October 28, 2009 08:30 ET Positioned in the Visionaries Quadrant in the Magic Quadrant for IT Service Desk Delivers IT Service Management Power Through Simplicity

SAN DIEGO, CA--(Marketwire - October 28, 2009) -, the pioneer of modern SaaS for IT service management, today announced it has been positioned by Gartner, Inc. in the Visionaries quadrant of the 2009 'Magic Quadrant for the IT Service Desk'(1) report. has created a completely new IT service management technology experience by providing a powerful yet simple enterprise IT service desk application that was built on the Web, for the Web and delivered via software-as-a-service (SaaS).

Fred Luddy, CEO, said, " made a stunning entrance into the IT service management market by delivering a radical alternative to the status quo. We are a nimble company with a philosophy and functionality that resonates with the real-world of IT service management. We will continue to surpass customer expectations with a fanatical focus on excellence and powerful simplicity. What we do well we will do even better."

According to Gartner research, "The IT service desk market is mature and highly competitive, and vendors are being selected not because of core incident management functionality, but because of their licensing models, ease of implementation and breadth of IT service management tool offerings."

During the last 12 months, has helped more than 100 enterprise IT organizations achieve their IT service objectives through modern SaaS and efficient and effective implementation services. Ninety-three percent of all customers, including many of the largest and most complex IT organizations in the world, are in full production today with the balance representing new customers on their way.

Many IT organizations turn to after an on-premise ITSM software project failed to get into production, was only partially implemented or was stuck in version lock. delivers major new product releases three times per year to more than 320 customers through an automated upgrade process. Because takes responsibility for the application, customers can focus on delivering quality IT service through the adoption of IT process best practices such as those outlined in the IT Infrastructure Library (ITIL). customers utilize the application to automate the management of service request, incident, problem, change, and knowledge management. is also used for IT project management, service catalog, discovery and application dependency mapping, CMDB, IT asset management and as a custom application development platform.

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About enterprise IT service management software combines ITIL v3 process support, modern SaaS delivery, and modern Web functionality to provide a flexible, intuitive and self-managing application. was founded by Fred Luddy, former CTO of Peregrine Systems and Remedy. The company is based in Solana Beach, Calif. and has more than 320 enterprise customers worldwide. For more information, please visit

The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

(1) Gartner, "Magic Quadrant for the IT Service Desk," David Coyle and Kris Brittain, Oct. 16, 2009.

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