The results of The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025, are in, and it is no surprise to anyone that the primary investment in enterprise service management (ESM) platforms is AI. I’ve read so much about how we are in a hype cycle, and AI is definitely in its infancy, but I had the incredible experience of speaking with customers who could demonstrate tangible results.
Enterprise service management has long been the backbone of IT operations, quietly powering workflows, ticketing systems, and service delivery across organizations. But the landscape is shifting fast. Artificial intelligence is no longer a future consideration; it’s a present-day disruptor. The latest market analysis reveals a clear trend: Platforms that fail to embrace AI risk falling behind, while those that integrate it deeply are redefining what service management can achieve.
This transformation isn’t just about adding innovative features. Don’t think you’re going to bolt this into your current workflows. It’s about reimagining how service teams operate, how decisions are made, and how value is delivered across the enterprise. AI is changing the rules, and the leading vendors in this space are already playing a different game.
AI Is At The Core Of Modern ESM
The most significant shift in enterprise service management today is the repositioning of AI from a nice-to-have enhancement to a foundational core capability. Leading platforms are embedding AI into every layer of service delivery — from incident routing and resolution to predictive analytics and intelligent automation. This isn’t about chatbots answering FAQs. It’s about AI agents that understand context, anticipate needs, and make decisions that previously required human intervention.
This evolution is enabling service desks to move from reactive to proactive. AI-driven insights are helping teams identify patterns, prevent outages, and optimize resource allocation before issues arise. The result is not just faster service — it’s smarter service. And for IT leaders, this means fewer escalations, better user experiences, and more time spent on strategic initiatives.
Knowledge Management Is More Strategic
One of the most profound impacts of AI in ESM is in knowledge management. Historically, knowledge bases have been static repositories, valuable but often underutilized. Today, AI is transforming them into dynamic engines of insight. Intelligent search, natural language processing, and contextual recommendations are making it easier for users and agents to find the right information at the right time, meeting them where they work.
This shift is reducing resolution times and improving first-contact success rates. But more importantly, it’s elevating knowledge management from a support function to a strategic asset. Platforms that leverage AI to continuously refine and expand their knowledge base are creating a feedback loop that drives continual improvement. For IT leaders, this means better decision-making, more efficient operations, and a foundation for scalable growth.
AI Is Driving Business Value
The integration of AI into ESM platforms is not just improving IT operations; it’s delivering measurable business value. Intelligent automation is streamlining workflows, reducing manual effort, and cutting operational costs. Predictive analytics are helping leaders anticipate demand, allocate resources more effectively, and align IT services with business priorities.
What sets the leading platforms apart is their ability to scale these capabilities across the enterprise. They’re not just solving IT problems; they’re enabling cross-functional collaboration, enhancing employee experiences, and supporting digital transformation initiatives. AI is becoming the connective tissue that links service management to broader business outcomes.
For organizations looking to stay competitive, this means rethinking their ESM approach. It’s no longer enough to have a platform that “works.” It must be intelligent, adaptive, and aligned with the business’s strategic goals.
All That Sounds Great, But Are We Ready For AI Transformation?
Three critical success factors stand out for IT leaders: the readiness to adopt agentic AI, the quality of knowledge sources, and the governance and regulatory requirements. Organizations must ensure that they are prepared to embrace AI functionalities without overinvesting, maintain high-quality knowledge bases (with context) to avoid AI hallucinations, and understand the governance and regulatory landscape to choose the right vendor. These factors are reshaping how organizations approach service management, making it imperative to choose platforms that not only meet current needs but also anticipate future demands.
The AI transformation in enterprise service management is not a trend; it’s a turning point. Platforms that embrace this shift are setting new standards for efficiency, agility, and innovation. For IT leaders, the message is clear: The future of service management is intelligent, and the time to act is now.
To explore which platforms are leading the charge and how they’re doing it, check out the full market evaluation. The insights are worth your time.
Let’s Connect
Have questions? Let’s connect and continue the conversation! Reach out to us through social media; Forrester clients can request a guidance session. Follow our blogs and research at Forrester.com.
