Spectrum Benchmark ESM 2023 : Presentation of ITSM concepts and analysis of the ESM market


Spectrum Group is proud to offer the 2023 edition of the Enterprise Service Management market report. It aims to first introduce the concepts of ITSM and then present a panel of vendors representative of the ESM market.

The 2023 edition of this study focuses more on the ITIL principles that are the basis of ITSM software, most of which is ITIL v4 certified.

ITIL concepts such as the guiding principles, the service value system and the value chain are presented for understanding the basics of ITSM software. And ITIL practices correspond to the main functional bricks of ITSM and ESM software.

ITSM is a part of ESM, and the market is now mature enough to tool service management more broadly than just the IT domain. So we’re talking more about the ESM market, and the panel for the study is as follows:

  • BMC Helix
  • EasyVista
  • Freshservice
  • iTop
  • Jira Service Management
  • Mint Service Desk
  • Matrix42
  • ServiceNow

If the market is largely dominated by BMC and ServiceNow in terms of turnover, there are a large number of challengers who have excellent functional response capabilities, often with easier interfaces and mechanisms. Finally, there are many start-ups that know how to propose innovative concepts approaching the notion of service. They often come as a complement to existing, more traditional systems to bring more efficiency.

The study presents this market and the 8 selected editors through detailed solution sheets.


Article author :
Thomas Poinsot

Thomas Poinsot