ISG is a global AI-centered technology research and advisory firm, trusted by more than 900 clients including 75 of the world's top 100 enterprises. The 2026 ISG Buyers Guides for IT Management assessed 83 software providers.
ISG research finds enterprises increasingly rely on ITSM and related platforms for autonomous IT operations as AI adoption increases.
AI enables systems to interpret context, generate actions, and adapt workflows in real time, shifting from passive workflow management to active operational decision-making.
Through 2027, ISG expects 50% of enterprises to adopt ITSM software with agentic AI for proactive issue detection, incident resolution, and workflow orchestration.
IT management platforms have evolved from reactive systems into predictive control planes.
ServiceNow was the top Overall Leader across ITSM Platforms, ITAM Platforms, ESM Platforms, AIOps Platforms, and IT Observability Platforms.
The research evaluated 83 providers including AWS, Atlassian, BMC, Datadog, Dynatrace, Freshworks, Google Cloud, IBM, Microsoft, and Salesforce.
Enterprises increasingly rely on IT service management (ITSM) and related platforms for autonomous IT operations as AI adoption increases and IT environments become more complex, according to new research from global AI-centered technology research and advisory firm Information Services Group (ISG) (Nasdaq: III).
AI introduces a different dynamic to service management with systems that can interpret context, generate actions and adapt workflows in real time. This is a shift from passive workflow management to active, operational decision-making.
The 2026 ISG Buyers Guides for IT Management provide the rankings and ratings of 83 software providers and their products for management of IT operations. The series includes Buyers Guides evaluating platforms for managing IT services, assets and observability, along with enterprise services, IT financial operations (FinOps) and AI-enabled IT operations (AIOps). The research finds that these platforms have evolved from reactive systems into predictive control planes, a trend driven by the growth of AI, automation and integrated platform architectures.
"AI introduces a different dynamic to service management with systems that can interpret context, generate actions and adapt workflows in real time," said Jeff Orr, director, Technology Research, ISG. "This is a shift from passive workflow management to active, operational decision-making where the platform is no longer just tracking work, it is doing the work."
IT management platforms have become operational control planes that coordinate people, processes, assets and technology across increasingly distributed environments. They now encompass cloud services, DevOps pipelines, SaaS applications, outsourced operations and digital employee experiences. At the same time, enterprise service management (ESM) is extending service management into functions such as human resources, facilities, finance and shared services, enhancing consistency, accountability and automation. AI is accelerating this evolution by enabling platforms to move from workflow execution to intelligent orchestration and autonomous action.
Enterprises increasingly expect IT management platforms to operate seamlessly across on-premises infrastructure, cloud environments, SaaS ecosystems and third-party services while supporting remote and hybrid workforces. Visibility has become foundational, as security, compliance, resilience and cost optimization depend on accurate data about assets, configurations, dependencies and service relationships. As a result, IT management platforms are becoming the connective layer between observability, AIOps, FinOps, security operations and asset management.
Asset management is also becoming more specialized as organizations seek greater control over software consumption, hardware lifecycles and technology costs. Many now evaluate software and hardware asset management capabilities separately, reflecting the growing complexity of SaaS licensing, cloud subscriptions, endpoint proliferation and regulatory requirements.
AI is making IT management less reactive and more predictive and autonomous. Organizations are already using machine learning and generative AI to summarize incidents, recommend remediation actions, generate automation scripts and accelerate service delivery. The next phase involves agentic AI systems coordinating service management, observability, asset management and operations platforms. Through 2027, ISG expects 50 percent of enterprises to adopt ITSM software with agentic AI for proactive issue detection, incident resolution and workflow orchestration with minimal human intervention. As trust, governance and operational safeguards mature, AI-enabled platforms will increasingly execute routine operations independently.
For the 2026 ISG Buyers Guides for IT Management, ISG produced seven Buyers Guides: IT Service Management Platforms (ITSM), IT Asset Management Platforms (ITAM), Enterprise Service Management Platforms (ESM), AIOps Platforms, IT Observability Platforms, IT Observability Platforms Emerging Providers and IT Management FinOps Platforms. A total of 83 providers were assessed.
In the Buyers Guides for ITSM Platforms, ITAM Platforms, ESM Platforms, AIOps Platforms and IT Observability Platforms, ServiceNow was the top Overall Leader.
ServiceNow was followed by Salesforce and BMC as Overall Leaders for ITSM Platforms, Ivanti and Freshworks for ITAM Platforms, BMC and Salesforce for ESM Platforms, Dynatrace and Salesforce for AIOps Platforms and Dynatrace and BMC for IT Observability Platforms.
In the Buyers Guide for IT Observability Emerging Providers, Zabbix was the top Overall Leader, followed by Logz.io and Observe, Inc. In the Buyers Guide for IT Management FinOps Platforms, Microsoft was the top Overall Leader, followed by Datadog and AWS.
Enterprises evaluating IT management platforms should prioritize strong workflow capabilities with broad ecosystem integration, high-quality operational data and a credible roadmap toward AI-enabled autonomy. Organizations should also assess how well platforms support enterprise service management, asset governance, observability and financial accountability, as these capabilities are increasingly interconnected. Strong governance, transparency and human oversight mechanisms will remain essential as enterprises delegate more decisions to AI-powered systems.
"To find IT management software that will deliver sustained value, enterprises need to use a disciplined evaluation process based on clearly defined criteria," said David Menninger, executive director and distinguished analyst, ISG. "This research explores providers' capabilities and roadmaps in detail, rating and ranking them so organizations can determine which solutions will best meet their needs."
The ISG Buyers Guides for IT Management are the distillation of more than a year of market and product research efforts. The research is not sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT software investments.
Visit this webpage to learn more about the ISG Buyers Guides for IT Management and read executive summaries of each of the seven reports. The complete reports, including provider rankings across seven product and customer experience dimensions and detailed research findings on each provider, are available by contacting ISG.
About ISG
ISG 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.
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