A key finding of the study is that organisations must assess their AI readiness realistically. Many IT departments are investing in cutting-edge platforms without having the necessary data and governance structures in place. The quality of knowledge sources and clear frameworks for AI governance are becoming key success factors.
These companies are leading the market
- According to Forrester, BMC Helix stands out thanks to a clear AI strategy and robust capabilities for observability and workflow automation. It offers a platform for organisations seeking to manage processes proactively.
- ServiceNow remains the benchmark for integrated service management: with intelligent workflows, virtual agents and low-code/no-code capabilities that seamlessly connect IT and business.
- Atlassian focuses on team collaboration and agentic AI within Jira Service Management and is ideal for organisations that work agilely and intelligently connect knowledge.
- OpenText, as a ‘Strong Performer’, rounds off the field with a robust platform for monitoring and proactive remediation. Another strength of OpenText is knowledge management.
From ITSM to Agentic AI: The new dynamic in service management
According to Forrester, ESM is rapidly evolving from reactive IT operations towards a proactive, enterprise-wide service ecosystem. Agentic AI – that is, autonomously operating AI agents – takes on tasks in incident, change and request management, for example, and is fundamentally transforming working practices. Generative AI is no longer an add-on, but a core component of modern service platforms. The platforms of the technology companies mentioned utilise AI for intelligent workflows, anomaly detection, change risk assessment and automated knowledge generation. Materna puts these technologies into practice with use cases for automated ticket categorisation, chatbots, AI-supported knowledge management and predictive analytics in service operations.
ESM meets IT Operations and Observability
Another trend: the boundaries between ESM, IT Operations Management (ITOM) and observability are becoming increasingly blurred. ESM platforms are increasingly providing the data foundation for AI models that enable proactive analysis, fault prevention and automated escalations. Materna bridges these worlds: with solutions such as BMC Helix Observability, ServiceNow ITOM and Atlassian Insight, Materna creates transparency regarding services, assets and dependencies in projects, laying the foundation for intelligent control and stable processes.
Maturity-based adoption rather than AI overload
Forrester warns against implementing oversized platforms before organisations are AI-ready. ‘Rightsizing’ is becoming the recipe for success: only those who prepare their governance, knowledge and processes can reap the full benefits of generative AI. Materna provides step-by-step support: through AI and ESM assessments, process consultancy and realistic roadmaps, consultants work alongside clients to develop a sustainable implementation tailored precisely to their objectives, budget and organisation.
Materna: Bridging the gap between technology and transformation
As a leading ESM service provider in Germany, Materna supports organisations throughout their entire journey, from strategic design to operational excellence. The experts have been advising on and implementing leading ESM platforms for years, including BMC Helix, Atlassian Jira Service Management, OpenText and ServiceNow, combining technology with best practices for processes, governance and change management.
Through consultancy services, implementation projects and managed services, Materna supports businesses and public sector organisations in establishing AI-ready processes, setting up self-service portals and creating a measurably better customer and employee experience. In this way, service management becomes a key driver for greater efficiency and measurable service quality.
Conclusion
The Forrester Wave shows that Enterprise Service Management is entering a new phase. The leading platforms are focusing on AI, automation and experience. However, genuine added value is only achieved through the right strategy, architecture and integration. This is precisely where Materna comes in: with many years of technological expertise, AI know-how and practice-oriented transformation programmes. Enterprise Service Management is not an IT discipline, but a strategic enabler for business transformation. As a leading ESM service provider and partner to the market-leading platforms, Materna is actively shaping this transformation.
