Landscape Report

Now Tech: Enterprise Service Management Providers, Q3 2018

Forrester's Overview Of 22 ESM Providers

July 6th, 2018
Charles Betz, VP, Research Director
Charles Betz VP, Research Director
With contributors:
Will McKeon-White , Sandy Rogers , Diane Lynch

Summary

Enterprise service management (ESM) offerings provide user access to enterprise business and IT services, enable creation of new solution and support workflows, and improve visibility into overall service demand and execution. As ESM vendors expand IT service management (ITSM) technical capabilities with enhanced platform-as-a-service (PaaS) and app store capabilities, infrastructure and operations (I&O) professionals are unlocking new value and improving service experiences. But to capture these benefits, you'll first have to select from a diverse set of vendors — vendors that vary by size, functionality, geography, and vertical market focus. I&O professionals should use this Forrester Now Tech report to understand the primary segments and capabilities of ESM providers to inform their technology purchasing strategies.

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