ISG Provider Lens™ Enterprise Service Management – Tools and Services - Global Summary Report 2021
Growing demand for ESM solutions
Enterprises are required to expand their service management capabilities beyond IT to a more comprehensive, enterprise-wide perspective – leading to a shift in focus toward enhancing legacy ITSM solutions to ESM implementations. Enterprises now consider ESM as a long-term strategy that will have a significant impact across several business areas for the coming years. Enterprises also believe that ESM solutions can help to improve automation and workflows across departments including IT, HR and facilities. All these factors have led to an increase in demand for ESM solutions.
Growing demand for plug-and-play solutions
Enterprises prefer quick implementation of ESM solutions and as such are seeking for service providers that provide plug-and-play solutions and ready-to-deploy codes for making the implementation process faster. Another major reason behind the growing adoption of plug-and-play solutions among enterprises is their lack of maturity in implementing ESM solutions. This leads enterprises to rely on service providers to deliver “best practices” based on pre-packed solutions.
Automation on the rise
COVID-19 has deepened the connection between business and technology as companies are required to digitize and automate their departments for a smooth remote working environment with virtual teams. Many enterprises have identified the changing business needs due to the pandemic and are focusing on strengthening their ESM capabilities, considering it as a strong enabler for remote and decentralized work environment. One of the major areas where ESM tools have been put to great use by enterprises is in the HR department for dealing with various aspects including safe return to work, time tracking, leave management, and salary changes associated with the pandemic.
Access to the full report requires a subscription to ISG Research. Please contact us for subscription inquiries.