Lead the Shift: Top ITSM Trends and Vendors for 2025
VENDOR SELECTION MATRIX™
By Research in Action, May 2025
Xurrent's 2025 Awards:
ABOUT THE REPORT
The ITSM landscape is evolving fast—AI, ML, and employee-centric strategies are redefining how organizations deliver and optimize services.
Download the latest Vendor Selection Matrix report, based on insights from 250,000 global buyers, to stay ahead of 2025’s top trends and discover which vendors are leading the charge.
WHO IS IT FOR?
- CIOs, CTOs, and IT Leaders looking to align ITSM strategies with emerging technologies like AI and ML
- Enterprise Architects and ITSM Managers seeking insights into the most valued capabilities and top vendors
- Digital Transformation Leaders aiming to stay ahead of industry trends and service innovation
- Procurement and Vendor Management Teams evaluating ITSM solutions for future-ready service delivery
- Business Decision Makers involved in shaping IT and ESM investments for 2025 and beyond
WHAT YOU’LL DISCOVER:
- The top three IT and ESM investment priorities for 2025, as identified by global decision makers
- The most valued capabilities of modern ITSM solutions, according to enterprise leaders
- The key trends transforming IT and ESM, including the impact of AI and ML
- The Vendor Selection Matrix: the top global ITSM vendors ratings based on strategy, execution, and real buyer insights
Data You Can Trust
Research In Action surveys over 10,000 enterprise IT and business decision makers globally each year to gather direct insights on technology strategy, investments, and challenges. Its Vendor Selection Matrix uses a primarily survey-based methodology, with 63% of the evaluation based on buyer feedback and 37% on analyst input informed by vendor interviews and independent analysis.
Get ahead of the curve — make smarter vendor decisions, discover what’s driving change in ITSM, and find out the top-performing vendors to stay competitive in 2025.
