ESM platforms evolve as AI transforms service management landscape

Enterprise service management platforms are evolving as AI shifts IT operations from reactive to proactive service delivery. Organizations must address AI readiness, knowledge quality, and compliance with regional governance.

This Forrester Wave report evaluates 15 top ESM providers on offerings, vision, and customer satisfaction. Key insights include:

· Analysis of how Leaders, Strong Performers, and Contenders integrate AI and monitoring
· Considerations for selecting platforms aligned with AI adoption readiness
· Criteria covering workflow, monitoring, collaboration, and employee experience

Read the report to find the ESM platform that supports your service management goals.