Shaun Ericson from Cireson post an interesting article the other day, discussing why Service Manager doesn't appear in Gartner's Magic Quadrant alongside other staple service desk vendors such as LanDesk, BMC, Hornbill etc.
You can find the post here:
This has also started some discussions on LinkedIn which you can find here:
Kathleen Wilson on that discussion raises a very good point. a) You have to pay to be ranked b) What benefit/ROI will being ranked give Microsoft & Service Manager?
While I do feel it a shame that SCSM isn't on the Quadrant, purely down to the solution being more than capable of holding it's own against the other competitors, I'm not so sure adding it would bring much more value.
As Shaun says in his post, the overall approach with SCSM is different from a normal call logging system. SCSM is designed to be the beating heart of your Service Management process and is there to offer unparalleled links into the other System Center components and help drive down your IT costs and time by automating all those mundane/time consuming tasks and delivering customer focused self-service.
What do you think? Read Shaun's post and then join in the discussion on LinkedIn.