Expanding scope of ESM software helps
companies streamline complex processes, manage digital assets
across multiple functions, ISG Provider Lens™ report says
Enterprises around the world are increasingly adopting
enterprise service management (ESM) software to accelerate digital
transformation, according to a new research report published today
by Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm.
The global 2023 ISG Provider Lens™ Enterprise Service Management
— Software report finds that ESM software vendors are quickly
modernizing platforms to improve more enterprise functions and meet
rising expectations of digitalization and automation. Most workflow
platforms are now cloud-native, scalable, agile and customizable by
non-programmers.
“The proliferation of data and demand for new employee and
customer experiences are making comprehensive ESM platforms
essential for many companies,” said Andy Miears, director, adaptive
organization, with ISG. “Software providers are constantly
enhancing their capabilities.”
Modern ESM platforms offer integration across processes in many
enterprise functions, including HR, marketing, sales and legal
affairs, so companies can manage requests across teams to
streamline operations, ISG says. Self-service portals and
integrated service management features enable employees to carry
out, track and respond to all types of organizational changes.
Modern process design features are making ESM software more
customizable, opening up the possibility of adding capabilities
such as intelligent document processing, conversational AI and
process discovery, the report says. Low-code/no-code development
tools, which allow organizations to automate the repetitive manual
tasks in their processes, are expected to drive more adoption of
ESM platforms at all organizational levels.
With growing digitalization, recording, tracking and monitoring
digital assets is also becoming a significant effort for many
organizations, ISG says. Orchestration, visualization, predictive
intelligence and data analytics are increasingly important features
of ESM platforms.
“Effective asset management is more important than ever to avert
business disruptions,” said Jan Erik Aase, partner and global
leader, ISG Provider Lens Research. “ESM software providers are
helping to strengthen this function.”
It is becoming more common for companies to measure the
effectiveness of ESM software in terms of experience level
agreements (XLAs) and user experience quotient (UXQ), which
captures the user experience at every interaction point, ISG says.
As added features raise software licensing costs, providers are
building novel, attractive licensing models.
The report also examines other trends in ESM software, including
its role in monitoring and tracking enterprises’ risk, governance
and carbon emissions.
For more insights into the ESM challenges enterprises face,
along with advice for how to get the most value from ESM software,
see the ISG Provider Lens™ Focal Points briefing here.
The global 2023 ISG Provider Lens™ Enterprise Service Management
— Software report evaluates the capabilities of 20 providers in one
quadrant: ESM Platform Vendors — Global.
The report names Atlassian, BMC, Freshworks, Ivanti, ServiceNow
and SymphonyAI Summit as Leaders in the quadrant.
In addition, ManageEngine is named as a Rising Star — a company
with a “promising portfolio” and “high future potential” by ISG’s
definition — in the quadrant.
A customized version of the report is available from SymphonyAI
Summit.
The global 2023 ISG Provider Lens™ Enterprise Service Management
— Software report is available to subscribers or for one-time
purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, with additional markets to be
added in the future. For more information about ISG Provider Lens
research, please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,600
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230327005518/en/
Press Contacts:
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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