The End of the Gartner ITSM MQ: Top Buyer Priorities for 2025

Beyond the Gartner Magic Quadrant: The Best ITSM Platforms for 2025

For years, the Gartner Magic Quadrant was the go-to reference for anyone evaluating IT service management platforms. It helped bring order to a complicated buying process.  The framework visually categorizes vendors into four quadrants based on their ability to execute and completeness of vision. It offered a simple way to compare tools, justify budgets, and align teams around a decision. Whether you were choosing a new platform or defending an old one, the quadrant gave you a place to start.

Now, it is gone.

With its retirement, IT leaders are left navigating a crowded and inconsistent market. Analyst reports tell one story. Vendor decks tell another. Everyone is claiming leadership. Everyone is using different metrics. The result is slower decisions, longer evaluations, and far more internal debate than before.

And underneath that confusion is a more important truth. The quadrant masked real complexity. It made it easier to focus on position instead of performance. Features instead of outcomes. Promises instead of actual implementation timelines. The absence of a shared framework has exposed how much buyers were relying on optics to make operational decisions.

This is where clarity becomes more important than consensus.

The most useful perspectives today come from the teams who are building, implementing, and optimizing these systems every day. They know what delivers value quickly. They see where projects stall. They understand the difference between a tool that improves service delivery and one that adds more process without solving the underlying problems.

In 2025, ITSM buyers are asking different questions. They want to know how quickly they can deploy. Whether their teams will actually use the platform. How securely AI features are integrated. And whether the platform can adapt as their operations grow or change.

This blog is built to answer those questions.

It is based on real-world experience across industries and organization sizes. It reflects what buyers are prioritizing now, and what actually works when the pressure is on. If your team is evaluating a new platform, or wondering whether your current one can keep up, this is the guide to help you move forward with clarity.

Looking Back at the Gartner Magic Quadrant

For decades, the Gartner Magic Quadrant shaped how ITSM platforms were evaluated. Its familiar four-box grid—leaders, challengers, visionaries, and niche players—gave IT leaders a shared reference point. The quadrant simplified comparisons, influenced budgets, and provided validation at a time when the ITSM market was still maturing.

The methodology was never perfect, but it offered structure in a noisy marketplace. Analysts distilled their research into a single view, and that snapshot carried weight across boardrooms and vendor decks alike. For many, it became the shorthand for credibility.

That era is now closed. With the retirement of the Magic Quadrant for ITSM, we can appreciate the role it played while recognizing that buyers today must look elsewhere for clarity. The market has moved on, and so have the questions that matter most.

The New Mandate for ITSM Buyers in 2025

The industry has moved past tool evaluation based on brand or legacy market position. Buyers in 2025 are clearer on what they expect: fast deployment, visible outcomes, and real service transformation.

According to Research in Action’s latest Vendor Selection Matrix for IT and Enterprise Service Management, the top three buyer priorities this year are implementation speed, outcome-driven workflows, and embedded AI. Interestingly, over 60% of respondents ranked implementation experience higher than brand familiarity.  Buyers are also scrutinizing the functionality of ITSM platforms to ensure they meet specific operational needs.

Buyers are also asking sharper questions. Can this tool reduce friction between business and IT? Will it lower service costs in year one? How fast can we roll out AI use cases that impact resolution time?

The pressure is rising from within as well. CIOs and Heads of Service Delivery are accountable to CFOs for efficiency, compliance, and value realization. As the MQ retires, it becomes even more important to back buying decisions with results, not promises.

That means vendors are being judged on proof. Who is going live in 90 days? Who has reduced mean time to resolution by 30%? Who is improving self-service success rates across departments?  Only those vendors who demonstrate innovation and reliability are achieving the highest ratings in the market.

That’s the new buyer mandate. And the list of platforms that can meet it is shorter than ever. Marketing alone is no longer enough to secure a top spot. Ready to find out more? Click on the image below to see Research in Actions Vendor Selection Matrix for ITSM and Service Operations.

The Four Outcomes Every ITSM Buyer Should Demand

ITSM success can no longer be measured by how quickly a ticket gets closed or how many dashboards a platform offers out of the box. Buyers today are being held to a higher standard. Budgets are tighter. Business scrutiny is sharper. And the real value of any ITSM investment lies in four outcomes that directly move the needle.

