Enterprise Service Management Platforms, Q4 2025
Forrester, Friday, March 13th, 2026
In our evaluation of enterprise service management (ESM) providers, we identified the most significant ones and researched, analyzed, and scored them. This report shows how each provider measures up and helps you select the right one for your needs.
The ESM market is experiencing unprecedented expansion driven by a shift from process-centric and reactive IT operations to proactive enterprisewide service management. Long considered a separate domain, IT monitoring and observation are now playing a prominent role in providing the data needed to train LLMs, thereby improving the decision-making of IT leaders and enhancing the results of AI agents.
No longer experimental, both genAI and agentic AI capabilities are embedded into the core IT service management (ITSM) practices.