The 15 Providers That Matter Most and How They Stack Up
The Forrester Wave™
Published 6 December 2021
Charles Betz, Will McKeon-White, Lauren Nelson, Matthew Fernandes, Marissa Fritz
Summary
In our 22-criterion evaluation of enterprise service management (ESM) providers, we identified the 15 most significant ones — Atlassian, BMC Software, Broadcom, EasyVista, Freshworks, IBM, IFS, Ivanti, ManageEngine, Matrix42, Micro Focus, OmniNet, ServiceNow, TOPdesk, and USU Software — and researched, analyzed, and scored them. This report shows how each provider measures up and helps operations professionals select the right one for their needs.
Leaders In ESM Are Redefining How Services Appear in Organizations
ESM continues to redefine how organizations accomplish work, increasing formalization and predictability. Over the course of the pandemic, ESM platforms have enjoyed a surge in usage, as they’ve moved quickly to help organizations manage remote environments as well as facilitate complex processes such as return-to-office initiatives. ESM continues to make inroads across functions in adopting organizations, moving far beyond HR and facilities. Introduction of AI has made the platforms more intelligent as well, with request, incident, change, and knowledge all benefitting from these enhancements. Together, these trends have allowed ESM platforms to increasingly occupy positions of business criticality at adopting organizations, and leaders in the space have continued to introduce new functionality and integrations to allow them to surpass customer expectations.
As a result of these trends, ESM customers should look for providers that:
Empower service owners to act as product owners. Leading ESM vendors don't just allow adopters to assess service demand — they’re also introducing features to enable continuous improvement. Differentiating features include service Net Promoter Score℠ (NPS) views, advanced service performance reporting (including cost), and intelligent recommendations for workflow optimization or flagging missing services.
Move customers from reactive to proactive support. ESM leaders are reimagining how organizations handle support. Rather than acting as facilitators of reactive support, vendors are introducing capabilities to help customers identify problems before they occur and automate their remediation. Integrations or first-party artificial intelligence for IT operations (AIOps) solutions, endpoint management platforms, and end-user experience management (EUEM) tools help execute on this vision.
Embed and integrate ESM across platforms of work. While ESM has been helping service organizations — from IT to finance to lines of business — reimagine how they perform and facilitate work/service fulfillment, it has frequently been an island inside organizations. Leaders are building bridges across platforms of work and building tighter ties to development pipelines; IT operations management, including unified endpoint management (UEM) and endpoint; and CRM and enterprise resource planning (ERP) solutions.
Evaluation Summary
The Forrester Wave™ evaluation highlights Leaders, Strong Performers, Contenders, and Challengers. It’s an assessment of the top vendors in the market and does not represent the entire vendor landscape. You’ll find more information about this market in our reports on enterprise service management, including Now Tech: Enterprise Service Management, Q2 2021 and ESM: The Software Platform For Knowledge Workers.
We intend this evaluation to be a starting point only and encourage clients to view product evaluations and adapt criteria weightings using the Excel-based vendor comparison tool (see Figure 1 and see Figure 2). Click the link at the beginning of this report on Forrester.com to download the tool.
Figure 1: Enterprise Service Management, Q4 2021
Figure 2: Enterprise Service Management Scorecard, Q4 2021
Vendor Offerings
Forrester included 15 vendors in this assessment: Atlassian, BMC Software, Broadcom, EasyVista, Freshworks, IBM, IFS, Ivanti, ManageEngine, Matrix42, Micro Focus, OmniNet, ServiceNow, TOPdesk, and USU Software (see Figure 3).
Figure 3: Evaluated Vendors and Product Information
Vendor Profiles
Our analysis uncovered the following strengths and weaknesses of individual vendors.
Leaders
Atlassian provides full ESM capabilities for agile-first shops. Atlassian is best known for Jira, its agile software project management platform. In 2020, the company announced the evolution of Jira Service Desk into Jira Service Management (JSM), along with product improvements. Its strategy centers around a comprehensive digital product pipeline, including planning, collaboration, task, and product development (Jira and Trello); collaborative source control and continuous delivery (Bitbucket); knowledge management (Confluence); and operations (Jira Service Management). Coupled with an effective land-and-expand customer acquisition model, Atlassian’s strategy received the strongest score in this evaluation. Execution has been effective, with key acquisitions shoring up previous platform weaknesses. Atlassian’s areas of innovation include value stream management and increasing application of AI. Atlassian’s greatest strengths are usability, ecosystem, and Atlassian-suite integrations. Incident management as a capability, including features of the former Jira Service Desk, Opsgenie, and Statuspage, is particularly strong. Recent acquisitions of Mindville and ThinkTilt closed gaps in UI and data management capabilities, including configuration management database (CMDB). Reference customers noted strengths in usability, speed-to-value, and flexibility to meet their needs but weaknesses in providing an enterprise-ready cloud offering, with challenges in navigating disparate products. Others miss the option to purchase their self-managed server offering (self-hosted persists under the Data Center offering). Atlassian lacks endpoint management capabilities, which increasingly integrate into ESM solutions. Atlassian is a good fit for organizations looking for a comprehensively integrated service management platform for development, operations, and business teams.
ServiceNow continues to shape the ESM market. Strategically, ServiceNow remains the most ambitious ESM vendor in the market, seeking to further the automation, employee services, and employee experience enhancements it brings to customers. ServiceNow is continuously developing new features to better serve more of the enterprise and boasts one of the most architecturally integrated suites. It has a strong roadmap, with improvements to enterprise applications such as universal request as well as advanced platform features such as natural language querying. However, ServiceNow has a high total cost of ownership from both licensing and the administration requirements; Forrester receives frequent customer inquiries on ServiceNow pricing. Additionally, ServiceNow’s ambitions occasionally come at the cost of its partners, where it has added previously peripheral areas to core functionality. ServiceNow’s breadth and depth of capability is unmatched in pushing forward core platform capabilities, increasing the number of AI/ML features, and extending into new capabilities like customer success management (CSM) and AIOps. Knowledge management is KCS-6 certified. Its change management has now caught up with other market leaders, with AI-based risk scoring. However, according to customers, the high additional costs and administrative work required limit the adoption of advanced features. ServiceNow recommends dedicating significant development and administrative resources to the platform and is introducing features to reduce the work necessary to use advanced features such as simplifying chatbot configuration. ServiceNow remains a leading choice for larger organizations looking to fully adopt ESM.
Ivanti offers a well-integrated platform for the medium-sized enterprise. Ivanti, known for its historical FrontRange Heat/LanDesk heritage, has expanded its ESM offering with the acquisition of Cherwell. The Ivanti Neurons portfolio covers everything from service management to device management and optimization. Ivanti has the ambitious goal to move from reactive to proactive support, with predictive functionalities reducing the frequency of support interactions. Customers can leverage these solutions to perform advanced IT support actions like predictive end-user computing (EUC) optimization. Accompanying this are Ivanti’s investments into industry-specific applications such as healthcare. Customers should expect a transitional period while the firm aligns the disparate Cherwell and Ivanti lineages. Roadmap enhancements include expansions to existing enterprise modules and increased pre-ticket automation through integrated issue identification and avoidance features. Overall, Ivanti provides a well-rounded IT management solution that is increasingly proactive, with inroads into new ESM use cases. For example, its healthcare-specific functionalities include support for internal healthcare workflows and specialized healthcare device management. Reference customers noted these capabilities as strengths while also complimenting platform flexibility. The mobile platform is non-native and based on HTML5, which is less preferable. Security is also biased to other Ivanti products; new customers should expect a learning curve to get the most out of the platform. Ivanti is a leading choice for SMBs looking to adopt a comprehensive IT management solution with the option for well-integrated endpoint management.
BMC Software provides a robust, AI-enabled platform, but it’s IT-centric. BMC Software is a long-standing incumbent in the ESM space (previously with Remedy and now with BMC Helix) and has sizable deployments in enterprise IT shops. BMC continues to pursue “cognitive service management” with AI/ML foundations for its revamped BMC Helix platform. However, as AI becomes table stakes, BMC must strategically advance with a new vision beyond AI and incremental improvements. Although its customers use the platform in non-IT areas like HR and facilities, BMC retains a strong IT bias in its go-to-market. The product roadmap does include applications for business functions and industry verticals. BMC’s strength is core IT service functionality and advancement in areas like incident, change, and KCS-6-verified knowledge management. BMC has best-in-class CMDB functionality and advanced capabilities such as incident correlation and contextual knowledge suggestion. However, its ESM functionality primarily relies on templates, not dedicated modules. While reference customers noted that these functionalities enable fully automated services such as laptop provisioning, they flagged the lack of consistency between modules and software-as-a-service (SaaS)-model stability. BMC Software is a good fit for enterprises seeking a strong and highly scalable solution to pursue advanced IT service management (ITSM) use cases.
IFS brings together ESM, ERP, and CRM but needs to integrate its diverse portfolio. IFS, known for ERP and workforce management solutions, entered the ESM space with its acquisition of Axios assyst. A perennial dark-horse player, Axios lacked the brand strength of larger, publicly traded vendors. With this acquisition, IFS is pursuing a unique vision of bringing together ERP, CRM, and ESM onto one platform. Its stated goals are to automate digital outcomes and build a foundation for an “autonomous enterprise.” Its roadmap includes a simple, universal licensing model to encourage cross-product adoption. Forrester predicts that technical alignment will be an ongoing process and that interoperability will not be immediate. The product roadmap for the assyst line (currently still bearing that name) predominantly focuses on closing capabilities gaps and modernization. The IFS platform distinguishes itself with a broad set of non-IT modules (e.g., HR and facilities) that are now part of a much wider ERP ecosystem with deep vertical coverage. Intelligent IT change management and a robust application marketplace are further strengths. The mobile interface is non-native and based on HTML5, which is less preferable. Advanced request functionality, such as autorouting and analytics, are missing. Reference customers noted that usability has historically lagged in some respects (e.g., form design was lacking in a legacy edition) but were positive about recent updates. IFS will be a strong option for companies already using IFS ERP or CRM products or for those looking to connect their ERP processes, especially fixed or enterprise asset management, with service management.
Strong Performers
Micro Focus has a solid core platform but suffers from low visibility. For ESM, Micro Focus zeroes in on its SMAX solution, part of the OPTIC platform. Micro Focus focuses on delivering a reasonable price point, actionable analytics for service delivery, and continual investment in AI/ML. However, as a product category, ESM has hasn’t received marketing prioritization within Micro Focus relative to other product lines, confusing its positioning internally. Similarly, ties to OPTIC help with solution visibility but reposition SMAX under IT operations management (ITOM). Plans center around expected ease of use enhancements, such as expanding integrations out to Microsoft Teams and to developer tooling integrations. SMAX is a solid product that’s on par in most capability categories relative to other solutions. Notably, Micro Focus was first to offer ML-driven change-risk analysis and a containerized deployment model — features now standard for the market. Reference customers validated these investments and praised its flexible pricing model, which was a motive for adoption. Reference customers also noted weaknesses in reporting and challenges with disjointed modules such as Tasks. Dedicated non-IT modules are weak. Micro Focus SMAX is a good fit for existing Micro Focus customers and enterprises looking to take advantage of AI/ML-enabled IT service delivery at a reasonable price point.
Freshworks accelerates with a low-friction value proposition but lacks some AI. Freshworks strives to make its Freshservice easy to adopt. It offers a free trial and a flexible commercial model to encourage customers to pursue ESM at their own pace, marketing itself as “a right-sized ESM solution.” This approach has paid off, resulting in significant growth. Freshworks has released significant new functionality since our previous Forrester Wave, closing key capability gaps. Future plans include unified workload management (projects and ticketing) and applying AI to change management. However, its strategy outside of IT is limited, relying instead on the Freshworks offering ecosystem. Freshworks has invested significantly into making the tool easy to leverage. Its biggest strengths include its ecosystem, allowing customers to rapidly fill capability gaps in their organization. With more than 2,000 listings, the Freshservice marketplace is among the largest. Additionally, the platforms are known for their end-user-friendly UI. Reference customers found quick acceleration from trialing the tool to leveraging it for all its features, with little outside assistance. Freshservice’s change management and CMDB are below par, as its incident management with support for on-call scheduling was only in beta at the time of this evaluation. Prebuilt templates and modules for non-IT features are also lacking. Freshworks is a good fit for small and midsize organizations looking to build or mature an ITSM or ESM practice, given its rapid time-to-value.
USU Software offers unique vertical support but lags in incident functionality. German-based USU Software is known for its ESM suite (formerly called Valuemation) and adds vertical-specific expertise with its ESM offering. Where most ESM players focus on common cross-industry use cases (e.g., HR and facilities), USU targets vertical domains such as industrial uses. For example, reference customers noted leveraging the solution in automating industrial support and maintenance. USU is behind in marketplace/partner approaches, and many of its planned enhancements focus on closing AI/ML gaps. When it comes to capabilities, USU provides a robust tool, allowing organizations to pursue advanced automation workloads. Enterprise service modules are superior, including HR, facilities, corporate services, legal, and more. Solid ITSM functionality backs these up. Flexibility of deployment options is noteworthy, as are mobile capabilities and service-owner-enabling reporting. Reference customers lauded its support services and the stability and flexibility of the platform for both service and asset management. However, end users characterized the UI as outdated. Incident management has fallen behind, with no support for on-call scheduling or collaborative channels. The vendor also lacks a marketplace for third-party solutions. USU Software is a good fit for organizations looking to adopt both a service management and an asset management solution for industrial firms.
Matrix42 excels with CMDB and asset management but lacks in other core capabilities. Matrix42 aspires to facilitate IT and ESM automation adoption through its integrated platform, Digital Workspace Management, which spans service management to endpoint management and some data center management functionality. Its acquisitions of FastViewer and FireScope have further enhanced the flexibility of its automation capabilities. Critical to Matrix42’s success are its close partner relationships, with a significant majority of its business coming from partners. Matrix42’s roadmap addresses some current shortcomings (e.g., low-code enhancements) and seeks differentiating value through digital EX solutions and expanding IT and operational technology (OT/OT) management with predictive management. Matrix42’s capability strengths lie in its low/no-code platform as a service (PaaS) and CMDB/asset management capabilities (including a capable software asset management product) that bring flexibility to enable robust IT management automation. Its weaknesses include subpar change management (based on subjective risk evaluation), subpar knowledge management, and a weak application marketplace. Reference customers echoed its strengths around the low/no-code functionality, noting flexibility and ease of customization, and didn’t mention any upgrade issues. However, they noted issues around reporting. Overall, Matrix42 provides a solid solution for organizations looking to adopt IT management automation, endpoint management, software asset management (SAM), and ESM.
Contenders
IBM has unique industry value proposition but is stagnating. IBM remains a unique player in the ESM market with its combination of Control Desk and Maximo. As Control Desk and Maximo lines align to IBM’s overarching strategic focus areas, their distinctions and unique roadmaps fade, and IBM offers specialized functionality uniquely tailored to specific ESM markets. IBM’s strategy makes customers increasingly dependent on both products as well as others such as IBM Watson Assistant. Planned enhancements are routine (e.g., UI and containerization) and advanced features like AI-enabled incident, problem, and change management remain 18 to 24 months out and are no longer unique in the market. Combined, IBM Control Desk and Maximo provide an increasingly mature and intelligent offering, especially when pairing with the broader IBM ecosystem. With complex functions such as power-plant management, Control Desk and Maximo blur the boundary between ESM and ERP solutions. Unfortunately, integration requirements and aging interfaces are holding the platform back. Incident and change management have also fallen below par for the industry. Additionally, the licensing model complicates adoption for some organizations — for example, integrating in virtual responders to automate L1 tasks requires an additional subscription. IBM Control Desk and Maximo are valuable for enterprise organizations that need complex ESM asset management and related vertical applications as well as for existing IBM customers.
TOPdesk is a credible SMB solution, but recent execution is subpar. TOPdesk makes ESM adoption easy for customers. With a strategy of simplifying formerly ITSM-centric service concepts to be more enterprise services oriented, TOPdesk is increasing cross-enterprise accessibility. Customers have responded positively to this approach. TOPdesk intends those customers leverage its tool as a platform, incorporating multiple partners into the system. This has led to its high customer numbers and deployment size. However, recent enhancements seem routine, not game-changing. TOPdesk’s roadmap includes internal platform enhancements such as AI, BPMN-based workflow, and Kanban-style visualization. TOPdesk’s strengths revolve around the system’s ease of use to overcome common hurdles when applying service management outside of IT. Reference customers noted that setup for new processes in the tool took less than 10 minutes. They also noted weaknesses in reporting and an overall de-emphasizing of CMDB and asset management. Incident and change management have fallen below par for the industry; customers must rely on their marketplace to supplement the offering. TOPdesk is a solid choice for SMBs that wish to pursue an ESM agenda that isn’t ITSM-centric.