First, a fast time-to-value. A platform that takes six months to implement and another six to fix doesn’t help anyone.

Second, AI that is both usable and secure. It should simplify operations, not confuse users.

Third, seamless collaboration across IT and non-IT teams. No more silos or misaligned workflows. 

And fourth, automation that scales with your business instead of locking you into rigid processes. 

These outcomes are measurable, observable, and non-negotiable. If a vendor cannot show how they drive all four, it is worth asking whether it is a tool or a solution.

A Real-World Comparison of Today’s Leading ITSM Tools

1. Xurrent

Xurrent is the right fit for teams that want results quickly, without getting lost in heavy implementation cycles. Most organizations see full deployment in a matter of weeks. That speed is a direct result of how the product is designed: intuitive from the start, easy to configure, and built for fast adoption across technical and non-technical teams alike. The platform also helps organizations identify and manage risks during implementation, ensuring a smoother transition and minimizing potential issues.

The platform also stands out where it matters most. In the Vendor Selection Matrix for ITESM, Xurrent ranked among the top performers for time-to-value and post-sale support. This tells you two things. First, customers are getting results quickly. Second, when they need help, the support team actually steps in with real solutions, not generic handoffs or delays. Product experts are available to provide tailored demos and address specific IT challenges.

Xurrent works best for mid-sized and fast-moving organizations that want clear value over excessive add-ons. The product does not pretend to be everything to everyone. We are AI-driven at our core, and deliver our best features out of the box. If you need heavy legacy integration, there are other options. But if your team wants clean deployment, reliable performance, and actual ROI, Xurrent is the best bet. The platform also enables teams to turn insights from data into actionable steps, driving continuous improvement with built-in analytics and dashboarding built from best practices. 

2. ServiceNow

ServiceNow is still the most recognizable name in ITSM, and for good reason. If your organization has thousands of users, needs extensive custom workflows, and has the team and budget to manage it, ServiceNow delivers. It consistently ranks high on enterprise adoption, breadth of modules, and ecosystem integrations.

But that power comes with complexity. The 2023 Vendor Selection Matrix shows that ServiceNow scored low on implementation speed and post-purchase support responsiveness. That reflects what most enterprise buyers already know. The tool is vast, but it requires experienced developers, longer timelines, and ongoing consulting to get right.

Its real differentiator is depth. If you need deeply layered workflows that span HR, facilities, security operations, and more, ServiceNow becomes the default choice. The platform is also evolving its AI features, but those tools often need significant configuration before they become useful.

The fit here is clear. ServiceNow is best for large enterprises that treat ITSM as a strategic backbone. You will get power and flexibility, but it will take time, effort, and investment to fully realize that value.

3. Freshservice

Freshservice has become a strong choice for mid-sized companies that want quick deployment and modern UX without sacrificing core ITSM capabilities. The 2023 Vendor Selection Matrix ranks it high for implementation speed, ease of use, and overall time-to-value.

Where it really stands out is in fast execution. Buyers report onboarding in weeks, not months, with minimal external support. That makes it ideal for organizations that need a functioning ITSM setup without major internal overhaul.

Its biggest strength is simplicity that scales. GenAI tools like request automation, incident summaries, and response suggestions are already embedded in key workflows. You do not need a separate AI team to unlock them. That brings real-world benefits: less ticket fatigue, faster turnaround, and fewer internal bottlenecks.

However, Freshservice is still growing its depth in some advanced use cases. For companies looking to replace legacy platforms with deeply customized modules across departments, there may be limits.

Freshservice fits best where teams want to solve ITSM challenges quickly and build iteratively.

4. Jira Service Management

Jira Service Management (JSM) brings one big advantage to the table—tight alignment with developer workflows. It is the natural choice for companies already using Atlassian tools like Jira Software or Confluence. If your ITSM model sits close to your engineering teams, JSM gives you speed, visibility, and context.

