11 Top ITSM Tools In 2020: Gartners Magic Quadrant

Other companies who captured approximately 1 percent share of the cloud market include Baidu, China Telecom, China Unicom, Fujitsu, NTT, Snowflake, SAP, Rackspace and VMware. Microsoft Azure revenue is included in the company’s Intelligent Cloud group, which generated a total of $28.5 billion in revenue during Q2 2024, up 19 percent year over year. Microsoft’s cloud market share saw a two-point share drop during the second quarter of 2024 compared to just one quarter ago.

BMC recently released an automation dashboard, introduced ChatOps integrations into third-party collaboration tools, and updated both discovery and AITSM functionality. ServiceNow won the gold medal for both execution and vision on Gartner’s 2020 Magic Quadrant for IT Service Management Tools. The Santa Clara, Calif.-based company’s service management product focuses on providing a single platform connecting ITSM and non-IT workflows, boosted by a set of native AIOps and ITOM extensions. Recently, ServiceNow made platform-level acquisitions to add native artificial intelligence (AI), machine learning (ML) and natural language processing functionality. Here’s the exact global cloud market share figures for AWS, Alibaba, Google Cloud, Microsoft and Salesforce for first quarter 2024 as the market increased to $76 billion. Here’s the global cloud market share results and six world leaders for Q2 2024, which include AWS, Alibaba, Google Cloud, Oracle, Microsoft and Salesforce, according to new market data.

No. 4: Alibaba

The San Francisco-based cloud and CRM specialist has consistently captured around 3 percent share of the global cloud market for the past several years. Axios Systems ranks among the middle of the pack for both execution and vision on Gartner’s Magic Quadrant. The U.K.-based company’s Assyst product focuses on extending ITSM across multiple channels, augmented by a broader set of operations management and IT business management extensions. Recently, the company introduced new product bundling for its self-service offerings, updated mobile support features and added integrations into Azure Cognitive Services. The Salt Lake City-based company’s Service Manager product is focused on driving more support automation for edge devices through a combination of automation and self-service capabilities. Last month, Ivanti announced its intentions to acquire MobileIron and Pulse Secure in deals to boost its endpoint device automation and security technology.

Cloud and CRM superstar Salesforce ranked No. 5 in the global cloud market in the fourth quarter by winning 3 percent share. Alibaba continues to capture about 4 percent share of the global cloud services market as of first quarter 2024. AWS, Google Cloud and Microsoft Azure—combined—accounted ChatGPT for a whopping 67 percent share of the $76 billion global cloud services market in Q1 2024, according to new data from IT market research firm Synergy. Freshworks ranks No. 5 for execution and among the middle of the pack for vision on Gartner’s Magic Quadrant.

Challenger: Cherwell Software

Google Cloud generated a total of $10.3 billion in sales during Q2 2024, representing a 29 percent year over year growth rate. To be included in Gartner’s 2020 Magic Quadrant for IT Service Management Tools, vendors needed at least $40 million in annual revenue derived from ITSM products with at least 20 percent year over year growth. Mountain View, Calif.-based Google Cloud entered the cloud computing market less than a decade ago. Following the hiring of Google Cloud CEO Thomas Kurian in 2018, the company has exploded over the past six years and cemented itself as the world’s third-largest cloud player. “The last quarter of the year usually benefits from a seasonal bounce with quarterly spending increasing much more than in the first three quarters, but this quarter set a record.

All three of these software and tech giants won around 2 percent share of the global cloud services market during fourth-quarter 2023. Google’s cloud business, Google Cloud, won 11 percent share of the global cloud services market in the fourth quarter. Google’s cloud business won a record 12 percent share of the global cloud services market during the second quarter.

