The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025

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The latest Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report offers a comprehensive evaluation of the 15 most significant ESM vendors in the global market. This complimentary report is an essential reading to navigate the evolving ESM landscape and make informed decisions about the future of service management.
This independent analysis helps enterprise buyers understand how top ESM vendors compare based on current offering, strategy and customer feedback.
The report delivers insights into:


The evolving role of AI in enterprise service management—including the rise of agentic AI
How vendors are addressing compliance, governance, and data protection
Trends shaping the future of digital employee experiences
Vendor strengths, challenges, and differentiators

USU is proud to be included among the 15 most significant ESM vendors in this global evaluation. The report also notes that "USU takes governance of AI seriously, with the goal of helping organizations safely navigate the rapidly changing landscape of laws and regulations." A new version of our ESM platform is planned for release in 2026—it will take AI support and usability to the next level.
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IT leaders and CIOs planning their next-generation service management strategy
Service management professionals exploring AI-driven innovation
Procurement teams evaluating ESM platforms
Organizations with data sovereignty and compliance requirements, especially in Europe

Get your complimentary copy and gain a competitive edge in your ESM strategy!
 
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.
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