Its strongest differentiator is its support for change management and incident response in DevOps-heavy setups. Teams can link issues to code changes, deployment alerts, or on-call responders in real time. This helps cut downtime and allows better root-cause analysis when something breaks.

From the report, JSM shows solid performance in time-to-value and collaboration. It is easy to launch within existing Atlassian ecosystems, and the pricing model works well for scaling across teams. AI features are emerging but not as advanced as some GenAI-first competitors.

JSM works best for tech-forward organizations where IT and engineering are deeply connected. It may not offer the depth of ITIL alignment some enterprises need, but for modern agile teams, it delivers quick results with low overhead. The result? Faster problem-solving and fewer silos between service teams and builders.

5. ManageEngine

ManageEngine is built for buyers who need full ITSM coverage without stretching the budget. It delivers strong performance across all major service management modules including incident, change, asset, and problem management. For mid-market and large enterprises where value matters, it checks most boxes.

What makes it stand out is the range of features included at a competitive price. Remote support, endpoint management, asset discovery, and even early-stage GenAI capabilities like Zia come bundled. These are features that often require premium upgrades elsewhere.

The report highlights successful adoption in education, healthcare, and government—sectors where compliance matters but budget flexibility is limited. Buyers appreciated how quickly they could go live and the fact that one platform could replace multiple disjointed tools.

There are trade-offs. Setup can be complex without expert guidance. And for very large, ITIL-heavy organizations, some workflows may need customization to scale well across regions.

Still, for IT leaders looking to drive maturity and outcomes with predictable costs, ManageEngine brings a solid, cost-effective option to the table.

Service Operations: The New Battleground

Service operations have emerged as the new battleground in the ITSM market, with businesses demanding more from their ITSM platforms than ever before. Today’s organizations expect robust capabilities for incident management, problem management, and request management—all delivered seamlessly to support evolving business needs.

Vendors are responding by embedding AI applications directly into their ITSM tools, driving smarter automation, faster resolution times, and higher customer satisfaction. These AI-powered features are transforming service operations, enabling teams to proactively manage risk, streamline workflows, and deliver consistent, high-quality services across the business.

As the ITSM market grows more competitive, businesses must stay ahead by leveraging the latest technologies and best practices. Gartner research publications provided valuable insights into vendor capabilities and market trends, helping organizations choose ITSM platforms that align with their unique requirements. Now, Xurrent recommends reading Research In Action’s 2025 ITSM Vendor Selection Matrix. This matrix, based on insights from 250,000 global buyers, helps buyers stay ahead of 2025’s top trends and discover which vendors are leading the charge in IT and Enterprise Service operations..

Why AI Can’t Be an Add-on Anymore

AI in ITSM used to be a checkbox. A bot in one corner, a suggestion engine in another. In 2025, that approach feels like bolting a spoiler onto a car without an engine. Today’s IT teams are expected to move faster, reduce costs, and improve service quality. That level of performance needs AI built into the foundation. Artificial intelligence applications in IT service management now analyze ITSM data and support workflows such as incident, problem, and change management, enabling smarter, more efficient operations.

That is why we launched Sera AI.

Sera AI powers intelligent service management inside Xurrent. It goes beyond ticket automation and brings full-service orchestration across departments. With Sera AI, teams can:

• Auto-classify incoming tickets based on real historical data
• Summarize entire conversations so agents resolve faster
• Launch automations through natural language prompts
• Detect early signs of escalation through built-in sentiment analysis

Sera AI is already driving results across IT, HR, Ops, and Facilities. It learns from how your teams work and builds speed into every step, without extra setup. It also runs on AWS Bedrock, supports Bring Your Own Key encryption, and is fully compliant with C5, ISO-27001, and SOC 2 Type II standards.

Sera AI tools are designed to advise technology users by providing intelligent recommendations and actionable insights, helping both IT service desk agents and end-users make better decisions and improve workflows.

Xurrent is designed for a new standard. One where intelligence is infused into every layer of service delivery, not tacked on after go-live.

What to Choose Based on Size & Complexity

Every ITSM platform claims to scale. Few actually deliver when complexity rises. The real test comes when ticket volumes surge, org charts shift, or your business expands into new geographies with strict compliance needs. Some platforms have been featured in leading industry reports, underscoring their credibility and recognition among top ITSM solutions.