Leader: Ivanti

ManageEngine, the IT management division of Zoho Corp., offers ServiceDesk Plus which provides a low-overhead ITSM tool with integration to its broader suite of products. Ove the past 12 months, ManageEngine released several updates to the core product such as introducing a release management module and expanded its graphical workflow support. ITSM tools help organizations manage the consumption of IT services, the infrastructure that supports the services and the businesses responsibility in delivering value with the services. AWS generated $24.2 billion in sales during fourth-quarter 2023 with the cloud giant now on a $97 billion annual run rate. Synergy’s Dinsdale said that although Google Cloud didn’t gain a full 1 point market share year over year in fourth-quarter 2023, the company’s “share moved higher,” likely close to hitting 12 percent market share. Microsoft’s Intelligent Cloud business generated $26.7 billion in revenue during the first quarter, which means Microsoft’s cloud group has an annual rate of $107 billion.

Q4 spending jumped by $5.6 billion from the previous quarter, representing by far the biggest sequential increase the cloud market has ever achieved,” said Dinsdale. CRN takes a look at the top five cloud market-share leaders of fourth-quarter 2023, which included Alibaba, AWS, Google Cloud, Microsoft Azure and Salesforce. Here are the cloud market-share results for fourth-quarter 2023 for the top five leaders—AWS, Alibaba, Google Cloud, Microsoft and Salesforce—as spending ballooned to $74 billion. Other companies that have a market share of 1 percent (to the nearest percentage point) include Baidu, China Telecom, China Unicom, Huawei, Fujitsu, NTT, Snowflake, SAP, Rackspace and VMware. Other companies that won market share of approximately 1 percent during Q include Baidu, China Telecom, China Unicom, Fujitsu, NTT, Snowflake, SAP, Rackspace and VMware. Alibaba’s Cloud Intelligence Group generated nearly $4 billion in sales during fourth quarter 2023, up 3 percent year over year.

Microsoft is continuing to narrow the gap between itself and AWS as the king of cloud computing. The San Francisco-based company doubled down on new cloud offerings as well as partnerships with the big three—Google Cloud, Microsoft Azure and AWS—in 2023.

AWS, Google, Microsoft Battle Over $76B Q1 Cloud Market Share

Cracking into the top six cloud market leadership list during Q was Oracle, who tied for fifth place in the cloud service market rankings. Here are the 11 market leading companies that made Gartner‘s Magic Quadrant For IT Service Management Tools, along with assessments of each company’s strengths and weaknesses in the space. “Microsoft had reason to be very satisfied, as its market share aws chatops increased by almost 2 full percentage points to reach a new high,” said Dinsdale. The San Francisco-based company generated nearly $35 billion in total sales in 2023, up 11 percent year over year. However, the underlying strength of the market is more than compensating for those constraints, aided in no small part by the impact of generative AI technology and services,” he said.

• Here are the current enterprise cloud services market share figures for AWS, Alibaba, Google, Microsoft and Salesforce that every partner, investor and customer should know in 2024.
• ManageEngine, the IT management division of Zoho Corp., offers ServiceDesk Plus which provides a low-overhead ITSM tool with integration to its broader suite of products.
• The cloud company has won between 4 percent to 6 percent global market share over the past several years.
• The Redmond, Wash.-based company has grown its global cloud market share by nearly 3 points over just the past two years, with Microsoft owning just 21 percent share in fourth-quarter 2021.
• “The last quarter of the year usually benefits from a seasonal bounce with quarterly spending increasing much more than in the first three quarters, but this quarter set a record.

Enterprise spending on cloud infrastructure services during the second quarter of 2024 reached $79 billion. This represents a $14.1 billion, or 22 percent, increase year over year compared to Q2 2023. The Colorado Springs-based company’s Cherwell Service Management product provides ITSM capabilities built on a low-code platform and extension into other business workflows. Recent launches from Cherwell include a new UI, Slack Integration, sentiment analysis and virtual agent updates. The Mountain View, Calif.-based company’s cloud business, Google Cloud, generated $9.6 billion in revenue during Q1 2024, up a whopping 28 percent year over year. CRM and cloud giant Salesforce captured 3 percent of the global cloud services market to rank at No. 5 in the first quarter of 2024.

