USU was recognized by customers on Gartner Peer Insights™ as a Strong Performer in the July 2025 Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Platforms report. According to Gartner “IT service management platforms provide workflow management and automation solutions that improve integrated IT services and enhance employee productivity.”
Gartner Peer Insights is a public platform that offers verified, first-hand reviews and ratings of enterprise technology solutions by end-user professionals for end-user professionals.
The “Voice of the Customer” is a document that applies a methodology to aggregated Gartner Peer Insights’ reviews in a market to provide an overall perspective for IT decision makers. The “Voice of the Customer” quadrant, identifies “all eligible vendors in the market categorized into four quadrants based on scores assigned for User Interest and Adoption (x-axis), and Overall Experience (y-axis).”
According to Gartner, the same eligibility requirements and weighting used in the “Voice of the Customer” quadrants also apply for ratings in the vendor summary figures, including overall star rating, willingness to recommend and rating by category. Based on 23 total reviews on Gartner Peer Insights™ as of 31 May 2025, USU has an Overall Rating of 4.6 out of 5 and a willingness to recommend of 90 % in the field of IT Service Management Platforms.
“Cooperation is at a high level, requests for advice on the product or support with implementations are always responded to quickly. With its modules and customizing features, the tool offers many options to implement business and service management processes.”
“We are deeply grateful for the positive feedback from our customers and think that being recognized as a Strong Performer in the 2025 Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Platforms confirms that the USU ITSM Platform delivers real value in complex IT environments. Our strengths lie in the platform’s modular architecture, high degree of configurability, and ability to support end-to-end service management processes. Customers particularly value our responsive support and the close, collaborative approach we take to implementation and optimization. This acknowledgement encourages us to continue enhancing the platform with a strong focus on automation, usability, and enterprise integration.”
Gartner, Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Platforms, Peer Contributors, 30 July 2025, complimentary copy is available here.