ISG to Publish Reports on Enterprise Service Management

Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, has launched research studies examining providers of enterprise service management (ESM) services and software that companies are using to integrate their functional processes and services for faster digital transformation.

The study results on ESM services will be published in a comprehensive ISG Provider Lens report, called Enterprise Service Management — Services 2023, scheduled to be released in March. The report will cover providers offering services including consulting, implementation, monitoring and control of converged business systems. At the same time, ISG Provider Lens will publish the Enterprise Service Management — Software 2023 report, covering providers of ESM platforms that encompass the processes, workflows and information flow of all services in an enterprise.

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.

ESM is evolving as more organizations use it to accelerate digital transformation. Integrating business, technology and organizational processes is an increasingly important step to enable more predictable operations, smoother collaboration and improved user experience. Companies are partnering with service providers that offer the skills, tools and mindset to bring ESM initiatives to maturity.

Providers are also expanding their capabilities around comprehensive software-as-a-service platforms for ESM to meet enterprise needs for reduced complexity, simplified information exchange and a unified view of work. These platforms are becoming more lightweight, agile and customizable, with new designs, re-engineered processes and more scalable architectures.

“Enterprises and service providers are aligning their ESM approaches to build integrated service portfolios,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “As ESM services and platforms mature, clients gain more tools for creating value through ESM initiatives.”

For the Enterprise Service Management — Services 2023 study, ISG has distributed surveys to more than 150 ESM services providers. 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: