Balancing Acts: Market Share Strategies in the Ever-Evolving ESM Landscape

Quadrant Knowledge Solutions defines Enterprise Service Management (ESM) as a solution that automates, guides, enhances, and prioritizes business processes and workflows using diverse service management practices. ESM solutions leverage service management practices, modules, and ITIL guidelines to extend their capabilities beyond the conventional IT infrastructure domain. This approach empowers business and IT leaders to implement ESM practices across various non-IT business functions, including HR, facility management, finance, corporate, marketing, legal, and customer experience initiatives. The goal is to streamline, digitize, and enhance organizational IT infrastructure and operations activities. ESM solutions have evolved from IT service management (ITSM), which initially focused solely on managing IT-related tasks, issues, and processes such as back-office operations, ticketing, and service desk capabilities. The growth of the ESM market is driven by the increasing deman...