ISG to Study Enterprise Service Management Providers

Upcoming ISG Provider Lens^® report will evaluate providers helping companies expand and improve service management using AI

STAMFORD, Conn.--(BUSINESS WIRE)--Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm, has launched a research study examining providers of enterprise service management (ESM) services that support the AI-driven integration of business, corporate and technology operations.

The study results will be published in a comprehensive ISG Provider Lens^® report, titled Enterprise Service Management — Services, scheduled to be released in September 2026. The report will analyze companies offering consulting and advisory services, implementation and integration services and managed services for converged IT and business operations.

Enterprise buyers will be able to use insights from the report to evaluate their current vendor relationships, identify potential new engagements and compare available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

ESM is evolving from a traditional IT service management discipline into a broader framework that unifies operations across the enterprise. Organizations are increasingly integrating cloud resources, automation and generative AI into service management to achieve unified governance, greater data visibility and seamless orchestration. As enterprises move toward outcome-based and AI-powered service models, they are seeking providers with the combined strategy, engineering and operations expertise they can leverage to deliver scalable, resilient and intelligent service ecosystems.

"Enterprise service management is becoming a foundational layer of the digital and AI-native operating model, extending service principles beyond IT into enterprise-wide orchestration, automation and experience management," said Heiko Henkes, principal analyst, ISG. “Providers that can integrate advisory, implementation and managed services with AI-enabled capabilities are becoming critical partners.”

ISG has distributed surveys to more than 50 ESM providers. Working in collaboration with ISG’s global advisors, the research team will produce three quadrants representing the core service categories enterprises are actively investing in, based on ISG’s experience working with its clients. The three quadrants are:

• Consulting and Advisory Services, evaluating providers that define enterprise-wide service transformation strategies, governance frameworks and AI-enabled architectures. These providers are assessed on their ability to guide enterprises in overall service strategy and operating model design.
• Implementation and Integration Services, assessing providers that deliver workflow deployment, system integration and interoperable environments across hybrid and multicloud ecosystems. These providers enable connectivity, composable architectures and efficient orchestration across enterprise systems.
• Managed Services for Converged IT and Business Ops, covering providers that enable AI-driven service operations with automation, observability and continuous optimization. These providers support performance improvement, reliability and cost efficiency through integrated service management.

A report produced from the study will cover the global enterprise service management market and examine products and services available in the U.S. ISG analyst Ashwin Gaidhani will serve as author of the report.

A list of identified providers and vendors and further details on the study are available in this digital brochure. Companies not listed as ESM providers can contact ISG and ask to be included in the study.

All 2026 ISG Provider Lens evaluations feature expanded customer experience (CX) data that measures actual enterprise experience with specific provider services and solutions, based on ISG’s continuous CX research.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.