That is when platform fit matters most. When evaluating these platforms, it's important to consider not only broad market assessments but also critical capabilities research, which provides detailed, feature-specific insights into each vendor's strengths.

Enterprise (10,000+ employees)

For global teams managing layered workflows and regulatory-heavy environments, the platform must be robust, secure, and deeply configurable.

What works:

• ServiceNow leads this space. It is suited for heavily customized, large-scale environments with in-house teams to manage complexity.
• Xurrent meets the same demands without the six-month onboarding or reliance on system integrators. It offers automation depth, secure AI, and scalable architecture that large IT teams can use effectively from day one.

Mid-market (2,500 to 10,000 employees)

These organizations need stability, quick deployment, and smart automation. They are past the point of using entry-level tools but are not looking to manage a high-maintenance platform.

What works:

• Xurrent is a strong fit for mid-market teams. It combines quick time to value, intuitive workflows, and enterprise-grade features that do not overwhelm the team.
• Jira Service Management fits companies with strong development workflows, especially if Atlassian tools are already in use.

Smaller orgs (under 2,500 employees)

Here, teams prioritize cost, simplicity, and tools that deliver immediate value without steep learning curves.

What works:

• Freshservice and ManageEngine offer entry-level options with baked-in ITIL processes and lighter admin overhead.
• Xurrent is ideal for smaller teams planning for rapid scale. It supports lean IT teams with out-of-the-box workflows while leaving headroom to grow.

Xurrent is not limited by headcount. It fits small teams and global enterprises alike by adapting to how your business evolves — not forcing you to reimplement every time it grows.

The Only Questions That Matter in 2025

When it comes to choosing an ITSM platform in 2025, the decision is no longer about who has the most features. It is about which platform clears the real-world hurdles that leaders face during implementation, security reviews, and daily operations. The most forward-looking buyers are asking sharper questions, and the best vendors are the ones that have clear, simple answers.

The first and most pressing question is around implementation. Can this platform go live in weeks, not quarters? Decision cycles have shortened, and leadership does not have time for a year-long integration. Buyers want a solution that connects with their existing tools, automates high-volume tasks out of the box, and requires minimal configuration to start delivering value. Xurrent is designed for precisely that. Most deployments go live within 45 days. Use cases like auto-routing, sentiment tagging, and SLA tracking are ready from day one. Teams can scale the platform as they go, without ripping and replacing.

Next is pricing transparency. Buyers are tired of hidden costs, upcharges for core features, and vague usage tiers. The question today is simple: what am I paying for, and what will I need to pay when I grow? With Xurrent, pricing is clean. Everything from core ticketing to GenAI capabilities is included in a flat license. No guesswork. No per-feature surprises. In an era where CFOs scrutinize every tech contract, this level of clarity has become a non-negotiable.

Then comes AI security. With GenAI embedded in IT workflows, buyers want to know exactly how their data is handled. Who owns the model? Where is it hosted? Is there enterprise-grade encryption? Xurrent leads here with a secure-by-design AI foundation. All models are hosted on AWS Bedrock, data stays private, and teams can bring their own keys. Security reviews that used to take weeks now move faster because every layer is already compliant.

Collaboration has also become a major buying factor. The ability to loop in Finance, HR, and Procurement into one seamless platform is not a nice-to-have anymore. Buyers want tools that can unify service management across departments. Xurrent’s modules are designed for exactly this—IT, Ops, HR, and Facilities can all operate in the same platform with tailored workflows. No more siloed service desks or manual handoffs.

These are the questions that separate platforms that work from those that drag.

Conclusion: The Future of ITSM Vendor Selection

The quadrant era is over. Buyers are no longer impressed by position—they care about performance. What matters now is whether the tool fits your team, scales with your business, and delivers value fast. Success is measured in how quickly your team can launch, how secure your data is when AI gets involved, and how smoothly your operations run across departments. Xurrent stands out not because it checks every feature box, but because it makes the entire ITSM experience easier, more advanced, and more complete. If that is the kind of ITSM you are looking for, then it is time to take a closer look.

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