag behind somewhat. These are pioneers. HP and IBM have grown up in this market, they've always been pillars in this market, but they have become less relevant over time, I think it's fair to say, and have struggled somewhat to keep up with the expectations, and demands, and the innovation expected in the broader IT Service Management market. They remain on the quadrant but look at the position of IBM, and if, you know, we rewind 5 to 10 years, we would have been surprised. That was the case also, you could make the same comment on around HP. And I think it'll be interesting to see what happens to Micro Focus and IBM in the years ahead, whether they have the stomach, and focus, and fortitude to increase their focus and investment, and continue to be a player in this market.
I mentioned earlier, I was surprised that additional vendors did not appear in the scope of the research, we have the same nine vendors from last year. And there's an adjunct to that thought that I wanted to mention which is, I was surprised that the scope of the MQ did not shift more. It kinda kept its focus, in fact, I think Gartner went from ITSSM back to ITSM in terms of terminology to be more consistent with the broader market. But there's just so much happening in IT and so much happening in ITSM, I expected there to be an adjustment, more of an adjustment in the scope, and I think that it didn't happen this year, it may very well happen next year, and that could be more recognizing what's happening with the broader IT transformation, what's happening with enterprise service management, what's happening with kinda broader service delivery and service delivery to customers. There's just so any remarkable elements that are reshaping ITSM and reshaping IT.
I know that Gardner is very thoughtful in recognizing the process that Gartner has to go through, they're very thoughtful, they're very methodical in how they manage this report. And so it does take a little bit of time to change that scope, but it is something that we may very well see in the next one to two years. But again, the context is consistent and very comfortable to ITSM professionals. But I do think there'll be an acceleration of the factors that shape the quadrant, some new factors that will shape this quadrant. If you look at the critical capabilities, for example, the 12 critical capabilities, we still have incident and problem management at the top of the list, and that will always be part of the mix of service management and service desk, but there are some other factors that are very much on our minds and are gonna become increasingly critical in the next three to five years.
Dave: Kevin, that's a great point. I'm gonna ask you to hold that thought and we're gonna jump in to that next. But I do agree with your comments in there. I think we all do, that I think... Well, in fact, I know I've heard you say this and it's in your books actually, that IT Service Management is growing in importance, that it's moving to become more of a central hub of coordination and governance across IT and the rest of the business. So hold that thought, we'll jump into a little bit more. Maybe I'll key that up as a prediction that you'll provide for, you know, what we see in the future from the Magic Quadrant report. So, good. Alan, any surprises from your perspective on the report?
Alan: Nope. You know me, no surprises. I always had the vision of being in the leaders quadrant. It's interesting that our doc was on the line. I've actually never seen that, like, on the line thing. You're kinda one or the other. So no. No real surprises. But you know me, following baseball, tennis and American football rules on that one, so.
Dave: Oh, goodness. Yup.
Alan: Yup. Yeah. I probably would say the biggest surprise was in fact that you just said, riding the line, and everybody in the industry is like, "Huh. I've never really seen that, not too much." So...
Dave: Yeah, that's right. In fact, I think we...I'll share with the audience, that we actually, we had a nice visual of the Magic Quadrant. We blew it up to say, you know, "Are we really on the line or not?" And of course we had a lot of discussions, Alan, you mentioned it, do we talk about American football, or do we talk about, you know, soccer or football for the rest of the world? What's the rule here, you know, if it touches the line or not?
And of course I'm dating myself. I remember John McEnroe at Wimbledon, number of decades ago where one of his shots literally chalk flew from dust, and he said that, and he said, "You can't be serious." So I would say that, to Gartner, "You're not serious." But, yeah, I haven't seen that where we actually touched the line between a challenger and the leaders quadrant. So we'll just leave it there." So, okay great. Thank you so much.
Kevin, I wanna come back to you because you started leading into this a little bit in terms of, you know, the MQ is a good starting place to look at from IT Service Management, but there's other things to consider. So, you know, I guess the simple question is, how do you view the Magic Quadrant? And what are some of the considerations that people should be taking a look at?
Kevin: Well, the Magic Quadrant is a good snapshot of the market today. And it's always a good place to start. And again, for all of us who want to remain diligent students in the market, and continue to learn, and continue to understand the trajectory of this market, which is really important. So it's kind of two paths that we have to walk down, one, in understanding where the market is today and then understanding where this market is going. When research becomes available like the Magic Quadrant, and it's not the only one. There's other good research that gets published, and we all are fortunate to have access to social media resources, for example, where some of the leading ITSM thinkers in the world are active on social media, active on Twitter, for example. Those are fantastic resources to take advantage of.
