The Forrester Wave™: Enterprise Service Management, Q4 2023
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were added in this report.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were dropped in this report.
The evaluation included vendors marked as nonparticipating vendors in the Forrester Wave graphic that met the defined inclusion criteria but declined to participate in or contributed only partially to the evaluation. These vendors were scored in accordance with Forrester's vendor participation policy and their positioning was published along with those of the participating vendors.
A: Vendors may decline to participate in the full Forrester Wave evaluation process for various reasons. Zendesk's platform appears to have moved away from ESM and now focuses more on customer sales and support, marketing heavily toward digital-first companies. Broadcom has made few improvements to the CA Service Management platform since acquisition, with customer complaints continuing regarding price hikes, poor customer service, lack of consistency across the platform, and issues with contracting practices. Both vendors were scored and positioned according to Forrester's vendor participation policy despite not fully participating in the evaluation process.