As we officially kicked off ITSM.tools last year, I wrote a blog called “Want the 2016 Gartner ITSSM Magic Quadrant and Other Analyst ITSM Reports for Free (Well Almost)?” A blog which happens to be the most-read blog so far on the site, which tells me it’s probably been quite helpful. So, as the latest Gartner ITSM Magic Quadrant (note the drop of the additional “S” from ITSSM) has now been released, I thought it time for a refresh with links to newer analyst reports and research.

Most analyst research sits behind a paywall, exclusively for clients or available to non-clients for a fee. However, thanks to the vendors in our industry (who don’t often get the thanks and love they deserve) and their marketing teams, many valuable analyst reports are available for free. Well, if you count giving your email address away as “free” of course. 

In this blog you’ll find links to access the following ten reports, not all of which are purely ITSM-related, for free:

  1. The 2017 Gartner ITSM Magic Quadrant
  2. The 2017 Gartner ITSM Critical Capabilities
  3. The 2017 Gartner CRM Customer Engagement Center Magic Quadrant
  4. InfoTech 2017 Enterprise Vendor Landscape
  5. InfoTech 2017 Mid-Market Service Desk Vendor Landscape report
  6. Next Generation IT Service Management: Changing the Future of IT (EMA)
  7. A View from the Frontline – Life on the Service Desk in 2017 (SDI)
  8. The State of Today’s IT: Process Maturity, Business Alignment, and Digital Transformation (HDI)
  9. The Future of ITSM (ITSM.tools)
  10. The State of DevOps 2017 (Puppet)

For each report we’ve listed the vendors in alphabetical order but feel free to choose who you would prefer to give your contact details to – remember these vendors will likely follow up with some form of marketing communication, unless the contact detail form explicitly offers you a “I’m not interested in your product” option.

The 2017 Gartner ITSM Magic Quadrant

You can download the latest (2017) “Gartner IT Service Management Magic Quadrant” from:

The 2017 Gartner ITSM Critical Capabilities report

We feel that this report often gets over-looked in favor of the ITSM Magic Quadrant, but it’s important that you look at the reports in conjunction with each other. The Magic Quadrant is very much about the vendors and the market, whereas the Critical Capabilities report is about the tools. If you’re looking for a new ITSM solution the Critical Capabilities report is one to read while you think about your own tool needs and process maturity. That way you can see how each tool fares relative to  your specific business use case.

You can download the “2017 Gartner ITSM Critical Capabilities” report from:

The 2017 Gartner CRM Customer Engagement Center Magic Quadrant

This reports examines the global market for customer service and support applications. You can download the “2017 Gartner CRM Customer Engagement Center Magic Quadrant” from:

InfoTech 2017 Enterprise Vendor Landscape

This report aims to help readers understand what’s new in the IT service desk market; evaluates service desk vendors and products based on enterprise needs; and determines which products are most appropriate for particular use cases and scenarios.

You can download the “InfoTech 2017 Enterprise Vendor Landscape” report from:

InfoTech 2017 Mid-Market Service Desk Vendor Landscape

This report is designed to help organizations select a mid-market IT service desk solution by detailing vendors’ strengths and challenges.

You can download the “InfoTech 2017 Mid-Market Service Desk Vendor Landscape” report from:

Next Generation IT Service Management: Changing the Future of IT

This report by EMA delves into the changes and challenges happening in ITSM in companies across North America and Europe.

You can access the “Next Generation IT Service Management: Changing the Future of IT” report from:

A View from the Frontline – Life on the Service Desk in 2017

This report is based on an SDI survey which looks into the current pain points faced by IT service desk professionals, their frustrations, and the key innovations and changes forecasted to shape the future of the ITSM industry.

You can download the “A View from the Frontline – Life on the Service Desk in 2017” report from:

The State of Today’s IT: Process Maturity, Business Alignment, and Digital Transformation

This report is the result of a research survey fielded by HDI, with responses covering nearly 30 industry verticals and organization sizes from fewer than 100 to over 50,000. The study looks at things such as “How do organizations rank themselves for process maturity?”, “Which framework and methodologies are being used?”, and “What advanced technologies are being used currently and which are part of future plans?”.

We wrote briefly about the five statistics we found most interesting in the report here. However, thanks to sponsorship from Atlassian, you can download the "The State of Today’s IT: Process Maturity, Business Alignment, and Digital Transformation" report from HDI:

The Future of ITSM

This report is the result of a survey of over 300 ITSM professionals run by ITSM.tools in Q2 2017. The report covers five areas:

  1. Working in IT
  2. The impact of politics on IT staffing
  3. New technology
  4. Best practice, and
  5. Meeting service expectations.

The report was kindly sponsored by ManageEngine and you can download the "Future of ITSM" report from:

The State of DevOps 2017

Made available by Puppet and with the sponsorship of Amazon Web Services, Atlassian, Deloitte, Electric Cloud, Hewlett Packard Enterprise, Splunk, and Wavefront - the State of DevOps 2017 report is the go-to source for DevOps success information.

To quote the Puppet report landing page:

“Over the past six years and more than 27,000 State of DevOps survey responses, we’ve found clear evidence that DevOps practices yield remarkable results for IT teams and organizations.”

You can download the "State of DevOps 2017" report from:

There are of course bound to be more “almost free to access” industry analyst reports out there. That said, at the time of writing we could not find any updated ITSM research from either Forrester Research or Ovum. You can access their previous reports by reading our previous article on “free reports” from last year.

If you're aware of any other research that would be suitable to add to this blog and you would like to share, please add it/them as a comment below.

If you want more content like this, please subscribe to our monthly email. Or follow ITSM.tools or Sophie Danby on Twitter.

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ITSM Marketing Consultant at Socommunity Ltd.

Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies.

She covers both traditional areas of marketing (such as advertising, tradeshows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor.

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