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« ITSM Weekly The Podcast (Episode 57) | Main | Enterprise.Next »

BREAKING NEWS: End of an Era

Today Gartner Analyst Jarod Green announces the "Retirement" of the Gartner Magic Quadrant for "IT Service Desk".

Unless you are Cher, Bette or a major league baseball player, retirement is usually not something you come back from.

If you listen to the ITSM Weekly Podcast we have been predicting this for some time. Today is truly the end of an era. 

Many things contributed to this in my personal opinion.  The biggest owner of this is the software companies that decided in lieu of innovation, to just add more child / parent relationships (read ITIL processes).

Ok ITSM software vendors your wakeup call has been issued.  Now get back to work and innovate.  Here I will give you a head start:

  1. Mobillity / Location (i.e. touch, gesture, headless ITSM etc)
  2. Gamification (
  3. Group messaging
  4. Reputation and Feedback
  5. Tablet Support (i.e. this is not mobile and NOT web)
  6. Customer Experience Management (see Ian Clayton)
  7. Call center / external support (see get satsifaction)
  8. Help Desk (i.e. see zendesk)
  9. Consolidate Help Desk, Customer Support, Call Center and CRM.
  10. Social IT / Social Knowledge / Social Media

If you are buying help desk, service desk ITSM software, DEMAND more, and use this announcement to DEMAND IT.

“IT’s” later than you think.




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Reader Comments (3)

Thanks for your opinions on this. At first I admit that I had to read the "retired" verbiage twice to make sure I understood what was going on. We only use the word "retired" around here to nicely saw we got rid of something that was worthless. IT services I mean - not talking about people; that would be immensely inappropriate.

My take was now that Gartner saw that ITSM packaged toolsets were more worthy of a Magic Quadrant because "Help Desk" tools alone are no longer viable as a standalone solution for IT. The assumption is that if you are only buying Help Desk tools there's now freeware for that which will fit your organization because it is too small and insignificant to buy the proper ITSM toolset that legit IT orgs are investing in. Sarcasm intended...

I think you are right about the the failure to innovate. I guess that Gartner is tired of yawning every time they have to update the quadrant and is just plain bored with it. Can't say I blame them. Probably the simplest and best answer.

April 12, 2011 | Unregistered CommenterPhil Day

YEAH - and I think Chris' list is a good starting point

In it's day, it was a good reference point, however like many IT Services, obsolescence was needed ...

April 13, 2011 | Unregistered CommenterJPCusty

Add to the list:

11. Support for sustainable IT

It is sad that the quadrant is no more - it was the source of so many heated arguments if serving no other purpose than that LOL

April 13, 2011 | Unregistered CommenterKaren Ferris

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by Chris Dancy