Quadrant Knowledge Solutions Reveals that Enterprise Service Management Market is Projected to Register a CAGR of 14.20% by 2030.
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 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. Today’s ESM solutions have expanded their scope to various other business areas and functions, which will allow organizations to realize the benefit of integrating employees’, customers’, and managers’ tasks and activities with ease. With this evolution of ESM, various organizations and IT departments can work collaboratively to maintain border business and IT activities along with automating and improving organizational processes.
Quadrant Knowledge Solutions defines “Enterprise Service Management (ESM) as a solution which automates, guides, improves, and prioritizes business processes and workflows through various service management practices. ESM solution utilizes service management practice, modules, and Information Technology Infrastructure Library (ITIL) guidelines to expand its capabilities into other business functions beyond traditional IT infrastructure domain. The solution enables business and IT leaders to expand this practice into multiple non-IT business functions such as HR, facility management, finance, corporate, marketing, legal, and customer experience initiatives to automate, digitalize, and improve organizational IT infrastructure and operations activities.”
Key questions this study will answer:
- What is the market share held by major vendors in this market?
- What are the key competitive dynamics in the global and regional markets for ESM?
- Who are the leading vendors in the global and regional markets?
- Are there vendors specializing in specific industries?
- How do different vendors compare in terms of their offerings of cloud-based versus on-premises solutions?
- What competitive factors impact the market positioning of different vendors?
- What are the relative strengths and challenges of the vendors operating in this market?
- How do different vendors position themselves competitively across customer segments, from SMBs to large enterprises?
Vendors covered in this Study:
Atlassian, BMC Software, Broadcom, EasyVista, Freshworks, IBM, IFS, Ivanti, ManageEngine, Matrix42, OpenText, ServiceNow, SolarWinds, SysAid, TOPdesk, and USU Solutions.
Table of Content:
Chapter 01: Executive Summary
Chapter 02: Market Overview
- Market Definition and Scope
- Key Factors Impacting the Market
Chapter 04: Market Share Analysis
- Market Share Latin America
- Market Share Western Europe
- Market Share Central & Eastern Europe
- Market Share Middle East & Africa8
- Market Share APAC Ex Japan & China
- Market Share by Industry Verticals
- Market Share by Media & Entertainment
- Market Share by Travel & Hospitality
- Market Share by Education
- Market Share by Public Sector
- Market Share by Healthcare & Life Science
- Market Share by Automotive
- Market Share by Food & Beverage
- Market Share by Deployment Type
- Market Share by Deployment Type: On prem
- Market Share by Deployment Type: Cloud
- Market Share by Customer Type
- Market Share by Enterprise
Chapter 05: Company Profile
- Analyst Perspectives and Analysis
Chapter 06: Appendix
List of Figures
- Fig. 1 Market Share of Enterprise Service Management (ESM) Worldwide, 2025
- Fig. 2 Market Share of Enterprise Service Management (ESM) USA, 2025
- Fig. 3 Market Share of Enterprise Service Management (ESM) Canada, 2025
- Fig. 4 Market Share of Enterprise Service Management (ESM) Latin America, 2025
- Fig. 5 Market Share of Enterprise Service Management (ESM) Western Europe, 2025
- Fig. 6 Market Share of Enterprise Service Management (ESM) Central & Eastern Europe, 2025
- Fig. 7 Market Share of Enterprise Service Management (ESM) Middle East & Africa, 2025
- Fig. 8 Market Share of Enterprise Service Management (ESM) Asia excluding Japan and China, 2025
- Fig. 9 Market Share of Enterprise Service Management (ESM) Japan, 2025
- Fig. 10 Market Share of Enterprise Service Management (ESM) China, 2025
- Fig. 11 Market Share of Enterprise Service Management (ESM)) IT & Telecom Industry, 2025
- Fig. 12 Market Share of Enterprise Service Management (ESM) Banking & Financial Services Industry, 2025
- Fig. 13 Market Share of Enterprise Service Management (ESM) Insurance Industry, 2025
- Fig. 14 Market Share of Enterprise Service Management (ESM)Healthcare Industry, 2025
- Fig. 15 Market Share of Enterprise Service Management (ESM) Government & Public Sector, 2025
- Fig. 16 Market Share of Enterprise Service Management (ESM) Retail & eCommerce, 2025
- Fig. 17 Market Share of Enterprise Service Management (ESM) Manufacturing, 2025
- Fig. 18 Market Share of Enterprise Service Management (ESM)Hospitality, 2025
- Fig. 19 Market Share of Enterprise Service Management (ESM) On-premises Deployment, 2025
- Fig. 20 Market Share of Enterprise Service Management (ESM) Cloud Deployment, 2025
- Fig. 21 Market Share of Enterprise Service Management (ESM) SMB Customers, 2025
- Fig. 22 Market Share of Enterprise Service Management (ESM) Large Customers, 2025
- Fig. 23 Market Share of Enterprise Service Management (ESM)Enterprise Customers, 2025
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