The ITSM market has long considered static due to its inherent characteristics of a replacement market (virtually every enterprise has an IT service desk). Interestingly, the methodologies behind those service desk, primarily ITIL, have also been used to expand the realm of service management beyond the strict boundaries of IT, due to the similarity of the processes defined for IT and those used in other corporate functions or Lines of Business.
Indeed, whether it is in IT or elsewhere in the enterprise, raising an issue or requesting a service is very similar in terms of the process, although the data or the service itself is of a different nature. HR has been the original immediate expansion beyond IT, and the expansion is happening in several directions.
With the Service Management market expanding beyond IT and now becoming a greener field, it has become important to get analysts to assess vendors addressing that expansion to the Enterprise, called ESM (Enterprise Service Management). We are pleased that as part of that expansion, Micro Focus has been named a Leader by Forrester in their ESM Wave.
Moreover, you can click here to learn more about Micro Focus ITSM offerings.