Get To Know The ITSM Vendor Landscape

Analysts like Gartner and Forrester highlight the biggest names in ITSM. These are established vendors with a broad global presence. Latest reports are the “Gartner Market Guide for IT Service Management Platforms 2025” or the “Forrester Wave Enterprise Service Management Q4 2023”.  

But vendors listed by Gartner and Forrester are not the only options. Smaller vendors can also offer strong solutions, sometimes with more flexibility or better pricing. An alternative source for ITSM vendor rankings is Research in Action. Just in case you want to have a look at their latest report, here it is:

By now, you might be wondering about Enterprise Service Management (ESM). ITSM and ESM refer to the same type of tools. Every enterprise ITSM solution can also be used for non-IT services like HR or facility management. That’s why some vendors and analysts now call these tools ESM instead of just ITSM. 

If it comes to IT service management practices there is no need to reinvent the wheel.  ITIL® has been the de facto standard for years—and it still is. Today, almost every IT organization structures its service management around ITIL best practices.

PeopleCert, the organization that owns the ITIL® framework, also certifies ITSM tools that meet ITIL requirements. Their ITIL-Accredited Tool Vendor list is another valuable resource for identifying top enterprise ITSM vendors.

There’s no one-size-fits-all ITSM vendor—only the right one for you. Before exploring your options, start by defining your goals. Answering the questions below will help you identify the key features and capabilities you need in a solution. 

• Which IT processes need support from day one? Clarify which ITIL practices or workflows should be covered immediately.
• What’s on your roadmap? Plan for additional processes you want to implement within the next 2–3 years. 
• Beyond IT—who else will use it? Consider expanding ITSM to HR, Facility Management, or other departments. 
• What’s your budget? While an initial budget provides guidance, an ROI estimate will help refine your investment. The right tool may deliver more value than expected—making a higher investment worthwhile. 

Most enterprise ITSM vendors don’t share price lists online. While it’s too early to talk about exact costs, having a ballpark figure helps you see if moving forward fits your budget.

Enterprise ITSM pricing depends on company size, IT complexity, and the modules you need. While license metrics and exact costs vary, here’s a general idea of what to expect: 

Additional costs may include implementation, integrations, training, and ongoing support. Many vendors also offer tiered pricing based on the number of agents, service requests, or advanced features like AI-driven automation. 

These figures provide a rough estimate, but final pricing depends on your specific needs. We’ll cover the detailed requirements in Phase 3 - How can we prioritize our ITSM requirements and run RFPs.

As a next step you need to build a strong buying group, because choosing an ITSM tool isn’t a solo decision. To make the right choice, you’ll need a well-rounded buying group that brings together both internal decision-makers and external influencers. Here’s who to include:  

• Executive sponsor – This is the most important person in your buying group because they own the budget. They won’t be involved in the day-to-day journey, but it’s key to keep them informed and engaged.
• Internal decision-makers – IT leaders who drive the decision and procurement teams who handle contracts. 
• Internal key users – The people who know your current tool best and will use the new ITSM solution daily. 
• Consultants – External experts who understand both your needs and the vendor landscape. 
• Industry analysts – Analysts who track ITSM trends and provide insights from both vendors and customers.
• Peers – Colleagues from other companies who’ve been through the ITSM selection process. 
• External influencers – Industry subject matter experts who bring a broader perspective. 
• Vendors – Sooner or later, you’ll connect with vendors. Choose those who communicate openly, respond quickly, and build relationships based on trust. 

Longlist in hand and buying group setup? Great. Next, we’ll walk you through how to shrink your longlist into a shortlist—without the stress.