ISG to Release Reports on IT Service Management Providers in September

Upcoming ISG Provider Lens™ reports will assess the competitive strengths of service providers and their portfolios for extending IT management principles across the enterprise

Information Services Group (ISG) III, a global research and advisory firm centered on AI technology, is launching a study that focuses on providers supporting the integration of IT service management (ITSM) practices throughout the digital enterprise.

The findings will be detailed in two upcoming ISG Provider Lens™ reports: Enterprise Service Management – Services, which will focus on the U.S. market, and Enterprise Service Management – Software, which will cover the global market. Scheduled for release in September, these reports will assess service providers based on their industry-specific knowledge, process expertise, and various IT and software support competencies tailored to enterprise needs.

Enterprise buyers can use insights from these reports to scrutinize their existing vendor relationships, explore new engagements, and identify available offerings. Additionally, ISG advisors will utilize this information to recommend providers to their buy-side clients.

Originally originating from ITSM, enterprise service management (ESM) has expanded to include various corporate functions—such as HR, finance, operations, and customer service—to facilitate cohesive service experiences across organizations. Providers are now focusing on developing AI-driven decision engines designed to optimize workflows, enhance predictive analytics, and improve service orchestration across business and IT domains.

“In a digital-first era, ESM operates as a command center for data-driven decision-making, linking enterprise functions and enhancing organizational resilience,” stated Heiko Henkes, managing director of ISG Provider Lens Research. “Service providers are redefining user engagement through self-service portals and intuitive architectures, which improve both user satisfaction and efficiency.”

ISG has sent surveys to over 140 providers in the U.S. ESM services market. With collaboration from ISG’s global advisors, the research team will create three quadrants reflecting typical enterprise purchases of ESM services based on ISG’s client experiences. These quadrants include:

• Consulting and Advisory Services, evaluating providers based on their ability to drive enterprise service strategies, design services, and innovate through engineering across business and technology portfolios. These providers play a vital role in aligning strategic objectives with modern service management frameworks to ensure operational excellence.

• Implementation and Integration Services, assessing providers who excel at integrating enterprise services seamlessly, focusing on engineering-led innovation and effective service transition across organizational portfolios. Providers are required to show proficiency in workflow management platforms that ensure automation-driven efficiency and enhance interoperability across internal and external business systems.

• Managed Services for Converged IT and Business Ops, examining providers for their expertise in optimizing enterprise service operations, performance improvement, and continuous service enhancement across IT and business functions. Providers are expected to leverage service automation and implement AI-driven ITSM and workflow orchestration to boost operational efficiency and reliability, while ensuring proactive monitoring.

Additionally, ISG has circulated surveys to over 40 global ESM software providers. This report will include one quadrant for:

• Enterprise Service and Workflow Management Platforms, assessing software providers that facilitate comprehensive enterprise workflow automation, integrating IT systems with customer-facing services. These platforms extend traditional ITSM to wider enterprise automation, covering areas such as IT, HR, finance, procurement, and customer service.

ISG analyst Ashwin Gaidhani will serve as the lead author for both reports.

A list of identified service providers, along with further details regarding the study, can be found in the digital brochures: Enterprise Service Management – Services and Enterprise Service Management – Software. Companies that are not mentioned as ESM software and service providers are encouraged to contact ISG to request inclusion in the study.

The 2025 ISG Provider Lens™ evaluations will feature expanded customer experience (CX) data, measuring the actual experiences enterprises have with specific provider services. Enterprises wishing to share their feedback on a provider are invited to participate in an online survey, with participants receiving a copy of the report as a thank-you for their input.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series uniquely blends empirical research and market analysis with the real-world experiences of ISG’s global advisory team. Enterprises will gain detailed data and insights to inform their selection of sourcing partners, while ISG advisors leverage these reports to validate their market knowledge for client recommendations. The research encompasses providers delivering services globally, including Europe, U.S., Canada, Mexico, Brazil, U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia, and Singapore/Malaysia, with more markets to be added.

About ISG

ISG III is a global AI-focused research and advisory firm. Serving over 900 clients, including 75 of the top 100 enterprises worldwide, ISG is a recognized leader in technology and business services, pioneering the application of AI to help organizations achieve operational excellence and accelerated growth. Founded in 2006, the firm is renowned for its proprietary market data, extensive knowledge of provider ecosystems, and the expertise of its 1,600 professionals, who collaborate to maximize technology investment value for clients.

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Press Contacts:

Will Thoretz, ISG

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Julianna Sheridan, Matter Communications for ISG

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