Who makes the ESM decision?
by Dr. Thomas Mendel, Managing Director Research In Action.
It’s that time of the year again. The annual Research In Action Vendor Selection Matrix™ – IT and Enterprise Service Management SaaS and Software: The Top 20 global venders 2020 is about to be published. Apart from a comparative vendor evaluation, we also collect survey data on market trends. I would like to point out one specific aspect of our research. We have seen a steady evolution of IT Service Management towards Enterprise Service Management for a number of years, which means that many companies want to apply their process modeling skills to other business processes. Many companies still have heavily manual business processes today, such as in human resources, supplier management, technical services, field service, financial and asset management, and here too, modeling, optimization and automation should be carried out.
All of this will change drastically in the next few years. The majority of the 1,500 companies surveyed this year will invest in Enterprise Service Management solutions by the end of 2022, and what is almost more important: In many companies, business management and IT will finally decide jointly on these investments. You can see this clearly in the survey results depicted in the graphic below. When it comes to the introduction of Enterprise Service Management solutions, most companies rely today on a common approach between business and IT. One of the main reasons for this is the greatly increased process know-how of IT and thus standing in the organization due to the high level of ITIL implementations (currently around 90%).
To infinity…and beyond!