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Turning to an ITSM market leader: ServiceNow

When TeamUltra decided that it wanted to find out which ITSM system was the market leader, we naturally turned to the audience at the 2016 Service Desk and IT Support Show (SITS) in London.  We asked them a simple question; which ITSM system do you use?  The answers were in part, surprising.

Whenever you see a Magic Quadrant from Gartner, you immediately know that the report has been based on a fairly exhaustive survey into the market by a respected analyst.  In their latest report “Magic Quadrant for IT Service Support Management Tools”, Gartner positioned ServiceNow as the clear market leader – one of only two companies rated a leader in both ability to execute and completeness of vision.

But how did that compare to our own research conducted amongst the UK’s service desk audience?

ServiceNow leads the market

The survey which included responses from over 300 delegates also showed that ServiceNow leads the market share table with one in five survey respondents stating that their company uses ServiceNow.

“I am pleased that ServiceNow has reinforced its clear leadership position in the market with the release of these market research results from Gold Services partner TeamUltra.  The survey was undertaken amongst the core ITSM audience at the number one trade event for ITSM professionals and reflects what companies in the UK are using for ITSM.  It also echoes our leadership position in the recent Gartner Magic Quadrant for ITSSM.”

Lewis Gee, Head of EMEA Channels, ServiceNow

Looking at the top five places, the only other leader named in the Gartner report, BMC, had a share of just 7.6%.  The remainder of the top 5 were newer or more niche vendors such as Atlassian and Zendesk who are traditionally known for application issue tracking and external help desk applications.

The TeamUltra research gives an alternative view on the state of the ITSM market.  It is likely that the market for ITSM systems is potentially more fragmented than the Gartner report indicates.  Additionally, the inclusion of two newer SaaS ITSM tool providers in the top 6 shows how quickly the Challengers can gain a share of the ITSM market.

To make sure there was no pre-selection bias, the survey data was collected at multiple locations across the SITS exhibition floor rather than just on the TeamUltra stand which would have skewed the results.

Diagram 1: What ITSM or service desk solutions are you currently using?

ITSM Solution Vendor
ServiceNow 20.8%
Atlassian 16.2%
Hornbill 10.9%
BMC 7.6%
Zendesk 7.6%
HP 6.6%
House on the Hill 2.3%
HEAT (FrontRange) 1.6%
Other/None 46.9%


When companies run a selection process for a new ITSM system, analyst research reports do play a role in influencing the early stages of the evaluation as customers work out which systems to put onto a shortlist for more detailed evaluation.

Our research into the ITSM market confirms that ServiceNow is the leading ITSM system in the UK. However, we spoke to a large number of companies at SITS that were looking to either implement a new ITSM system or upgrade an existing system, which indicates there is plenty of scope for all vendors to continue to thrive.

 Download  a copy of the White Paper

The State of UK IT Service Management in 2016” which contains the full research results from the SITS survey.