Wave Report

The Forrester Wave™: Enterprise Service Management, Q4 2021

The 15 Providers That Matter Most And How They Stack Up

December 6th, 2021
Charles Betz, VP, Research Director
Charles Betz VP, Research Director
Will McKeon-White, Senior Analyst
Will McKeon-White Senior Analyst
With contributors:
Lauren Nelson , Matthew Fernandes , Marissa Fritz

Summary

In our 22-criterion evaluation of enterprise service management (ESM) providers, we identified the 15 most significant ones — Atlassian, BMC Software, Broadcom, EasyVista, Freshworks, IBM, IFS, Ivanti, ManageEngine, Matrix42, Micro Focus, OmniNet, ServiceNow, TOPdesk, and USU Software — and researched, analyzed, and scored them. This report shows how each provider measures up and helps operations professionals select the right one for their needs.

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