U.S. Companies Look to Enterprise Service Management to Achieve Digital Transformation
Enterprises in the U.S. are looking for greater control of their non-technical functions through enterprise service management, and are turning to ESM providers for the required tools and services, according to a new report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.
The 2021 ISG Provider Lens Enterprise Service Management – Tools and Services Report for the U.S. finds ESM becoming an integral part of companies’ digitization strategies. To address the complexities of the ESM market, companies are using providers to support them in the planning, implementation and provision of solutions.
“ESM is one of the cornerstones of a company’s digitization strategy, with a range of forward-looking technologies used to transform company processes,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “More and more companies are embracing XaaS offerings to run their business, but to be successful they need ESM partners with broad knowledge of the available software and tools, and the ability to integrate applications and support organizational transformation.”
The report finds providers that can deliver complex projects based on a variety of software solutions are market leaders in the ESM consulting and transformation space. Top providers offer a range of advisory services and have extensive practical experience. The focus in the consulting and transformation space is often on human resources, facilities management, risk management, finance, purchasing and customer care.
In the area of ESM implementation and integration services, the report finds a rapidly growing demand for support due to the increasing complexity of the market and the need to integrate new technologies. Leading ESM software providers are continuously expanding their functionalities and are enabling a steady increase in the automation of company processes. Providers can help companies integrate their software solutions, a necessity for automating processes across organizations.
The report also sees the ESM tools area as dynamic, with providers offering new technologies such as artificial intelligence and machine learning. In addition, the market is constantly changing because of new partnerships, takeovers and mergers of providers. Some providers are focused on delivering complete ESM platforms with a wide range of basic functionality supported by app stores. Others are focusing on expanding classic help desk solutions to ESM systems through integration, partnerships or intelligent workflow systems.