skip to main content


This Ovum Market Radar report compares ten of the leading IT service management tool vendors and their solutions to understand how they approach and address the opportunities and issues of employee enablement, and employee experience improvement.


  • This report explains where ITSM tool vendors and their solutions are positioned on the spectrum of facilitating enterprise service management scenarios (at a technology level) through to better enabling support personnel in different lines of business, and the employees they serve.
  • Service management vendors are beginning to act against the broader business opportunity and value that their solutions now deliver.

Features and Benefits

  • Discusses why enterprise service management solutions are a valuable digital workspace tool that can help businesses improve employee enablement.
  • Learn why modernizing the way employees work, specifically in by delivering more proactive support approaches, is so important.
  • Provides detailed analysis and comparisons of the leading service management solutions.

Key questions answered

  • Why are enterprise service management tools so important for enterprises looking to deliver a digital workspace and better employee experiences?
  • What is the value that these tools can provide to enterprises and communication service providers?
  • Of the vendors that deliver employee support tools, which are best served to meet the needs of businesses embarking on a digital transformation initiative?
  • Which key industry trends are driving the market around employee support tools?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors
  • Recommendations for service providers

Defining and exploring employee support tools

  • Vendor landscape
  • Key capabilities
  • Business value and applications

Market landscape and participants

  • Market origin and dynamics
  • Key trends
  • Future market development

Vendors on the Ovum Market Radar in employee support tools

  • Atlassian

Company and solution analysis

  • BMC Software

Company and solution analysis

  • Cherwell Software

Company and solution analysis

  • Freshworks

Company and solution analysis

  • IBM

Solution and company analysis

  • Ivanti

Solution analysis

  • ManageEngine

Company and solution analysis

  • ServiceNow

Company and solution analysis

  • SysAid Technologies

Company and solution analysis

  • TOPdesk


  • On the Radar
  • Further reading
  • Author