AI Moves IT Management Platforms Toward Autonomy, ISG says

Key Terms

it service management (itsm) technical

IT service management (ITSM) is the organized set of practices, processes and tools a company uses to design, deliver, maintain and improve its technology services so they reliably support business needs. Think of it as the operations playbook and control center that coordinates IT work like a kitchen fulfills orders: it keeps systems running, speeds problem resolution, controls costs, and reduces downtime or security lapses—factors that directly affect revenue, expenses and investor confidence.

aiops technical

AIOps (Artificial Intelligence for IT Operations) uses machine learning and data analysis to monitor, detect, and resolve problems in an organization’s technology systems automatically. It matters to investors because it can cut downtime and operating costs, speed up fixes, and make digital products more reliable—similar to an autopilot that notices and corrects issues before they disrupt service, which can protect revenue and reduce operational risk.

enterprise service management (esm) technical

Enterprise service management is a companywide approach that applies a single set of tools and processes to run and track routine services—such as HR, facilities, finance and customer support—so work flows smoothly across departments. Think of it as a common operations playbook or control center that replaces ad-hoc handoffs; for investors, it matters because it can lower costs, speed execution, reduce compliance and operational risk, and make a business easier to scale and measure.

observability technical

Observability is a company’s ability to see and understand what its software systems are doing by collecting and analyzing signals like logs, metrics and traces. For investors it matters because strong observability reduces the risk of downtime, hidden bugs or security issues, supports faster fixes and efficient scaling, and therefore can protect revenue, lower costs and signal disciplined operations — like having clear gauges and alarms on a complex machine.

agentic ai technical

Agentic AI refers to computer systems that can make their own decisions and take actions without needing someone to tell them what to do each time. It's like giving a robot a degree of independence to solve problems or achieve goals on its own, which matters because it could change how we work and interact with technology in everyday life.

it asset management platforms (itam) technical

IT asset management platforms (ITAM) are software systems that track and manage a company’s technology items—like computers, servers, software licenses and cloud services—throughout their life from purchase to disposal. Investors care because ITAM helps control costs, avoid regulatory fines and license overspending, reduce cybersecurity exposure and provide clearer visibility into operational efficiency and capital needs—much like an organized maintenance and inventory system for a fleet of vehicles.

rsus financial

RSUs, or restricted stock units, are a form of company shares given to employees as part of their compensation. They are typically awarded with certain restrictions, such as a waiting period before they can be fully owned or sold, similar to earning a gift that becomes fully yours over time. For investors, RSUs can impact a company's stock offerings and reflect how much the company relies on stock-based incentives to attract and retain talent.

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Companies seek more automation, orchestration and governance as IT operations and cost pressures grow, new research says

STAMFORD, Conn.--(BUSINESS WIRE)-- Enterprises increasingly rely on IT service management (ITSM) and related platforms for autonomous IT operations as AI adoption increases and IT environments become more complex, according to new research from global AI-centered technology research and advisory firm Information Services Group (ISG) (Nasdaq: III).

The 2026 ISG Buyers Guides™ for IT Management provide the rankings and ratings of 83 software providers and their products for management of IT operations. The series includes Buyers Guides evaluating platforms for managing IT services, assets and observability, along with enterprise services, IT financial operations (FinOps) and AI-enabled IT operations (AIOps). The research finds that these platforms have evolved from reactive systems into predictive control planes, a trend driven by the growth of AI, automation and integrated platform architectures.

“AI introduces a different dynamic to service management with systems that can interpret context, generate actions and adapt workflows in real time,” said Jeff Orr, director, Technology Research, ISG. “This is a shift from passive workflow management to active, operational decision-making where the platform is no longer just tracking work, it is doing the work.”

IT management platforms have become operational control planes that coordinate people, processes, assets and technology across increasingly distributed environments. They now encompass cloud services, DevOps pipelines, SaaS applications, outsourced operations and digital employee experiences. At the same time, enterprise service management (ESM) is extending service management into functions such as human resources, facilities, finance and shared services, enhancing consistency, accountability and automation. AI is accelerating this evolution by enabling platforms to move from workflow execution to intelligent orchestration and autonomous action.

Enterprises increasingly expect IT management platforms to operate seamlessly across on-premises infrastructure, cloud environments, SaaS ecosystems and third-party services while supporting remote and hybrid workforces. Visibility has become foundational, as security, compliance, resilience and cost optimization depend on accurate data about assets, configurations, dependencies and service relationships. As a result, IT management platforms are becoming the connective layer between observability, AIOps, FinOps, security operations and asset management, providing the context for automating decisions and coordinating actions across domains.

Asset management is also becoming more specialized as organizations seek greater control over software consumption, hardware lifecycles and technology costs. Many now evaluate software and hardware asset management capabilities separately, reflecting the growing complexity of SaaS licensing, cloud subscriptions, endpoint proliferation and regulatory requirements. Effective IT asset management increasingly depends on integrating discovery, lifecycle management, financial accountability and governance across both software and hardware estates.

