SPARK Matrix™: Enterprise Service Management (ESM), Q2,2024

Quadrant knowledge solutions Enterprise Service management (ESM) market research includes a detailed global analysis of major vendors. The research comprises of vendors’ product features and functionalities, as well as competitive differentiating factors. The research provides competitive landscape and vendor analysis to enable service vendors to enhance their understanding of the market and implement a growth-oriented technology roadmap.

The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix includes ranking and positioning of the leading Enterprise Service Management (ESM) vendors with a global impact, including - Atlassian, BMC Software, Broadcom, EasyVista, Freshworks, IBM, IFS, Ivanti, ManageEngine, Matrix42, OpenText, SysAid, ServiceNow, SolarWinds, TOPdesk, and USU.

According to Kausal Santhosh, Analyst at Quadrant Knowledge Solutions, “Enterprise Service Management (ESM) is 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 the automation, digitalization, and improvement of organizational IT infrastructure and operational activities.”

2024 Enterprise Service Management (ESM) SPARK Matrix

Source: Quadrant Knowledge Solutions

Table of Contents

Executive Overview

Market Definition and Overview

• Market Definition
• Market Overview
• Key Enterprise Service Management (ESM) Capabilities

Competition Landscape and Analysis 

• Key Competitive Differentiators

SPARK Matrix™: Enterprise Service Management (ESM), Q2 2024

Vendor Profile

Research Methodologies

Custom Research Service

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• Strategic planning and tactical opportunities
• Go to market strategies.