But the Magic Quadrant remains one of the best known and most widely recognized pieces of research. And so view it as one resource, as an important resource, but not the only resource and just make sure that you're balancing your study of the market and in our all collective education as IT professionals, and going forward, and embracing all this research that becomes available. And just to emphasize something we said earlier, it's not a big document. It won't take you an hour to get through it. It'll only take you a few minutes to get through it. Take the time in the next couple of weeks when you when you have a few moments to read the research, to read Gartner's comments, to read their view of the vendors. And it's not just about the vendors themselves, it's about things that are important in the market. And you'll see that tone throughout the vendor commentary.
Each vendor has three strengths and three cautions. And just reading that is educational. Again, not about the vendors, but about the market at large, and what's happening in the market, and then take the time to go to the critical capabilities, accompanying document, and read through the 12 critical capabilities, and how Gartner is evaluating the marketplace. This goes way beyond the vendors. So don't let the vendors themselves obscure your view of this and look at what's happening in the critical capabilities. So I'm just gonna mention a few.
Kevin: I mentioned the first one earlier, incident and problem management. Another one is change and release management, configuration management, those are the first three. But look at the bottom of that list, there are a few that are gonna become increasingly important, and we'll talk about those more later, total cost of ownership, user experience, and AI ops augmentation. Very interesting. Read about each of those and expect those to have a more prominent place in this market over the next five years. And I would expect the critical capabilities set to grow as well because, you know, the reality is everybody does incident management in this market. Melanie mentioned 400 and counting. Every one of those provides the capability to do incident management or track issues. But there's so much more that we have to do in ITSM and NIT. I think that set of capabilities is gonna be reshaped significantly in the next few years.
Dave: Actually, that's a great point that you bring up there, Kevin. And it reminds me of bringing up another visual of...and again, I'm gonna date myself, Wayne Gretzky, American hockey player, ice hockey player, and he used to say, you know, "I don't skate where the puck is, I skate to where it's going to be." And obviously, it worked very well for him. So in the IT Service Management context, what you reminded me is that everybody needs to look at not just what they need today but what they think they're gonna need next year, two years, three years. And you want to pick a vendor who's gonna provide not just a tool to meet your needs today, but it's gonna be with you in the long term, and provide the capabilities you need down the road, as well as provide the relationship to help you make you successful. And that's one of the things I do like about the Magic Quadrant. You know, it's more than the toolset, it's looking at the vendor itself. So thank you for bringing that up.
Melanie, Kevin just gave you the kickoff there. We talked about the 400 vendors, I have the image of the iceberg. These nine vendors in the Magic Quadrant are just a tip of the iceberg. So with that context in mind, you know, how should people look at the MQ? You mentioned that this kinda introduction to the nine vendors. But take us from there.
Melanie: Yeah, absolutely. And Kevin makes a great point. This should not be looked in isolation. There is plenty more research out there that you need to look at. Because first and foremost, the MQ is an assessment of a vendor, it's not an assessment of a particular tool. So IT professionals should look at this just as, does the vendor fit the profile that we're looking for? Can I work with you? Every organization is different. You all have different needs. You all have to work in different industries. You all have different types of end users. Some of them are IT savvy, some of them are not. And Gartner even advises that this is just, you know, an indication, but you need to look at your own needs and spend time with the vendors to understand everything about them, their cultural fit, what's important to you, what's important to them. Is there a good fit there?
And, you know, as we've just said a couple of times now, there are over 400 vendors in this marketplace. Does this give you, IT professionals, a good starting point? Because yes, you could look at one of those vendors outside, and absolutely the vendors out there with some fantastic tools, but quite frankly, anyone who's on the MQ is gonnna be easier for you to sell internally. When you have to go through your budget, when you have to go through those management discussions, having a vendor that's on the MQ is gonna help you, you know, 10 times. So it tells you, you know, which vendors think about ITSM as a focus. But that is a culture of Gartner's lens, you know? We just looked at how they weight it and how they talk about the market, and how we think that maybe it could be expanded. So again, don't forget, this is also through Gartner's lens. It's not through your lens. So you need to look at it through your lens as well.
