ISG to Evaluate Enterprise Service Management in the U.S. and Worldwide
Information Services Group (ISG) (Nasdaq: III) has initiated a comprehensive research study examining enterprise service management (ESM) providers and solutions. The study will result in two ISG Provider Lens™ reports: one focusing on ESM Services in the U.S. market and another on ESM Software globally, both scheduled for September release.
The research encompasses over 140 U.S. ESM service providers and 40 global software providers, evaluating their capabilities across multiple quadrants including Consulting and Advisory Services, Implementation and Integration Services, and Managed Services for Converged IT and Business Operations. The software report will assess Enterprise Service and Workflow Management Platforms.
ESM has evolved from IT service management (ITSM) to now cover various business functions like HR, finance, operations, and customer service. Providers are developing AI-driven decision engines to optimize workflows, enhance predictive analytics, and streamline service orchestration between business and IT operations.
Information Services Group (ISG) (Nasdaq: III) ha avviato uno studio di ricerca completo che esamina i fornitori e le soluzioni di gestione dei servizi aziendali (ESM). Lo studio darà origine a due rapporti ISG Provider Lens™: uno focalizzato sui servizi ESM nel mercato statunitense e l'altro sul software ESM a livello globale, entrambi previsti per il rilascio a settembre.
La ricerca comprende oltre 140 fornitori di servizi ESM negli Stati Uniti e 40 fornitori di software globali, valutando le loro capacità in diversi quadranti, tra cui Servizi di consulenza e advisory, Servizi di implementazione e integrazione, e Servizi gestiti per le operazioni IT e aziendali integrate. Il rapporto sul software valuterà le piattaforme di gestione dei servizi aziendali e dei flussi di lavoro.
L'ESM si è evoluto dalla gestione dei servizi IT (ITSM) per coprire ora varie funzioni aziendali come HR, finanza, operazioni e servizio clienti. I fornitori stanno sviluppando motori decisionali basati sull'IA per ottimizzare i flussi di lavoro, migliorare l'analisi predittiva e semplificare l'orchestrazione dei servizi tra le operazioni aziendali e IT.
Information Services Group (ISG) (Nasdaq: III) ha iniciado un estudio de investigación integral que examina a los proveedores y soluciones de gestión de servicios empresariales (ESM). El estudio dará lugar a dos informes de ISG Provider Lens™: uno centrado en los servicios ESM en el mercado de EE. UU. y otro sobre software ESM a nivel global, ambos programados para su lanzamiento en septiembre.
La investigación abarca más de 140 proveedores de servicios ESM en EE. UU. y 40 proveedores de software globales, evaluando sus capacidades en múltiples cuadrantes, incluidos Servicios de Consultoría y Asesoría, Servicios de Implementación e Integración, y Servicios Gestionados para Operaciones IT y Empresariales Convergentes. El informe de software evaluará las plataformas de Gestión de Servicios Empresariales y de Flujos de Trabajo.
El ESM ha evolucionado de la gestión de servicios IT (ITSM) para ahora abarcar diversas funciones empresariales como RRHH, finanzas, operaciones y servicio al cliente. Los proveedores están desarrollando motores de decisión impulsados por IA para optimizar flujos de trabajo, mejorar la analítica predictiva y simplificar la orquestación de servicios entre las operaciones empresariales y de IT.
정보 서비스 그룹 (ISG) (Nasdaq: III)는 기업 서비스 관리 (ESM) 공급자 및 솔루션을 조사하는 포괄적인 연구를 시작했습니다. 이 연구는 미국 시장의 ESM 서비스에 초점을 맞춘 보고서와 전 세계 ESM 소프트웨어에 관한 보고서, 두 개의 ISG Provider Lens™ 보고서를 생성할 것입니다. 두 보고서는 모두 9월에 발표될 예정입니다.
이 연구는 미국의 140개 ESM 서비스 공급자와 전 세계 40개 소프트웨어 공급자를 포함하여 그들의 역량을 컨설팅 및 자문 서비스, 구현 및 통합 서비스, 통합 IT 및 비즈니스 운영을 위한 관리 서비스 등 여러 분야에서 평가합니다. 소프트웨어 보고서는 기업 서비스 및 워크플로우 관리 플랫폼을 평가할 것입니다.
ESM은 IT 서비스 관리 (ITSM)에서 발전하여 이제 HR, 재무, 운영 및 고객 서비스와 같은 다양한 비즈니스 기능을 포함하게 되었습니다. 공급자들은 AI 기반 의사 결정 엔진을 개발하여 워크플로우를 최적화하고, 예측 분석을 향상시키며, 비즈니스와 IT 운영 간의 서비스 오케스트레이션을 간소화하고 있습니다.
Information Services Group (ISG) (Nasdaq: III) a lancé une étude de recherche complète examinant les fournisseurs et solutions de gestion des services d'entreprise (ESM). L'étude donnera lieu à deux rapports ISG Provider Lens™ : l'un axé sur les services ESM sur le marché américain et l'autre sur les logiciels ESM à l'échelle mondiale, tous deux prévus pour une publication en septembre.
La recherche couvre plus de 140 fournisseurs de services ESM aux États-Unis et 40 fournisseurs de logiciels mondiaux, évaluant leurs capacités dans plusieurs quadrants, y compris les services de conseil et d'accompagnement, les services d'implémentation et d'intégration, et les services gérés pour les opérations IT et commerciales convergentes. Le rapport sur les logiciels évaluera les plateformes de gestion des services d'entreprise et des flux de travail.