EasyVista promotes ease of use, but core functionality is falling behind. As one of the first vendors to offer project as well as service management, EasyVista, with its EV Service Manager, has long had an expansive view of ITSM. Based in France, the vendor has been stronger in the European market but is making inroads in the Americas. With its recent acquisitions of Goverlan and ServiceNav, EasyVista is looking to serve all parts of IT with improved monitoring, endpoint management, and automated resolution. These acquisitions have helped EasyVista fill ITOM weaknesses, and in combination with licensing flexibility and low total cost of ownership, have set it up as an extremely price-competitive IT management offering. However, EasyVista continues to focus its strategy on gap-closing and enhancements for functionality, such as self-service, that are increasingly table stakes. EasyVista’s strengths revolve around its accessibility, flexibility, and customer-centric support. Reference customers say the low-code system is easy to use and apply it to a wide variety of use cases, such as gas-tank safety integrations and maintenance management. Although it lacks strength in supplementary support ecosystems, EasyVista has a demonstrated willingness and commitment to ensuring that its customers succeed with the platform. The mobile application is non-native. Customers noted that despite the strong overall support they receive from EasyVista, there are still some instability and performance problems in the SaaS platform and that the current UI is dated. EasyVista is well suited to midsize organizations looking for easy-to-adopt ESM and self-service options.
OmniNet has a robust workflow platform but lags in its application. German-headquartered OmniNet provides an affordable and flexible ITSM-oriented product, OMNITRACKER. OMNITRACKER offers a variety of license models (e.g., one-time purchases and -aaS offerings). In general, OMNITRACKER takes a narrow approach to the market, focusing on the robustness of functionality of its low/no-code offering. This customer-validated approach has allowed it to successfully carve out a market niche. However, it maintains a very platform-centric strategy. Although it’s targeting a multitude of business processes and bringing features like contract and document management into the tool, there remains some work to bring the vision beyond the platform. OmniNet delivers a highly flexible tool with strong customer support; reference customers remarked that despite extensive low/no-code customization, they had no troubles with upgrades. When troubles did arise in the platform, OmniNet was fast to support, even adding new features. OMNITRACKER uses a BPMN GitHub repository, creating a repository of connectors and modules for customer to adopt free of charge. However, reference customers noted that the UI is dated and that many of the capabilities built on the platform are not yet on par with market standards (e.g., chatbots or objective change-risk scoring). OmniNet is a good fit for organizations seeking an affordable and flexible tool to personally customize for a variety of ESM scenarios.
ManageEngine delivers an integrated suite, but functionality remains basic. ManageEngine, subsidiary of Zoho Corp, is looking to make ESM adoption and IT management easy. With an integrated suite of solutions, including an endpoint manager, ManageEngine provides all relevant IT management capabilities at an affordable price point. Licensing is still done on a per-domain instance, and features like analytics are dependent on separate ManageEngine/Zoho products but at an overall low license cost. This has driven considerable customer numbers for ManageEngine. Its roadmap focuses on closing capability gaps (e.g., a unified chatbot experience to manage domain specific instances like HR and IT). ManageEngine covers the fundamentals but is below par in various areas relative to other evaluated solutions. For example, change-risk scoring is subjective, and CMDB and knowledge management functionality is basic. Reference customers noted that they can do anything they need with the platform using the proprietary scripting language, though some changes require a bit of scripting. Reference customers also noted occasional missing reported problems in ManageEngine’s support queue. Overall, ManageEngine is ideal for value oriented SMBs that want a comprehensive IT management ecosystem.