Although a global IT titan in several markets, IBM ranks in last place for both execution and vision on Gartner’s Magic Quadrant. The Armonk, N.Y.-based company’s Control Desk product extends IBM’s ITSM capabilities to IBM Global Technology Services customers, along with those looking for deeper enterprise asset management integration. IBM has recently enabled container-based deployment and out-of-the-box integration into Watson Assistant. IBM this month unveiled plans to split into two by creating a publicly held spin-off of its behemoth Global Technology Services’ managed infrastructure services unit. Since 2019, Google has been the perennial third place winner in terms of global cloud market share. IBM, Oracle and China-based Tencent consistently battle to crack into the top five cloud market rankings.

Google Cloud increased its global market share by one point in Q both on a year over year and quarter over quarter basis. Alibaba has constantly been ranked No. 4 in the rankings for the past several quarters, typically owning between 4 percent to 6 percent of the global market share. The Austin, Texas-based software and cloud specialist won 3 percent global share of the cloud market during the second quarter of 2024. EasyVita ranks No. 5 for vision and among the middle of the pack for execution on Gartner’s Magic Quadrant. With headquarters in New York City and France, the company’s EV Service Manager product is focused on providing a low-overhead ITSM tool with guided knowledge management to support both business and IT consumers.

Micro Focus ranks among the middle of the pack for both execution and vision on Gartner’s Magic Quadrant. The U.K.-based company’s Service Management Automation X (SMAX) provides core ITSM capabilities on a no-code platform integrated into Micro Focus’ broader suite of enterprise software products. Micro Focus has recently added a SaaS offering and the ability to ChatGPT App extend SMAX with custom apps. Last year, Micro Focus brought its own and HPE’s software channels together to create a single partner program. Oracle along with Chinese IT giants Huawei and Tencent are also trying to rise about the heated cloud competition. All three companies won around 2 percent share of the global cloud services market in first quarter 2024.

You can foun additiona information about ai customer service and artificial intelligence and NLP. Enterprise spending on cloud companies’ infrastructure services was well over $76 billion during the first quarter of 2024. This represents an increase of $13.5 billion or 21 percent year over year compared to Q1 2023. AWS remains the dominant worldwide cloud services market leader as of Q by winning 32 percent share. Salesforce tied for fifth place in the worldwide cloud market during the second quarter by winning 3 percent share. It is key to note that in fourth-quarter 2023, Salesforce overtook IBM as the world’s No. 5 market-share player.

Among the tier-two cloud providers, those with the highest year over year growth rates were Oracle, Huawei, Snowflake and MongoDB. In May 2023, Alibaba Group said it was going to spin off Alibaba Cloud, but it never happened. Six months later, Alibaba Group scraped the plan and said it would no longer spin off its cloud business due to uncertainties created by geopolitical issues, such as U.S. export curbs on AI chips. Overall, Synergy Research Group is forecasting that the cloud market will continue to expand substantially over the next few years.

• AWS generated $26.3 billion in total revenue during second quarter 2024, representing an increase of 19 percent year over year.
• This represents a $14.1 billion, or 22 percent, increase year over year compared to Q2 2023.
• China’s largest and most dominant cloud company, Alibaba, won 4 percent share of the global cloud services market during fourth-quarter 2023.
• Synergy’s Dinsdale said that although Google Cloud didn’t gain a full 1 point market share year over year in fourth-quarter 2023, the company’s “share moved higher,” likely close to hitting 12 percent market share.
• Enterprise spending on cloud infrastructure services during the second quarter of 2024 reached $79 billion.
• Here are the 11 market leading companies that made Gartner‘s Magic Quadrant For IT Service Management Tools, along with assessments of each company’s strengths and weaknesses in the space.

The Redmond, Wash.-based company has grown its global cloud market share by nearly 3 points over just the past two years, with Microsoft owning just 21 percent share in fourth-quarter 2021. The world’s largest software company won 24 percent share of the global cloud services market during fourth-quarter 2023. Although Alibaba ranks No. 4 in the worldwide cloud market, its share has been falling year after year. In fourth-quarter 2021, the company won 6 percent share of the global cloud market, then only 5 percent share one year later in fourth-quarter 2022. However, IBM’s share has lowered consistently over the past several years with the company winning 2 percent share in Q1 2024. Alibaba subsidiary, Alibaba Cloud, is the Chinese-based company’s cloud computing business.