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ServiceNow Increases Market Share

During the June 2017 Service Desk and IT Support Show (SITS) in London, TeamUltra, EMEA’s leading ServiceNow partner, undertook market research among the event attendees.

The market for ITSM platforms has changed dramatically over the last decade. The introduction and continuing adoption of SaaS ITSM solutions has raised customer expectations of the actual tools themselves impacting on implementation timeframes and upgrades for example.

The 2017 Market Share for ITSM Platforms
SaaS has altered the ITSM tool marketplace forever and the TeamUltra SITS survey shows just how much. ServiceNow continues to lead the UK market share table with over one in five survey respondents stating that their company uses ServiceNow, which represents a two percent increase on 2016.

I am pleased that ServiceNow has again been recognised as the clear market leader by Gold Services Partner, TeamUltra’s research amongst ITSM professionals in the UK.  The independent results show that ServiceNow has both increased its share of the market and increased the gap between ServiceNow and the competition.  ServiceNow has already achieved leadership positions in the Gartner Magic Quadrant for ITSSM systems and the recent Forrester Wave™: Strategic Portfolio Management Tools, Q3 2017 report, reinforcing our strength in the market.”

Daniel Osterbergh, Area Vice President Channel & Alliances, EMEA ServiceNow

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

Then looking at the top five places, the inclusion of emerging single product vendors such as Atlassian and Zendesk is testament to how two even newer SaaS ITSM tool providers can quickly gain market share (albeit when measured by customer numbers rather than seats). With both companies no doubt leveraging their existing customer bases, in the application issue tracking and external help desk spaces respectively, to win ITSM business.

It is worth noting that the rise in Ivanti responses – the only other positive performer relative to 2016 – is most likely due to the inclusion of LANDesk customers in addition to HEAT post acquisition. Atlassian’s percentage might include non-ITSM, i.e. non JIRA Service Desk users.


It is little surprise that ServiceNow continues to go from strength to strength in the ITSM market.  It became only the second pure cloud company (after Salesforce) to reach a billion dollars in revenue and now has the stated aim of reaching four billion dollars by 2020.

This incredible growth is fuelled by increasing global demand. The company is continually innovating and the addition of AI and machine learning functionality means it will be well positioned to benefit from the increase in demand and interest in this area.

You can request a full copy of the White Paper:  “The State of UK IT Service Management in 2017” from TeamUltra here