The results are in. Leading global research and advisory firm, Forrester Research, named TOPdesk a strong performer in their latest Forrester Wave for Enterprise Service Management (ESM). We racked up the highest scores possible for three specific criteria: execution road map, customer numbers and growth in revenue.
Enterprise Service Management (ESM) is the application of IT Service Management (ITSM) principles to other areas of an organization to improve performance and service. In The Forrester Wave™: Enterprise Service Management, Q3 2018, Forrester’s independent researchers evaluated the 12 most significant ESM providers to identify how each provider measures up and help infrastructure and operations (I&O) professionals make the right choice.
Highest scores possible for 3 criteria
Forrester evaluated vendors on a total of 28 criteria, grouped into three high-level categories: current offering, strategy and market presence. TOPdesk, the leading European ESM supplier, received the highest scores possible for the criteria execution road map, customer numbers and our growth in revenue.
Shift towards ESM
Starting out as an IT service management provider, in recent years at TOPdesk we shifted our focus towards becoming a guide to service excellence for any and all business services. ‘This shift is not only motivated by a growing demand for enterprise service management solutions. It also fits perfectly with what TOPdesk as a company has stood for since day one: helping organizations offer better services. I believe being recognized by Forrester as one of the most significant providers of Enterprise Service Management solutions is a confirmation that we’re on the right track,’ says Ramon van Leeuwen, Chief Customer Officer of TOPdesk.
According to the report, ‘TOPdesk Enterprise originally concentrated on core IT service management capabilities but has since pivoted to focus on customer service. With a developed base in the European midmarket, TOPdesk has been further transitioning to ESM via the release of a broad range of business service modules, such as reservations, property management, and contracts.’ Building upon that European leadership, TOPdesk created a strong presence in North and South America, opening multiple offices in the past 5 years.
Forrester researchers also conclude that, ‘leveraging its strong portal designer and straightforward UI, TOPdesk’s customers enjoy a fast time-to-implementation and time-to-utilization. Opportunities for improvement include low/no-code platform usability and native reporting capabilities. TOPdesk hopes to further enhance its offering through a sharable service marketplace and improved open APIs.’
We believe this Forrester Wave™ provides a detailed overview of the opportunities ESM solutions offer organizations to improve their services, and covers the best Enterprise Service Management providers available today.