Upcoming ISG Provider Lens reports will assess the competitive strengths of service providers and their portfolios for extending IT management principles across the enterprise

Information Services Group (ISG), a global AI-centered technology research and advisory firm, has launched a research study examining providers that support the extension of IT service management (ITSM) practices into all facets of the digital enterprise.

In a digital-first era, ESM serves as a command center for data-driven decision-making, bridging enterprise functions and ensuring enterprise resilience.

The study results will be published in a pair of comprehensive ISG Provider Lens reports geared to enterprise buyers: Enterprise Service Management – Services, covering the U.S. market, and Enterprise Service Management – Software, covering the global market. The reports, scheduled to be released in September, will evaluate service providers that offer functional knowledge, industry process experience, and diverse IT and software support competencies to enterprises, along with industry-aligned intelligent solutions catering to specific sector requirements.

AI Authority Trend: ISG Report: Brazilian Firms Accelerate Innovation with Provider Assistance

Enterprise buyers will be able to use information from the reports to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

Having evolved from the field of ITSM, enterprise service management (ESM) now encompasses various business and corporate functions, including HR, finance, operations and customer service, to create unified service experiences across organizations. Providers are working to develop AI-driven decision engines that optimize workflows, enhance predictive analytics and streamline service orchestration between the broader business and IT.

“In a digital-first era, ESM serves as a command center for data-driven decision-making, bridging enterprise functions and ensuring enterprise resilience,” said Heiko Henkes, managing director, ISG Provider Lens Research. “Service providers in this space are redefining user engagement through self-service portals and intuitive architectures, improving user satisfaction and efficiency.”

ISG has distributed surveys to more than 140 providers serving the U.S. ESM services market. Working in collaboration with ISG’s global advisors, the research team will produce three quadrants representing the ESM services the typical enterprise is buying based on ISG’s experience working with its clients. The three quadrants are:

AI Authority Trend: Enterprises Using AI to Improve Product Experiences and Intelligence, ISG Says

  • Consulting and Advisory Services, evaluating providers on their expertise in driving enterprise service strategies, service design and engineering-led innovation across business, corporate and technology portfolios. These providers play critical roles in aligning strategic objectives with modern service management frameworks, ensuring operational excellence.
  • Implementation and Integration Services, assessing providers specializing in seamless enterprise service implementation, system integration, engineering-led innovation and service transition strategies across business, corporate and technology portfolios. Providers must demonstrate excellence in workflow management platforms, ensuring automation-driven process efficiency and integrating internal business systems with external systems to enhance enterprise-wide interoperability.
  • Managed Services for Converged IT and Business Ops, studying providers based on their expertise in enterprise service operations, performance optimization and continual service improvement across IT and business functions. Providers must leverage service automation, implementing AI-driven ITSM and workflow orchestration for enhanced operational efficiency, reliability and proactive monitoring.

In addition, ISG has distributed surveys to more than 40 providers of ESM software globally. This report will include the following quadrant:

  • Enterprise Service and Workflow Management Platforms, evaluating software providers of end-to-end enterprise workflow automation, integrating IT and the business with customer-facing services. These platforms extend traditional ITSM into broader enterprise-wide automation, covering IT, HR, finance, procurement and customer service.

AI Authority Trend: ISG: In the Age of AI, Mainframe Modernization Crucial for European Firms

Source – businesswire

To share your insights, please write to us at sudipto@intentamplify.com