To assess the state of the Enterprise Service Management (ESM) market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top ESM vendors.

·      To assess the state of the Enterprise Service Management (ESM) market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top ESM vendors.

·      Modern ITSM tools which provide ESM capabilities address the following three imperatives:

·      Boost service management efficiency and agent productivity with machine learning and built-in analytics.

·      Provide an easy, intuitive, and engaging user experience.

·      Build flexibility and portability into deployment options to reduce TCO and increase speed and agility.

·      ESM brings the best of ITSM at the front-end-intelligence to speed up work with convenience and accuracy, driving engagement  by ensuring users feel comfortable with the tools so they will use them, and through automation, freeing up people from routine tasks and allowing them to work on more important tasks.

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