.jpg)
Information Services Group (ISG), a global AI-centered technology research and advisory firm, has launched a research study examining providers of enterprise service management (ESM) services that support the AI-driven integration of business, corporate and technology operations. The study results will be published in a comprehensive ISG Provider Lens report, titled Enterprise Service Management — Services, scheduled to be released in September 2026.
ISG launches research study on enterprise service management providers for AI-driven integration of business and IT operations.
Report to be published in September 2026 covering consulting, implementation, and managed services for converged IT and business operations.
Three quadrants: Consulting and Advisory Services, Implementation and Integration Services, Managed Services for Converged IT and Business Ops.
ISG has distributed surveys to more than 50 ESM providers.
ISG serves more than 900 clients, including 75 of the world's top 100 enterprises.
ISG founded in 2006 with 1,500 professionals worldwide.
Enterprise service management is becoming a foundational layer of the digital and AI-native operating model, extending service principles beyond IT into enterprise-wide orchestration, automation and experience management. Organizations are increasingly integrating cloud resources, automation and generative AI into service management to achieve unified governance, greater data visibility and seamless orchestration.
“Enterprise service management is becoming a foundational layer of the digital and AI-native operating model, extending service principles beyond IT into enterprise-wide orchestration, automation and experience management,” said Heiko Henkes, principal analyst, ISG. “Providers that can integrate advisory, implementation and managed services with AI-enabled capabilities are becoming critical partners.”
Enterprise buyers will be able to use insights from the report to evaluate their current vendor relationships, identify potential new engagements and compare available offerings, while ISG advisors use the information to recommend providers to the firm's buy-side clients.
Consulting and Advisory Services: Evaluating providers that define enterprise-wide service transformation strategies, governance frameworks and AI-enabled architectures, assessed on their ability to guide enterprises in overall service strategy and operating model design.
Implementation and Integration Services: Assessing providers that deliver workflow deployment, system integration and interoperable environments across hybrid and multicloud ecosystems, enabling connectivity, composable architectures and efficient orchestration.
Managed Services for Converged IT and Business Ops: Covering providers that enable AI-driven service operations with automation, observability and continuous optimization, supporting performance improvement, reliability and cost efficiency.
A report produced from the study will cover the global enterprise service management market and examine products and services available in the U.S. ISG analyst Ashwin Gaidhani will serve as author of the report. A list of identified providers and vendors and further details on the study are available in the digital brochure. Companies not listed as ESM providers can contact ISG and ask to be included in the study. All 2026 ISG Provider Lens evaluations feature expanded customer experience (CX) data that measures actual enterprise experience with specific provider services and solutions.
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.
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.