Report:

A: This research evaluates 12 enterprise service management (ESM) providers across 24 criteria grouped into three categories: current offering (50% weight), strategy (50% weight), and market presence (0% weight). The evaluation focuses on multipurpose ESM platforms that connect knowledge workers across the enterprise, including employees, technology teams, and developers. Vendors must have annual revenues greater than $100 million and demonstrate significant market presence.

A: Technology professionals evaluating ESM platforms should use this research as a starting point for vendor selection. Organizations looking for providers that support collaborative workflows across the enterprise, integrate with other technologies for seamless information flow, and use AI/ML/generative AI to accelerate knowledge work will benefit from this evaluation. The downloadable Excel-based vendor comparison tool allows readers to customize criteria weightings based on their specific requirements.

A: To be included in this Forrester Wave evaluation, vendors must have: (1) A multipurpose ESM platform that connects knowledge workers across the enterprise, including employees, technology teams, and developers - not just ITSM capabilities; (2) Relevance to Forrester clients, meaning the vendor is frequently discussed in client inquiries or warrants inclusion based on technology innovation, market presence, or demonstrated client interest; (3) Annual revenues greater than $100 million, demonstrating they are a significant player in the ESM market with proven market performance.

A:

• Platform is single-purpose or limited to ITSM only without broader ESM capabilities
• Unable to connect knowledge workers across the full enterprise spectrum (employees, technology teams, and developers)
• Annual revenues below $100 million threshold
• Lack of relevance to Forrester clients - not frequently discussed in inquiries and insufficient technology, market presence, or client interest to warrant inclusion
• Vendor declined to participate in the evaluation process
• Vendor only partially participated in the evaluation process

A:

• Support for collaborative workflows across the enterprise and teams - ability to assign work across business lines, IT, and developers with alerts, notifications, and service-level targets
• Balance between agility/flexibility and full-featured capabilities - avoiding bottlenecks from overly complex platforms
• Integration capabilities with other technologies for seamless collaboration and information flow across the value stream
• Visibility into end-to-end value stream from customers to developers
• AI, ML, and generative AI capabilities to accelerate knowledge work including ticket routing, alert filtering, corrective actions, and risk assessment
• Generative AI impact on knowledge management, natural language chat with data, simplified workflow creation, and improved chatbot experience
• Platform's ability to track business digital assets as well as IT assets
• Service portals that include knowledge and requests for all departments, not just IT, HR, and facilities

A:

• Application of ITSM practices to broader organization leading to ESM as platform differentiator
• Increasing maturity in building business workflows across vendor landscape
• Vendors turning to AI, ML, and generative AI to create market distinction
• Feature-rich platforms with strong user and vendor communities
• Platforms now serving entire business beyond IT - operations, product development, customer service
• Connected workflows enabling collaboration across customers, support organizations, and developers
• Market evolution toward platforms managing complete business outcomes rather than just service management
• Rich repository of ticket data enabling fine-tuning of large learning models
• Security controls embedded in ESM making them ideal for generative AI experimentation

A: Strength of Current Offering (vertical axis) evaluates the vendor's existing product capabilities, focusing on functional modules, platform capabilities, and technology management features. It represents what the vendor can deliver today. Strength of Strategy (horizontal axis) evaluates the vendor's future direction and ability to execute, including vision, innovation, roadmap, partner ecosystem, adoption approach, pricing model, and community engagement. It represents where the vendor is headed and how well-positioned they are for future market needs.