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Forrester Wave Report 2023 for Enterprise Service Management: ServiceNow and BMC Software Leading Providers of ESM Software


In the Forrester Wave Report Q4 2023 for Enterprise Service Management (ESM), analysts from the independent market research company Forrester have once again evaluated providers of ESM solutions. According to the report, our technology partners ServiceNow and BMC Software are among the leaders for ESM software and therefore among the world’s leading providers of enterprise service management.

Enterprise Service Management (ESM) optimizes the workflow throughout the entire company by extending proven IT Service Management (ITSM) practices to all areas of the company. This makes ESM a critical success factor and with the increasing development of business workflows, ESM software providers are increasingly relying on artificial intelligence (AI), especially generative AI (GenAI), and machine learning (ML) to gain a foothold in the market. ESM platforms offer extensive functions that can be used to develop different, networked workflows, create data and information flows and enable analyses to measure business results.

ServiceNow – innovative, feature-rich, scalable platform

The ServiceNow platform is suitable for organizations that require a robust and highly scalable ESM platform, writes Forrester. With its enhancements and innovations such as process mining, real-time integration with DevOps toolchains, benchmarking and change credit scores, ServiceNow continues to drive the market forward, they say. The Forrester analysts highlight that ServiceNow’s “RiseUp with ServiceNow” initiative is helping organizations and individuals build the skills needed to develop and manage the ServiceNow platform, which is helping to solve the skills shortage.

ServiceNow has agility and improved experience at the forefront of its developments: The Knowledge-Centered Service (KCS)-verified Knowledge Management module supports agile knowledge management, and aspects such as Generative Artificial Intelligence (GenAI)-based workflows and the one-platform approach aim to continuously improve employee experience and business agility. In addition, the ServiceNow App Engine enables easy and fast no-code/low-code development of applications and microsites, as well as the addition of logic and automation, Forrester adds.

BMC Software – comprehensive service operations solution for companies

BMC Software also offers knowledge management software. The cloud-based, AI-supported, KCS-verified solution BMC Helix Knowledge Management (by ComAround) was developed in particular for the documentation of specialist knowledge and easy access to expertise. According to Forrester, BMC can not only keep up with the competition, but in many cases even outperform it. BMC’s roadmap includes observation intelligence, AI-driven analysis, zero-touch solutions and proactive functions, according to the Forrester Wave Report.

In its assessment, Forrester emphasizes the user-friendly drag-and-drop functions in the Innovation Studio, which allow users without IT knowledge to easily create and manage workflows. It goes on to say that users appreciate the flexibility of BMC’s platform and the ability to make changes so that the platform fits their needs – with high delivery speed and without highly skilled engineers.

In conclusion, Forrester states that BMC’s ESM platform is suitable for organizations that want a flexible approach to their service operations and need to build their own applications and combine this with robust ESM capabilities.

Personal advice on ServiceNow and BMC Software

Are you looking for a reliable partner for your Enterprise Service Management and the right technology for your company? Our experts for the leading ESM platforms ServiceNow and BMC Software will be happy to advise you free of charge and without obligation. Get in touch with our specialists now and optimize your work in all areas of your company!

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