EQS-News

USU is positioned as a Leader in the 2024 SPARK MatrixTM for Enterprise Service Management by Quadrant Knowledge Solutions - Seite 2

"Additionally, USU strategically focuses on integrating diverse functionalities into a unified platform, aiming to elevate user experience, enhance operational efficiency, and maximize value for customers. Prioritizing the SaaS delivery model underscores USU's dedication to providing scalable, flexible, and economical solutions, poised to meet evolving market demands effectively continuous to remain a leader in the SPARK Matrix: Enterprise Service Management, Q2," Kausal Santhosh adds.

"We are very pleased with the top ranking by Quadrant Knowledge Solutions. SPARK MatrixTM for Enterprise Service Management is a comprehensive market study with a detailed analysis and evaluation of the world's best providers. We are therefore proud to be positioned as a leader. Our product line is modular and scalable, which makes it possible to efficiently integrate all service and support processes - whether as an on-premises, SaaS or hybrid solution. In addition, over 100 relevant ESM processes are available out of the box and therefore ready for immediate use," emphasizes Peter Stanjeck, Senior Vice President at USU.

Quadrant Knowledge Solutions defines ESM as” a comprehensive solution that efficiently structures and optimizes diverse business services beyond IT within an organization through robust service management practices, modules, and strict adherence to Information Technology Infrastructure Library (ITIL) guidelines. The solution places significant emphasis on streamlining business processes, task automation, and collaboration to enhance overall efficiency and productivity. The solutions extend beyond the realm of IT, extending their benefits to corporate, marketing, legal, HR, facilities management, finance, and customer experience teams. This approach enables automation, digitalization, and improvement of organizational IT infrastructure and operational activities.”

Traditionally, ESM solution has been evolved from IT service management (ITSM) solution that was limited to managing only IT related tasks, issues, and processes such as back-office, ticketing, and service desk capabilities. ESM market is fueled due to the rise in demand of digitalization, collaboration, remote working, and enhancing employee & customer experience by integrating front and back-office tasks.