Dave: Yeah. This goes back to the old adage, "Context is king." Your context is gonna matter, your needs are gonna matter, but this is a good starting point to kinda start that discussion. And you're saying earlier that it's easier to get through a management discussion if you say, "Well, the vendor's in the Magic Quadrant, and well-positioned in the Magic Quadrant." Reminds me the old adage, like, I just heard it recently, "In the old days, nobody got fired for buying IBM." So you could say these days, nobody gets fired for recommending a vendor that's positioned well in the Magic Quadrant. So thank you with that.
You know, I'd like to put that question again. So we talked about how they should view the MQ. How should they not view the MQ? So like I said, nobody got, in the old days, got fired for buying IBM. That doesn't necessarily mean somebody should just pick a vendor because they're well-positioned in the MQ. I mean, Melanie, that's what you were just saying just now. Do you wanna expand upon that a little bit more?
Melanie: Yeah, absolutely. Actually, it shouldn't be. Well, first and foremost, and this is something Kevin touched on, don't just pick a vendor who's positioned on the image, on the...you know, you should not just look at that, you know, the full quadrant image that's up there. And, you know, you don't in your everyday life. The other night, I was booking a vacation with a friend and we're going to a country that we don't know, so we looked on TripAdvisor for several hotels. We looked at the top three hotels, because they look fantastic, theh photos looked fantastic. "Great. We'll have one of these," you know. It was only when, you know, you go and look at the detail, and look at what they offer, do they have AC? Aren't they close to the airport? Are they near, you know, the town center. All of those things actually matter to you. You need to read the detail because what we found was actually none of those top three were the ones that we wanted because they didn't match our criteria.
So you need to read the report. the full reports, as Kevin mentioned previously, to get the context and the story of each vendor and how they got to that position. And again, I've mentioned before, it's actually interesting to look at the trajectory vendors over time because you'll also see who is, I should say committed to ITSM, but who is focused on ITSM. And I do mean the full report. And that means that the scoring, you cut the scoring up earlier because how Garner want to take that scoring and how they weight things, again, is critical to your understanding of the context of the report. And it's not the final solution, you still need to do your homework. You can't just use the MQ. Is if CliffsNotes that you have in the U.S? The graphic is not CliffsNotes. You also need to do an assessment of the tools because the vendor is one piece, the tool is another. And you need to ask the right questions of the vendor. Don't assume that Gartner has asked the questions that you need to ask. But before you even get there, you need to map out your needs. You need to know what outcomes you want to achieve. You need to look at other sources, something Kevin mentioned earlier, I fully agree with that. This is a fantastic resource, but it's one resource. You need to look at the other things that influence your world.
Dave: Exactly. Do your homework ahead of time. And one of the key things, to come up with the right answer for yourself is to ask the right question or questions. So I couldn't agree with you more on that. I'm gonna take a moment here just to break into answering some of the questions that have come in. We've got a number of questions asking about the critical capabilities report. So we've been talking about it throughout the webinar here. And let me just tell people how to get a copy of the report. So we're actually getting the distribution rights to it now, so we'll follow up with you after the webinar and make sure you get a copy the critical capabilities report as well. We're happy to make that available to our attendees here. So look for that or reach out to us and we'll follow up with you specifically on that. So we got a couple of questions on that. I just wanna take those and answer them right now. So great. Kevin, back to you, in terms of how not to look at the Magic Quadrant. I think you already touched a number of the things here, so if you just wanna wrap it up again and take it from there.
Kevin: Well, it's always important... Just, let's take a step back for a minute. It's always important for any organization to know what their key requirements are. Don't go to the MQ hoping for it to reveal to you what your key requirements should be. That's really not the intent to the MQ. Know what your key requirements are because every organization is different. Even if you're in the same industry, it could be two hospitals, two universities, the requirements are very different based on where you are in your journey and IT Service Management and NIT. If you know what your key requirements are, then the MQ can be a very valuable reference and helping to guide you to a set of vendors. And it won't just be one. Don't think of it in terms of tell me who the right vendor is for me, but what it can do is guide you to a set of a few vendors for you to take a closer look at, but all of that is dependent upon you knowing what your key requirements are.
