Please note that a more recent version of this article from 2022 can be found here. In previous years, I’ve written articles that linked to many of the free-to-access IT service management (ITSM)-related analyst research reports out there. Sadly, this didn’t happen in 2020 but I’m now back again with a refreshed list of free-to-access analyst reports for ITSM that leads with the coveted 2020 Gartner ITSM Magic Quadrant (although the one you really want for ITSM tool selection is the Gartner ITSM Critical Capabilities report).
Don’t miss out on the many free-to-access ITSM analyst reports
You don’t need telling that many ITSM-focused analyst research reports sit behind a paywall, exclusively for clients or potentially available to others for a fee. However, thanks to the generosity of ITSM tool vendors and their marketing teams – along with membership organizations – many valuable ITSM-related analyst reports are available for free. Well, free if giving your email address in return is “free.”In this article, you’ll find links to access (for free) seven ITSM-related research reports from industry analyst firms. #ITSM Click To Tweet
Having searched ITSM tool vendor websites to create the list below, I can’t help thinking that there were fewer ITSM-related analyst reports created in 2020 (that were then licensed). I can understand why given the year that 2020 was, and we have to hold our hand up to say that we didn’t publish an updated version of our The Future of ITSM report either – which we hope to rectify very soon. Plus, we’ll be providing new insight into enterprise service management adoption, along with AXELOS, pretty shortly too.
In this article, you’ll find links – often multiple links – to ITSM tool vendor webpages to access the following seven ITSM-related research reports (versus the twelve we shared in 2019) for free:
- The 2020 Gartner ITSM Magic Quadrant
- The 2020 Gartner ITSM Critical Capabilities
- Forrester: Enterprise Service Management (ESM) Buying Guide, 2020
- Forrester: The Three Customer Service Megatrends in 2020: Fuse AI and Agents to Drive Better Experiences
- Gartner: Leverage 4 Domains of AITSM to Evolve ITSM Tools and Practices
- Forrester New Wave™: Chatbots for IT Operations, Q4 2020
- IDC MarketScape: Worldwide IT Service Management 2020 Vendor Assessment
For each report, I’ve listed the ITSM tool vendors offering it in alphabetical order, but please feel free to choose whichever you’d prefer to give your contact details to. As you might expect, despite the aforementioned drop in available content, 2020 saw an increase in the creation of artificial intelligence (AI)-related research reports (that were then licensed by ITSM tool vendors).Want access to the latest @Gartner_inc ITSM Magic Quadrant and Critical Capabilities Reports for free? This article explains how to get them. #ITSM Click To Tweet
By the way, if you’d like a wider range of ITSM reports and don’t mind them being from 2019, then a look at our Want the 2019 Gartner ITSM Magic Quadrant for Free? article which will provide you with many more links including to the Forrester Wave: Enterprise Service Management, Q4 2019.
The 2020 Gartner ITSM Magic Quadrant
It’s the one that everyone either wants to be in or to read each year. Consequently, you can download the 2020 Gartner IT Service Management Magic Quadrant from the websites of most of the ITSM tool vendors in it:
- Axios Systems
- Cherwell (Cherwell has been acquired by Ivanti if this link no longer works)
- Freshworks (Freshservice)
But please remember that even Gartner states that the Magic Quadrant isn’t a review of the available ITSM tools. Instead, it relates to the capabilities of the ITSM tool vendors. The 2020 Gartner ITSM Critical Capabilities report (detailed next) is the one with the more-granular views on ITSM tool capabilities.
The 2020 Gartner ITSM Critical Capabilities Report
Sadly, this Gartner ITSM report often gets overlooked versus the Gartner ITSM Magic Quadrant, plus fewer ITSM tool vendors license it. However, it’s important that you look at the reports together. As mentioned above, the Magic Quadrant is very much about the ITSM tool vendors and the market, whereas the Critical Capabilities report is about the ITSM tools and their capabilities (as the name suggests).
You can download the “2020 Gartner ITSM Critical Capabilities” report from:
Forrester: Enterprise Service Management (ESM) Buying Guide, 2020
If you’re looking to use your ITSM tool beyond IT, in enterprise service management scenarios, then Charles Betz is the go-to person at Forrester Research.
You can download the Forrester “Enterprise Service Management (ESM) Buying Guide, 2020” from:
- Cherwell (now Ivanti)
Forrester: The Three Customer Service Megatrends in 2020: Fuse AI and Agents to Drive Better Experiences
As ITSM and external customer support continue to converge, there’s still lots to be learned from our peers in customer service. Hence, I’ve again included this customer service megatrends report from Forrester.
You can download the “The Three Customer Service Megatrends in 2020: Fuse AI and Agents to Drive Better Experiences” report from:
Gartner: Leverage 4 Domains of AITSM to Evolve ITSM Tools and Practices
As already mentioned, there are fewer ITSM-related analyst reports available to download right now and those that have been licensed are likely to be AI-related. For example, you can download the Gartner “Leverage 4 Domains of AITSM to Evolve ITSM Tools and Practices” paper from both:
Forrester New Wave: Chatbots for IT Operations, Q4 2020
Another AI-related analyst report licensed by ITSM tool vendors is the “Forrester New Wave: Chatbots for IT Operations, Q4 2020.” This report can be downloaded from both:
IDC MarketScape: Worldwide IT Service Management 2020 Vendor Assessment
To provide balance to the Gartner view of the available ITSM tools, this IDC report from early 2020 rates/ranks some of the most popular ITSM vendors/tools.
You can download the “IDC MarketScape: Worldwide IT Service Management 2020 Vendor Assessment” report from:
It was hard going trying to find ITSM-related analyst reports to include in this latest incarnation of what’s intended as a helpful source for people looking for industry-analyst guidance. Hopefully, there are more out there – so, if you’re aware of any other good ITSM research that would be suitable to add, then please add it/them as a comment below and I’ll update the article. Thank you.
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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, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor. Y