Modern IT Service Management (ITSM) aligns IT operations with enterprise objectives, manages risk, and enables digital transformation. Heightened expectations for automation, predictive analytics, and experience-centric service delivery are expanding the addressable market for focused ITSM specialists. These providers stand out through strong vendor partnerships, platform-agnostic consulting, and proprietary accelerators that shorten transformation timelines.
Boutique players differentiate themselves with deep ITSM talent pools, neutral consulting stances, and early adoption of generative AI, AIOps, and hyperautomation across ITSM workflows. Their flexible engagement models, ranging from rapid implementations and modular services to adaptive operations, deliver the agility and measurable RoI today’s enterprises require.
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IT Service Management (ITSM) Specialist Services PEAK Matrix® Assessment 2025
The 2025 PEAK Matrix® assessment profiles these 10 specialists, highlighting strengths, limitations, and sourcing considerations to guide buyer selection while enabling providers to benchmark performance.
Scope
- All industries and geographies
- This assessment is based on Everest Group’s annual RFI (Q4 2024 to Q1 2025), provider briefings, buyer interviews, and proprietary Transaction Intelligence database
Contents
In this report, we profile 10 ITSM specialist providers, covering:
- Their market impact, vision, and capabilities
- Key strengths and limitations
- Sourcing considerations for enterprises
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What is the PEAK Matrix®?
The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.
