Swish AI recognized as a Representative Vendor in the 2023 Gartner® Market Guide for Artificial Intelligence Applications in IT Service Management


We are thrilled to announce that Swish AI has been recognized in the 2023 Gartner Market Guide for Artificial Intelligence Applications in IT Service Management, published on December 13, 2023. We believe, this  recognition underscores our commitment to innovation and excellence in the AI ITSM field, particularly in the use case of AI Advisory.

Gartner Recognition

For us, being recognised in Gartners Market Guide is a significant milestone for Swish AI. Gartner, a leading research and advisory company, provides insights and analysis that are highly regarded in the IT industry. We believe, The recognition of Swish AI as a  Representative Vendor in the AI Applications in ITSM use case  validates our efforts to deliver cutting-edge solutions that drive ITSM performance intelligence.

Trends & Research

Swish AI ITSM Advisory Emerges as a Pivotal Ally for Global 2000 CIOs

In today’s rapidly evolving IT landscape, CIOs and executive leaders are in constant pursuit of tools and methodologies that can transform their IT Service Management (ITSM) from a functional necessity into a strategic asset. Swish AI emerges as a pivotal ally in this quest, offering an advanced platform that revolutionizes ITSM intelligence.

Swish AI is not merely a tool; it’s an intelligent advisor that provides deep insights into the ITSM ecosystem. For CIOs, this means having a crystal-clear visibility into the performance of various divisions, functions, or groups within their organization. This level of detail extends beyond mere metrics; Swish AI’s platform interprets and understands the underlying trends and patterns, offering a monthly performance analysis that is both comprehensive and actionable.

One of the critical challenges in ITSM is not just identifying which areas are underperforming but understanding the root causes behind these trends. Swish AI excels in this area by leveraging sophisticated Natural Language Processing (NLP) clustering and process mining techniques. These technologies work in tandem to not only pinpoint areas of concern but also to elucidate the underlying reasons for performance dips or gains. This level of insight is crucial for CIOs and executives as it enables them to make informed decisions, prioritizing initiatives and resources effectively.

Moreover, Swish AI’s intelligence goes beyond diagnosis to prescribe actionable strategies. It empowers leaders to not only identify areas needing attention but also to understand how to execute the right actions for improvement. This approach is vital in shifting ITSM from a reactive to a proactive stance, ensuring that IT services are not just supporting but driving business objectives.

Driving Innovation through a unique fusion of Natural Language Processing (NLP) and Business Process Mining (BPM)

At Swish AI, we harness the power of Natural Language Processing (NLP) clustering to revolutionize ITSM data analysis. NLP clustering goes beyond mere data sorting; it involves deep linguistic analysis to understand the context and nuances of each service ticket. This process not only categorizes tickets based on their content but also uncovers underlying patterns and relationships, enabling precise identification of common issues and their most effective solutions.

Complementing this, our process mining technology offers a macroscopic view of ITSM operations. This isn’t just data tracking; it’s an advanced analytical approach that maps and analyzes the workflow of ITSM processes. By doing so, we identify bottlenecks, redundancies, and deviations from the ideal process flow. This comprehensive understanding allows us to refine and optimize ITSM operations, ensuring they are not just efficient but also adaptable to the evolving needs of large-scale enterprises.

In essence, Swish AI is not just about providing AI solutions; it’s about reshaping ITSM into a more intelligent, responsive, and efficient domain, driving innovation and performance in IT service management.

Looking to the Future

As Swish AI strides into the future, our focus intensifies on serving enterprise Fortune 2000 companies, delivering unparalleled insights to key IT decision-makers, including CIOs and IT leaders. Our commitment to these high-profile enterprises is not just about providing AI solutions; it’s about shaping a future where AI in ITSM offers strategic, actionable intelligence at an executive level. This forward-looking approach ensures that IT executives are equipped with the insights needed to make informed decisions, driving efficiency and innovation in some of the world’s most influential companies.


The Gartner recognition  is a proud moment for the Swish AI team. We believe it is a strong indicator of our commitment in the AI ITSM landscape. We are excited about the future and remain dedicated to enhancing IT service management through innovative AI solutions.

For further insights and a deeper understanding of the ITSM market landscape,  Gartner subscribers can access the Gartner Market Guide report here: Gartner, Market Guide for Artificial Intelligence Applications in IT Service Management, Chris Matchett, Rich Doheny, Chris Laske, Mark Cleary, 13 December 2023

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