U.S. Firms Expand ESM for Consistent, AI-Enabled Operations

Organizations build AI-ready foundations and prepare service environments for greater autonomy under transparent controls, ISG Provider Lens^® report says

STAMFORD, Conn.--(BUSINESS WIRE)--Enterprises in the U.S. are extending enterprise service management (ESM) across all business functions to improve visibility, consistency and accountability, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2026 ISG Provider Lens^® Enterprise Service Management Services report for the U.S. finds that ESM increasingly functions as an enterprise execution layer. It connects people, processes and data with intelligent automation across business and technology domains. This trend is leading toward autonomous operational models and changing expectations for how companies should design, deliver and measure services.

“The defining test for ESM is whether intelligent execution can scale while keeping decisions linked to accountability,” said Andy Miears, partner, ISG. “Enterprises that align those elements can increase autonomy while preserving the controls required for reliable operations.”

Many U.S. enterprises begin digital transformation programs with careful assessments of data quality, architecture maturity and alignment of operating models. These reviews determine whether existing environments can support expanded AI use while maintaining appropriate transparency and control. Companies commonly invest in data modernization, operating model redesign and formal AI-readiness assessments as they embark on new programs. They prioritize scalable foundations that support reliable long-term transformation rather than short-term automation gains.

U.S. companies are applying service-management practices across areas including human resources, finance, procurement, facilities and compliance management. Using unified service architectures and shared data layers, they coordinate work across business and technology domains. Service orchestration, capability mapping and cross-functional workflows provide shared mechanisms for visibility and coordination. This model establishes clearer responsibility for ongoing service delivery.

As service environments become more interconnected and data-intensive, enterprises are investing in observability, telemetry and predictive capabilities. These tools improve service continuity with early risk detection, visibility into business impacts and predictive insights across workflows. Buyers increasingly prioritize reliability improvements and continuous optimization over traditional reactive incident response. Operational intelligence supports AI-assisted decisions and intelligent orchestration while maintaining the necessary transparency, auditability and operational control, ISG says.

“Connected expertise is essential for enterprise transformation,” Ashwin Gaidhani, lead author of the report. “Providers that combine strategy, implementation and ongoing operations can help enterprises establish reliable environments for transformation and continuous optimization.”

The report also explores other ESM trends in the U.S., including the growing adoption of experience-led performance frameworks and the rising importance of expected business impact in making funding decisions.

For more insights into the ESM challenges faced by enterprises in the U.S., along with ISG’s advice for addressing them, see the ISG Provider Lens Focal Points briefing here.

The report evaluates the capabilities of 30 providers across three quadrants: Consulting and Advisory Services, Implementation and Integration Services and Managed Services for Converged IT and Business Ops.

It names Accenture, Capgemini, Cognizant, Genpact, HCLTech, Infosys, LTM, TCS, Tech Mahindra and Wipro as Leaders in all three quadrants. Deloitte is named as a Leader in two quadrants, and DXC Technology and IBM are named as Leaders in one quadrant each.

In addition, NewRocket and Ondaro are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants each. Birlasoft is named as a Rising Star in one quadrant.

In the area of customer experience, Hexaware is named the global ISG CX Star Performer for 2026 among ESM Services providers. Hexaware earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.

The 2026 ISG Provider Lens Enterprise Service Management Services report for the U.S. is available to subscribers or for one-time purchase on this webpage.

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.