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Research In Action Vendor Selection Matrix™: ESM 2022

Enterprise Service Management (ESM) goes beyond the IT services you provide. It brings supporting departments like IT, HR, Facilities and field services together on similar core tasks they share, for a more efficient collaboration and a better customer experience. ESM solutions help to automate and streamline workflows and processes to optimize business services.

Read how the relevance of ESM has shifted over the last two years and how ESM is gaining more traction as the expansion of traditional ITSM.

What does this report offer me?

  • Insights in the Global ESM maturity state and market trends
  • The top 5 Global ESM Investment areas
  • An evaluation of the top 20 ESM vendors as selected by 1,500 buyer companies based upon product, company and service quality
  • An in-depth analysis of TOPdesk, recognized as a ‘market leader’ among ESM vendors

What's in the Research In Action Vendor Selection Matrix™?

  • PART 1

    Foreword and survey demographics

  • PART 2

    What is Enterprise Service Management?

  • PART 3

    Research: ESM maturity state and top investment areas

  • PART 4

    Insights: ESM top market and vendor trends

  • PART 5

    Vendor Selection Matrix™: Top 20 ESM vendors, evaluation overview and scores

Download the Research In Action Vendor Selection Matrix™

Get insight into the top 20 Enterprise Service Management providers — amongst them Micro Focus, BMC Software, ServiceNow and TOPdesk — and how Research In Action researched, analyzed and scored them.

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