When you have that understanding, there are two, and don't think in terms of 10 requirements, but your top two or three. So make sure you have some clarity around what your key requirements are for your IT Service Management, organization, and practice over the next five years, let's say, then go to the MQ as a great aid in helping you to focus on solutions that could be the best possible fit for your key requirements. If you are a Gartner client, it's also very helpful to have a discussion with the Gartner team. These people know the market extremely well, they're very knowledgeable, so they're always happy to take a call and to discuss your requirements with you and they can, again, they're not gonna tell you, "Go with vendor A," but what they will do is help you narrow the landscape and to be more efficient with your time and with your resources.
My final point would be, is it the MQ may also, when you're looking at it, might also bring to your attention some things that you're not thinking about today that you may want to start thinking about. That doesn't mean it's gonna change your critical business requirements, but it could be things to put on the horizon, things to put on your for further review list because, again, as ITSM professionals, we need to be mindful of what's coming in the future that could change how we work and how we think every day. So I think in those regards, it can be a valuable resource, but kept in the proper perspective.
Dave: You know, I'm glad you mentioned that, Kevin. That brings us to a key point that I thought we wanna get into is other considerations beyond what you cover in the magic Quadrant, or maybe isn't emphasized as much as the Magic Quadrant. So it goes back to like you and Melanie were saying going back to, you know, what are your considerations? What are you criteria? What are your needs? And kinda take that into account and use the Magic Quadrant as a starting point. So one specific area of service management I don't think is emphasized enough in the Magic Quadrant and a little bit sensitive to the specific one for two reasons. One, well, actually has to do with phone support, voice. And with Alan calling on his mobile phone from the UK, kinda reminding me about this year as well, and also a recent experience I had with my internet service provider which was not pleasant, where I had to repeat myself literally four times as I got shuttled around to get an issue resolved. And this is very recently. I'm still not happy about that.
But, you know, that happens more often than we'd like to think in the IT world around service management. So thinking about the user experience, like you said, Kevin, in terms of one of the critical capabilities, figuring out what's causing that, maybe a drop in customer satisfaction. And it could be the experience with people calling in, and I think a report I saw from HPR, some survey, you know, close to over a third or a quarter of the calls that were coming in to a typical service desk comes in through the phone line itself. So figuring out that experience of the people calling in is very important. I know this is a pet thing with Alan as well. He hasn't been able to join back in, I just wanna mention that for his benefit here as well. But with that, Kevin, staying with you, what other considerations, what other, you know, technology solution areas, or really expansion beyond IT Service Management? You know, maybe security or managing endpoint devices. Are there things that people should be thinking of considering as they start mapping out what they need in a service management tool?
Kevin: Well, I think my comment would be a little broader. And then I'm going to come back to the voice example, Dave. And that is we should all be thinking about, as ITSM and IT professionals, how will we innovate in the years ahead. We can't wait 10 or 15 years to innovate. We have to be innovating on behalf of the business. So this is innovating with NIT, innovating IT Service Management practices, but innovating on behalf of the business. What can we do that is new and fundamentally different that can help create an acceleration of a value that ITSM brings to IT and brings to the business? That is something that we have to be asking ourselves every day.
Yes, we have to do IT Service Management well. We have to do incident problem management well. We have to do change management well. Those things are increasingly going to be a given. That's not innovation. Doing change management, doing configuration management, they are important but they're not innovative. So we have to be looking at what can we do to innovate. And I think the voice element is a great example of something that's innovative. It's not in the critical capabilities of Gartner because it's still very unique to Ivanti, it is still a very limited capability not represented by most of these vendors. But it makes so much sense when you look at what it can provide in terms of automation, what it can provide in terms of a better customer experience, what it can provide in terms of speed of service.
And so that is one example, certainly not the only example, but a great example of how we can innovate as ITSM team members and be thinking about how we can invest, and how we can prepare to bring more value to IT, and to bring a solution to the business that makes the business stop and think, "Wow, that is something that helps me do my job better every day and it's something that helps us serve our customers better every day." And I think that's the ultimate test. Can we as ITSM team members help every employee to be more productive every day? And how do we help our business to better serve our customers every day?
Dave: That's fantastic. You remind me of something on there, and it goes back to an old quote from Professor Deming, you know, one of the fathers of management theory. And he said, "You can manage what you measure." So it points out the importance of reporting and analytics to really kind of focus in on what you're doing well where you need to improve. And with that, I think I'm tossing a softball to you, Melanie, because I know you're very involved on the analytics side of things. You know, how important are analytics to really improving what goes on for IT professionals?
Melanie: Yeah. You've asked a leading questions there because it's hugely important. I mean, if you don't know, you know, where you come from and where you're going, it's impossible to get, you know, go on your journey. And if you don't have the analytics and the reporting capabilities to let you know what your baseline is, where you come from, and measure, you know, have the ability to improve, you're not going to get particularly far. Reporting is not covered particularly well I don't think in the MQ. It is in the critical capabilities, I guess, a little bit.
But there is so much more that could be done with reporting if it connects into other tools as well because ITSM tools, ITSM, the discipline, it's only one part of the IT world. You know, when it comes tools, you can't just look at a tool in isolation. IT, it's no longer an island, and you've got to look as points of contact where you need to do better and there are points of contact with other points of tools. And that's where reporting links into this because we're seeing more and more organizations unifying their IT departments to become basically more responsive, and more secure, and more cost-effective, and more efficient, and more transparent. So you need the tools to follow suit. You need those tools, the highly automated, highly integrated, leverage synergies, and be able to report between those tools as well because otherwise, you still don't know the value of what you're getting from those tools. You're not understanding the overlay what's causing what if then what. You know, if we put a patch in place over here, is that placing a spike on the number of incidents that are coming through?
Similarly, you know, is unauthorized change clearly. Is it unauthorized change causing a spike? Yeah, probably it is. But those kind of overlays of different sets of data points to provide the bigger picture context is things that I think should be considered beyond the basic ITSM tools.
Dave: Right. It's much more than just measuring, "Oh, how many incidents did I close this week or this month? Yeah, it's painted in a larger context. And, you know, that's one thing that's coming out throughout the entire close to the hour now we've been talking. It goes back to your context. So, you know, attendees, think about your context, think about your requirements, then look at the MQ capabilities as a starting point, it sounds like. So great advice on there. Hey, Alan if you would, anything else you like... No, that's all right. Anything else you like to add to our attendees of other considerations that they should consider in the selection of a new service management tool?
Alan: Yeah. I mean, we talked about ensuring that, you know, vendors cover the basics. Like, what are the things you gotta keeps going on right into the management problem, management tean. But it's also important to understand, you know, we're not just creating a vendor or picking a solution, right? We're creating a partnership, and that's really important to think about is helping customers to understand, you know, the vision that a given company would have for a solution, right? That is really gonna be key.
You can report on a lot of things, and you kinda cover the basics, but you need to understand where are they long-term so you're not in this constant cycle of ROCs over and over. That would be the one thing that I that I would take away is, yup, the report tells you what happening now and the things you should consider. But it's also really important to enquire your vendors. Like, where are you going? Explain to us your vision, not just give us the roadmap but tell us what strategy behind that roadmap.
Dave: Right. No, fantastic. Yup, great.
Alan: That's what I would say.
Dave: Yup. No, that's great advice and that's exactly, you know, how we like our clients to work with us as well. You know, we're getting close to the top of the hour and I don't wanna let my panelists off the hook just yet. I still wanna get their thoughts in terms of what's coming ahead. So I think I mentioned earlier Yogi Bear's, "Predictions are really specially about the future." So with that, Alan, with you, starting off, what do you see as... If I was gonna ask you, what do you predict happen to service manager space down the road? Either in technology space or wherever, just take it from there.
Alan: Yeah, a lot more automation and a lot more consolidation. All right. Companies are gonna start to look to vendors that provide a breadth of capabilities, not just one thing. That's probably the biggest thing is on the automation. Then how can they improve that user experience. I think the user experience is gonna become bigger, and bigger, and bigger. And whether that's enhancement through, you know, a chat box and other AI technologies, or whatever it might be, it's really where I think we're gonna headed. So I look for that. More user experience, more ways to automate but in other words, a kinda tool will be a bit more intelligent in how users work with it.
Dave: No, that's a good point. In fact, I think Gartner's starting to look into that. They've added AI ops augmentation as a critical capability, a new one, first new one in several years in critical capabilities. So I think they agree with you on that. Melanie, your call. What are you predicting down the road?
