2025 Gartner® Voice of the Customer for IT Service Management Platforms

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The Voice of the Customer report summarizes Gartner® Peer Insights reviews to provide insights into IT Service Management platforms for IT decision-makers. Only vendors with 20 or more qualified, published reviews during the designated 18-month submission period are included in the report. This ensures a comprehensive view of the ITSM market, with vendors evaluated based on three key factors: the number of reviews, users’ willingness to recommend the product and review coverage across industries, company sizes, and regions.
In 2025, USU was recognized as a Strong Performer, distinguishing itself with a strong IT Service Management solution portfolio. Particularly noteworthy is the 90% recommendation rate. We are also pleased to have received a 4.6 out of 5-star rating overall based on 23 total reviews as of 31 May 2025 . 
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Direct peer reviews, customer requirements and rating distribution within the ITSM market
Experiences of industry peers with implementing and operating a solution

Don't miss out on this report to get the most out of your IT Service Management.

Gartner, Voice of the Customer for IT Service Management Platforms, By Peer Contributors, 30 July 2025.
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Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.
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