Challengers
Broadcom offers an IT-centric value proposition but struggles with acquisition woes. Broadcom, known for its semiconductors and acquisition of CA Technologies, continues in the ESM/ITSM market with its CA Service Management line. The vendor is strategically weak in ESM, with a highly IT-focused roadmap and vision. Broadcom focuses on account enrichment with existing customers rather than new customer growth, an approach that has resulted in increasingly frequent reports of price hikes, poor customer service, and complaints about contracting practices. Broadcom has a roadmap to close capability gaps and better align with market trends, including usage of AI/ML and aligning change management with DevOps. Broadcom’s platform has credibly served enterprises as well as managed service providers but is now falling behind; it doesn’t focus on dedicated applications for non-IT functions (e.g., HR or facilities). Heat-and-weather prioritization analytics are a strength. The solution is now containerized, features a variety of UX improvements, and even includes some self-service options like chatbot functionality. However, these additions are closing only small capability gaps, and customers don’t think the added features provide the differentiating value that justifies recent product price increases. Major capabilities such as incident and change management, low/no-code, integrations and APIs, and app marketplace are weak compared with other offerings. Broadcom is a good fit for companies committed to the broader Broadcom Software ecosystem. Broadcom declined to participate in the full Forrester Wave evaluation process.
Evaluation Overview
We evaluated vendors against 22 criteria, which we grouped into three high-level categories:
Current offering. Each vendor's position on the vertical axis of the Forrester Wave graphic indicates the strength of its current offering. Key criteria for these solutions include enterprise service modules, request management, service portfolio enablement and reporting, and deployment and administration.
Strategy. Placement on the horizontal axis indicates the strength of the vendors' strategies. Key criteria for these solutions include vendor’s commercial models and innovation roadmaps.
Market presence. Represented by the size of the markers on the graphic, our market presence scores reflect each vendor's average deal size, revenue, and number of customers.
Vendor Inclusion Criteria
Forrester included 15 vendors in the assessment: Atlassian, BMC, Broadcom, EasyVista, Freshworks, IBM, IFS, Ivanti, ManageEngine, Matrix42, Micro Focus, OmniNet, ServiceNow, TOPdesk, and USU Software. Each of these vendors has:
Innovation in core ITSM. Innovative capabilities include analytics/AI applied to ITSM capabilities, support for containers and serverless computing, support for DevOps, and other differentiating factors.
ITSM capabilities that extend beyond technology services. We assessed vendors on product features as well as go-to-market strategy for non-technology business.
Demand and supply management through a service app store and service portfolio. We evaluated products on the maturity of their portal implementation, including information architecture and third-party integrations.
Workflow automation through PaaS/low-code development. We evaluated products for low-code/PaaS functionality and limitations as well as integration capabilities and AI/cognitive capabilities.
Active engagement in the ESM market. We assessed corporate ESM strategy, including vendors’ active promotion, development, investment in their ESM capabilities.
Demonstrated interest from Forrester clients. Forrester clients regularly consider this provider as an ESM solution.
ESM market revenue above $30 million. Vendors demonstrated, or Forrester estimated, ESM revenue of above $30 million.
Supplemental Material
Online Resource We publish all our Forrester Wave scores and weightings in an Excel file that provides detailed product evaluations and customizable rankings; download this tool by clicking the link at the beginning of this report on Forrester.com. We intend these scores and default weightings to serve only as a starting point and encourage readers to adapt the weightings to fit their individual needs.
The Forrester Wave Methodology
A Forrester Wave is a guide for buyers considering their purchasing options in a technology marketplace. To offer an equitable process for all participants, Forrester follows The Forrester Wave™ Methodology Guide to evaluate participating vendors.
In our review, we conduct primary research to develop a list of vendors to consider for the evaluation. From that initial pool of vendors, we narrow our final list based on the inclusion criteria. We then gather details of product and strategy through a detailed questionnaire, demos/briefings, and customer reference surveys/interviews. We use those inputs, along with the analyst’s experience and expertise in the marketplace, to score vendors, using a relative rating system that compares each vendor against the others in the evaluation.
We include the Forrester Wave publishing date (quarter and year) clearly in the title of each Forrester Wave report. We evaluated the vendors participating in this Forrester Wave using materials they provided to us by September 20, 2021 and did not allow additional information after that point. We encourage readers to evaluate how the market and vendor offerings change over time.
In accordance with The Forrester Wave™ And New Wave™ Vendor Review Policy, Forrester asks vendors to review our findings prior to publishing to check for accuracy. Vendors marked as nonparticipating vendors in the Forrester Wave graphic met our defined inclusion criteria but declined to participate in or contributed only partially to the evaluation. We score these vendors in accordance with The Forrester Wave™ And The Forrester New Wave™ Nonparticipating And Incomplete Participation Vendor Policy and publish their positioning along with those of the participating vendors.
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