Melanie: I believe automation, leverage automation. That one never gets old. There is still more that can be automated. And this is not automation, you know, we're talking about ITSM, MQ and tools at the moment, but this is not automation within the tool, this is across tools, this is a cross your IT environment. I mean, no one ever said, "Now, I want a career and IT to do repetitive tedious stuff." You know, the more that we can push the boundaries of automation, we're seeing it in other areas of business, automating patch, automating the rollout of software, so Windows 10 migration. So there is so much more that can be done with automation I think is coming.
AI, it's gonna be interesting to see what comes next with learning systems. It's getting very interesting. You know, we've seen vendors dabble in the market. You know, we've got a virtual assistant out there at the moment, other vendors are still trying to figure out which way to go. I think there's more coming for AI
for sure. Speed, experience, those two things are just getting, you know, more and more, you know, hot topics. And security. Security, we've seen an uptick in security. Obviously, that is, you know, fueled by GDPR to some extent. But, you know, SecOps, it's all about people processes and technology to deal with security, and threats, and risks, and issues. You know, that is bread and butter to the ITSM world. It's so familiar, you know, but using people processes and technology to protect against growing threats, and doing that faster, instant response, you know, GDPR, answering those kind of requests. I think there's going to be more that's coming in those sorts of areas.
And I'll be remiss being the female panelist on the line to not say one of the exciting trends I'm seeing is more women in IT, or the profile of women in IT growing. That's away from tools, away from processes, but I'm gonna put it out there, for all the women in IT out there.
Dave: Highly agree with you on that, on all those points especially the last one. So thank you so much for that. Kevin, do you mind taking us to top of the hour with your prediction?
Kevin: Yeah, Dave. I think a few things. And first of all, I expect the criteria of the MQ and the composition of the quadrant to be reshaped in the next two years based on some new factors. And one of those is gonna be innovation. So what vendors are innovating, and I hope what that does is it welcomes a few new really interesting dynamic vendors into the MQ. I think it'd be good for everybody. It'd be good for us as ITSM professionals, even as a vendor, as Ivanti as a vendor that is on the quadrant, I think we need to expect, demand more of ourselves. And I really enjoy saying a couple of aggressive dynamic and innovative vendors coming into the end of the quadrant. And there are a few areas that are gonna become increasingly important. Core ITSM is important but it's not enough. We can't run the ITSM organization and run IT just based on the traditional elements of ITSM. I think AI, both Alan and Melanie mentioned that, AI and beyond AI, AI in the context of service management. How can AI be valuable to IT Service Management and IT broadly? And what vendors are able to harness AI and help us to drive the IT organization and the business forward?
For example, an intelligent assistant that is an expert on service management, I think that would be really interesting. We'll have more emphasis on automation just because ITSM, we're starting to recognize, is the hub of the IT wheel. And IT can only automate to the extent that ITSM enables it to automate. So I think there's gonna be more pressure on ITSM to show a great automation platform that benefits all of IT and all of the business. And so I think it's gonna be a lot of fun. I'd expect the quadrant to really accelerate in the next two to three years based on those factors and based on some of the new considerations we have in IT.
Dave: I couldn't agree with him more, Kevin. You know, it's gonna be fun, it's gonna be a journey. And I'm reminded of something you've mentioned that always celebrate your successes along the way. It is a journey but celebrate your successes because we can make a difference. Great. With that, I do wanna kinda get ready to close up here. But before we leave, I do wanna let people know that Ivanti will be participating in a virtual summit, two day event, it's gonna be online. I encourage people to take a look that and register for it, and take some time out to hear from industry technology vendors, and also clients, and users of IT technology as they share their story.
I know we have one of our clients talking about how they used IT Service Management technology to literally weather two big hits from two big hurricanes last year, and how they get the operation going without a hiccup, an amazing story. You know, I encourage people to take a look at that. With that ,I know we're just a minute or two past the hour, so I do wanna thank our panelists, Melanie, Alan, Kevin, thank you for spending an hour with us, and our attendees, and sharing your insights on the Magic Quadrant report. So thank you very much for that. And again, attendees, you will get a link to the recording of the session. You'll get the slides that we used there. And more importantly, you'll get a link to Magic Quadrant report.
And as we all said, do take the time to read it. It's definitely worth it. If you have any questions or anything you like to follow with us, please let us know. But I wanna thank everybody for joining us here. And we hope to see you at another Ivanti event, either in person or virtually. So with that, I like to wish everybody a good morning, good afternoon, good evening, wherever you happen to be. And thank you to everybody.
Alan: Thank you.
Melanie: Thanks. Bye.