New Research In Action Vendor Selection MatrixTM Report - IT And Enterprise Service Management Solutions: The Top Vendors 2025.

Germany - May 2nd 2025: As we navigate the IT and Enterprise Service Management (IT and ESM) landscape of 2025, the integration of Artificial Intelligence (AI) and Machine Learning (ML) within IT and ESM has emerged as a transformative force. These advanced technologies are revolutionizing how organizations manage and optimize their service delivery, enabling predictive analytics, automated decision-making, and intelligent problem-solving. By leveraging AI and ML, organizations are not only streamlining operations but also creating more engaging, efficient, and supportive work environments. At the same time, there is an unprecedented focus on enhancing the employee experience. This study delves into these pivotal trends, exploring how AI-driven innovations and a commitment to employee-centric strategies are reshaping the future of IT and ESM.

Two new surveys by Research In Action GmbH of 2,000 IT and business managers with budget responsibility globally and in Continental European enterprises (1,0000 each) examined their IT and ESM practices and plans for 2025. The survey captured which software vendors are well-known and how these executives rate the products and services of different IT and ESM vendors.

The Vendor Selection MatrixTM is a primarily survey-based methodology for evaluating vendors, with 63% of the evaluation is based on a survey of enterprise business decision makers and 37% based on the analyst's opinion. The analyst's input comes from a combination of in-depth interviews with software or service vendors and their customers, as well as the analyst's informed, independent perspective. All of this makes Research In Action Vendor Selection MatrixTM reports unique, and this approach is one of Research In Action's key differentiators in market research. We selected the vendors that received the highest ratings from the buyers, but excluded those with fewer than 15 ratings.

This year, we will again publish two separate reports:
1. Vendor Selection MatrixTM - IT And Enterprise Service Management: The Top Global Vendors 2025.
https://researchinaction.org/wp-content/uploads/VSM-ITESM-GL-2025-WWW.pdf
2. Vendor Selection MatrixTM - IT And Enterprise Service Management: The Top Vendors For Continental European Enterprises 2025.
https://researchinaction.org/wp-content/uploads/VSM-ITESM-CE-2025-WWW.pdf

Dr. Thomas Mendel, Managing Director at Research In Action GmbH, comments on the research regarding trends in people, process and technology:

• Generative/Conversational AI Everywhere. Organizations and vendors are increasingly embedding Generative/Conversational AI and Machine Learning (ML) technologies into their ITSM and ESM tools to enhance their capabilities. Most organizations start with their ITSM processes, before they move to ESM. We expect a 12 -18 months delay here. For example, AI and ML are being utilized to drive predictive analytics, enabling IT teams to foresee and address potential issues before they escalate, AI-powered chatbots and virtual assistants are becoming prevalent, efficiently handling routine queries and service requests.

• Modernization And Automation. Organizations will be aggressively modernizing their IT infrastructure through 2027 at least. Savvy one will be using new Service Integration and Management (SIAM) tools as well as robust automation technologies. End-to-end automation ensures that workflows are seamlessly managed across different systems and departments, eliminating manual intervention and reducing the likelihood of errors. IT service workflow automation is back in style due to its ability to enhance efficiency, reliability, and service quality while reducing costs and enabling IT departments to focus on more strategic initiatives.

• Better Employee Experience. Organizations around the globe realize that they need to focus on retaining productive employees. Digital employee experience means to provide employees with seamless, efficient, and secure digital tools and environments. This trend reflects a strategic shift towards valuing employee experience as a critical factor in achieving broader business goals and maintaining a competitive edge in the digital age. Overall, the data suggests that organizations are returning to look at the optimization of internal operations which includes both employee and IT service workflows. Employees who are not bogged down by inefficient processes and can work more effectively are better equipped to serve customers.

• Who came out on top? These are the market leaders, as selected by 2,000 buyers surveyed based on their evaluation of product, company, and service quality (listed in alphabetical order):

1. Vendor Selection MatrixTM - IT And Enterprise Service Management:
The Top Global Vendors 2025.
 BMC HELIX
 BROADCOM
 FRESHWORKS
 IVANTI
 MANAGEENGINE
 SERVICENOW
 SOLARWINDS
 TEAMDYNAMIX
 USU
 XURRENT

2. Vendor Selection MatrixTM - IT And Enterprise Service Management:
The Top Vendors For Continental European Enterprises 2025.
 EASYVISTA
 FRESHWORKS
 HALO
 IFS
 IVANTI
 MANAGEENGINE
 MATRIX42
 SERVICENOW
 SOLARWINDS
 TOPDESK

Vendor Selection MatrixTM Disclaimer:

The Vendor Selection MatrixTM is a primarily survey-based methodology for comparative vendor evaluation. Research In Action GmbH does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings. The information contained in this research has been obtained from both enterprise as well as vendor sources believed to be reliable. Research In Action GmbH's research publications consist of the analysts' opinions and should not be considered as statements of fact. The opinions expressed are subject to change without further notice. Research In Action GmbH disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. All trademarks are recognized as the property of the respective companies.

Press Contact:

Research In Action GmbH
Dr. Thoma Mendel
Alte Schule
56244 Hartenfels
Germany
Telephone: +49 160 99492223
E-Mail: tmendel@researchinaction.eu
Internet: www.researchinaction.eu

About Research In Action:

Research In Action GmbH is a leading independent information and communications technology research and consulting company. The company provides both forward-looking as well as practical advice to enterprise as well as vendor clients.

This release was published on openPR.