The latest report from Research In Action shows which IT Service Management and Enterprise Service Management providers perform best worldwide—based on direct feedback from 10,000+ IT and business decision-makers.

The report helps you put the key trends (e.g., Agentic AI, AIOps, Unified Service Catalog) into context, understand investment priorities for 2026 and create a well-founded shortlist—including an assessment of the leading vendors in the global market.

What you can achieve with the report

• A solid prioritization of your IT/ESM investments for 2026 (AI, automation, experience, governance)
• A vendor shortlist that fits your starting situation (complexity, deployment requirements, integration needs)
• Clarity on which capabilities must not be missing in tenders, RFIs/RFPs, and roadmaps
• Better alignment between IT and business departments through a shared target vision for enterprise services 

USU ranks as a market leader in the report, with a clear focus on the “AI-First Service Era.” It particularly highlights autonomous AI agents for diagnosis, analysis, and resolution (including across departmental boundaries), enablement for agentic workflows and flexible delivery (focus on SaaS, while also supporting on-premises).