Executive Summary: ISG Provider Lens™ Enterprise Service Management - Services & Solutions - U.S. 2022
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Enterprise Service Management – Convergence of Business, Corporate and IT Services
Enterprises have reengineered their approach by directing their focus towards workforce, workplace and workflow transformation. Their priority is to adopt and build a long-term strategy to converge and connect all existing business and organizational operations. Enterprise service management (ESM) has now become a critical point in executive strategy discussions. IT, as one of the major and strong lines in an organization, ensures that business and corporate services are available and accessible.
Service integration and management (SIAM) is a principal methodology that drives ESM fundamentals to evade process management singularity. It helps create an enterprise services mesh that will inherently connect services and processes at a core level. The service mesh concept involves building a scalable foundation for process frameworks and methodologies.
The fierce competition among workflow management solutions is reducing the distinction among ERP, BPM, CRM and service management solutions. ISG observes that service providers are increasingly adopting a comprehensive approach towards building a platform that helps build on top of existing features to integrate the distinguishing workplace, workforce and workflow solutions and products.
During ISG’s interactions with the service and software provider ecosystem, analysts have observed that most service management providers are increasingly adopting a product-centric approach for every domain. Their consumption mechanism, open integration with all platforms and instant value delivery persuades enterprises to build products that improve the user experience and interface. These platforms are emerging into a new source of intelligent data generation and collection, with an emphasis on process, people and combined behavior.
Emerging technologies play a crucial role in enhancing the capability to visualize and learn various unseen data dimensions. The role of AI in service management infuses the ability to infer the content, context and intent using mature machine learning models and algorithms. Enterprises are open to new corporate functions such as legal, supply chain and human capital to utilize these capabilities for streamlining and improvising engagement while reducing the dependency on human interaction. The development of new accelerators and other intellectual property in this space is also gaining prominence. Service providers are increasingly crafting an ESM roadmap for every discipline (consulting, implementation and managed services) by adopting a forward strategy. Cloud[1]first strategy and digital technologies are the new measures of transcendence for enterprise resiliency, agility and suitability.
In 2021, many compelling and major mergers and acquisitions to fast[1]track scale took place in the service management space. These transformed organizations have enhanced their portfolio offerings, but their actual scale and benefits are yet to be recognized. This has thus become a crucial period to witness the redefining of enterprise definition and mindset.
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