The latest “The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025” offers an independent* global evaluation of the 15 most significant providers.
The report highlights how Artificial Intelligence (AI), automation, and digital transformation are shaping the Enterprise Service Management (ESM) market.
Serviceware’s ESM vision builds on a clear AI strategy. Forrester recognized the AI-native Serviceware Platform as one of the “Strong Performers”.
Forrester’s report states:
“Serviceware envisions intelligent enterprise-wide service delivery, leveraging an AI-native approach…The vision is spot-on with what the industry needs and strongly links to transformation and innovation with AI advancements…For enterprises seeking a platform that emphasizes AI-enabled incident handling, knowledge, and risk management, Serviceware is a strong choice.”
Source: The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025, Forrester Research, Inc.
*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.