L'ESM a évolué de la gestion des services IT (ITSM) pour désormais couvrir diverses fonctions commerciales telles que les RH, les finances, les opérations et le service client. Les fournisseurs développent des moteurs décisionnels alimentés par l'IA pour optimiser les flux de travail, améliorer l'analyse prédictive et rationaliser l'orchestration des services entre les opérations commerciales et IT.
Information Services Group (ISG) (Nasdaq: III) hat eine umfassende Forschungsstudie gestartet, die Anbieter und Lösungen im Bereich des Enterprise Service Management (ESM) untersucht. Die Studie wird zu zwei ISG Provider Lens™ Berichten führen: einem, der sich auf ESM-Dienstleistungen im US-Markt konzentriert, und einem weiteren, der sich auf ESM-Software weltweit fokussiert, beide sind für eine Veröffentlichung im September geplant.
Die Forschung umfasst über 140 US-ESM-Dienstleister und 40 globale Softwareanbieter, die ihre Fähigkeiten in mehreren Quadranten bewerten, darunter Beratungs- und Beratungsdienste, Implementierungs- und Integrationsdienste sowie verwaltete Dienste für integrierte IT- und Geschäftsoperationen. Der Softwarebericht wird Plattformen für das Management von Unternehmensdiensten und Workflows bewerten.
ESM hat sich von der IT-Service-Management (ITSM) weiterentwickelt und deckt nun verschiedene Geschäftsbereiche wie HR, Finanzen, Betrieb und Kundenservice ab. Anbieter entwickeln KI-gesteuerte Entscheidungsmaschinen, um Arbeitsabläufe zu optimieren, prädiktive Analysen zu verbessern und die Service-Orchestrierung zwischen Geschäfts- und IT-Betrieb zu straffen.
- Launch of comprehensive market research study expanding ISG's advisory services portfolio
- Large-scale evaluation covering over 180 service and software providers globally
- Integration of customer experience (CX) data in provider evaluation methodology
- None.
Upcoming ISG Provider Lens™ reports will assess the competitive strengths of service providers and their portfolios for extending IT management principles across the enterprise
The study results will be published in a pair of comprehensive ISG Provider Lens™ reports geared to enterprise buyers: Enterprise Service Management – Services, covering the U.S. market, and Enterprise Service Management – Software, covering the global market. The reports, scheduled to be released in September, will evaluate service providers that offer functional knowledge, industry process experience, and diverse IT and software support competencies to enterprises, along with industry-aligned intelligent solutions catering to specific sector requirements.
Enterprise buyers will be able to use information from the reports to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.
Having evolved from the field of ITSM, enterprise service management (ESM) now encompasses various business and corporate functions, including HR, finance, operations and customer service, to create unified service experiences across organizations. Providers are working to develop AI-driven decision engines that optimize workflows, enhance predictive analytics and streamline service orchestration between the broader business and IT.
“In a digital-first era, ESM serves as a command center for data-driven decision-making, bridging enterprise functions and ensuring enterprise resilience,” said Heiko Henkes, managing director, ISG Provider Lens Research. “Service providers in this space are redefining user engagement through self-service portals and intuitive architectures, improving user satisfaction and efficiency.”
ISG has distributed surveys to more than 140 providers serving the
- Consulting and Advisory Services, evaluating providers on their expertise in driving enterprise service strategies, service design and engineering-led innovation across business, corporate and technology portfolios. These providers play critical roles in aligning strategic objectives with modern service management frameworks, ensuring operational excellence.
- Implementation and Integration Services, assessing providers specializing in seamless enterprise service implementation, system integration, engineering-led innovation and service transition strategies across business, corporate and technology portfolios. Providers must demonstrate excellence in workflow management platforms, ensuring automation-driven process efficiency and integrating internal business systems with external systems to enhance enterprise-wide interoperability.
- Managed Services for Converged IT and Business Ops, studying providers based on their expertise in enterprise service operations, performance optimization and continual service improvement across IT and business functions. Providers must leverage service automation, implementing AI-driven ITSM and workflow orchestration for enhanced operational efficiency, reliability and proactive monitoring.
In addition, ISG has distributed surveys to more than 40 providers of ESM software globally. This report will include the following quadrant:
- Enterprise Service and Workflow Management Platforms, evaluating software providers of end-to-end enterprise workflow automation, integrating IT and the business with customer-facing services. These platforms extend traditional ITSM into broader enterprise-wide automation, covering IT, HR, finance, procurement and customer service.
ISG analyst Ashwin Gaidhani will serve as lead author of both reports.
A list of identified providers and vendors and further details on the study are available in these digital brochures: Enterprise Service Management – Services and Enterprise Service Management - Software. Companies not listed as ESM software and service providers can contact ISG and ask to be included in the study.
All 2025 ISG Provider Lens™ evaluations feature expanded customer experience (CX) data that measures actual enterprise experience with specific provider services and solutions, based on ISG’s continuous CX research. Enterprise customers wishing to share their experience about a specific provider or vendor are invited to complete this online survey. Participants will receive a copy of this report in return for their feedback.
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
About ISG
ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
View source version on businesswire.com: https://www.businesswire.com/news/home/20250411075911/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
Source: Information Services Group, Inc.
FAQ
What are the key quadrants being evaluated in ISG's ESM Services report for III?
How many providers is ISG (III) surveying for their ESM research?
When will ISG (III) release their Enterprise Service Management reports?
What business functions does Enterprise Service Management now encompass according to ISG (III)?
