QKS Group has released its comprehensive Enterprise
Service Management (ESM) market research, offering an in-depth analysis of
global market trends, emerging technologies, vendor capabilities, and future
industry outlook. As enterprises increasingly pursue digital transformation
beyond traditional IT boundaries, ESM has evolved into a strategic framework
enabling unified service delivery across business departments, improving
collaboration, process visibility, and operational efficiency. This research
provides strategic guidance for technology vendors, consultants, and enterprise
decision-makers who intend to understand the competitive landscape, technology
maturity, innovation strengths, and market positioning of leading ESM providers
on a global scale.
Key Findings
The ESM market is transitioning from IT-focused service
management to enterprise-wide workflow automation and service orchestration.
Organizations are now adopting ESM to streamline services across HR, finance,
legal, facilities, marketing, corporate administration, and customer experience
teams. According to the research, increasing adoption of AI, analytics,
low-code workflow automation, intelligent service portals, and digital
self-service frameworks is shaping the future direction of ESM investments.
ESM is a holistic solution designed to optimize business
services using ITIL-guided practices, empowering organizations to automate,
digitalize, and transform operational infrastructure while driving higher
service quality, efficiency, and productivity across departments.
SPARK Matrix Insights
The study includes QKS Group’s proprietary SPARK Matrix,
which provides a 360-degree competitive evaluation of global ESM vendors based
on technology excellence, customer impact, innovation strategies, product
capabilities, and future readiness. This matrix serves as a valuable reference
for enterprises seeking suitable solution partners and for vendors aiming to
benchmark strengths and enhance growth strategies.
Vendor Profiles
The research includes detailed assessments of leading global
ESM vendors such as Atlassian, BMC Software, Broadcom, EasyVista, Freshworks,
IBM, IFS, Ivanti, Matrix42, ManageEngine, OpenText, ServiceNow, SolarWinds,
SysAid, TOPdesk, and USU. Each profile covers feature capabilities, innovation
focus, deployment flexibility, customer adoption trends, and competitive edge.
Research Approach
QKS Group applies a multi-layered research methodology
involving market analysis, product evaluations, customer reviews, industry
expert insights, and comparative scoring.
Conclusion
ESM
market research delivers actionable insights for enterprises planning
scalable service transformation and for vendors targeting global competitive
advantage.