AI is making IT management less reactive and more predictive and autonomous. Organizations are already using machine learning and generative AI to summarize incidents, recommend remediation actions, generate automation scripts and accelerate service delivery. The next phase involves agentic AI systems coordinating service management, observability, asset management and operations platforms. Through 2027, ISG expects 50 percent of enterprises to adopt ITSM software with agentic AI for proactive issue detection, incident resolution and workflow orchestration with minimal human intervention. As trust, governance and operational safeguards mature, AI-enabled platforms will increasingly execute routine operations independently.

Enterprises evaluating IT management platforms should prioritize strong workflow capabilities with broad ecosystem integration, high-quality operational data and a credible roadmap toward AI-enabled autonomy. Organizations should also assess how well platforms support enterprise service management, asset governance, observability and financial accountability, as these capabilities are increasingly interconnected. Strong governance, transparency and human oversight mechanisms will remain essential as enterprises delegate more decisions to AI-powered systems.

For the 2026 ISG Buyers Guides for IT Management, ISG produced seven Buyers Guides: IT Service Management Platforms (ITSM), IT Asset Management Platforms (ITAM), Enterprise Service Management Platforms (ESM), AIOps Platforms, IT Observability Platforms, IT Observability Platforms Emerging Providers and IT Management FinOps Platforms. Each covers the essential platform categories and products in the given technology segment. A total of 83 providers were assessed: Aisera, Alemba, Anodot, Apptio, Atera, Atlassian, AWS, BigPanda, BMC, Broadcom, Certero, Chronosphere, Cisco, CloudBolt Software, CloudEagle.ai, CloudZero, Coralogix, Dash0, Datadog, Dell, Densify, Digitate, Dynatrace, EasyVista, Elastic, Eracent, Everbridge, Fabrix.ai, Finout, Flexera, Freshworks, Google Cloud, Grafana Labs, Harness, HCLSoftware, Honeycomb, IBM, IFS, INTERGRAL.com, InvGate, Ivanti, Lansweeper, LogicMonitor, Logz.io, ManageEngine, Matrix42, meshIQ, Microsoft, N-able, New Relic, NinjaOne, nOps, Nutanix, Observe, Inc., OpenObserve, OpenText, OpsRamp, Oracle, PagerDuty, Proactivanet, ProphetStor, Quest, Salesforce, ScienceLogic, ServiceNow, SolarWinds, SoundHound AI, Startly, Sumo Logic, SymphonyAI, SysAid, Tanium, TeamDynamix, TOPdesk, Uptrace, USU, Vantage, Vitria, Xurrent, Zabbix, Zendesk, Zenoss and Zylo.

ISG rates software providers in five evaluation categories: Overall, Product Experience, Capability, Platform and Customer Experience. Providers ranked in the top three for each evaluation category are named as Leaders. Within each platform category, those that meet the greatest proportion of our evaluation criteria are named as Overall Leaders.

In the Buyers Guides for ITSM Platforms, ITAM Platforms, ESM Platforms, AIOps Platforms and IT Observability Platforms, ServiceNow was the top Overall Leader.

ServiceNow was followed by Salesforce and BMC as Overall Leaders for ITSM Platforms, Ivanti and Freshworks for ITAM Platforms, BMC and Salesforce for ESM Platforms, Dynatrace and Salesforce for AIOps Platforms and Dynatrace and BMC for IT Observability Platforms.

In the Buyers Guide for IT Observability Emerging Providers, Zabbix was the top Overall Leader, followed by Logz.io and Observe, Inc. In the Buyers Guide for IT Management FinOps Platforms, Microsoft was the top Overall Leader, followed by Datadog and AWS.

In addition, the following providers were rated as Exemplary or Innovative in each of the Buyers Guides:

IT Service Management Platforms (ITSM): BMC, Freshworks, Ivanti, ManageEngine, Matrix42, Salesforce, ServiceNow and Zendesk were rated Exemplary. Alemba, Atera, SolarWinds, SysAid, TOPdesk and Xurrent were rated Innovative.

IT Asset Management Platforms (ITAM): IBM, Ivanti, Freshworks, Flexera, Matrix42 and ServiceNow were rated Exemplary. Lansweeper and ManageEngine were rated Innovative.

Enterprise Service Management Platforms (ESM): Atlassian, BMC, Freshworks, Ivanti, ManageEngine, Salesforce and ServiceNow were rated Exemplary. SolarWinds and TOPdesk were rated Innovative.

AIOps Platforms: Atlassian, BMC, Broadcom, Cisco, Datadog, Dynatrace, Elastic, IBM, PagerDuty, Salesforce and ServiceNow were rated Exemplary. Digitate, Fabrix.ai and LogicMonitor were rated Innovative.

IT Observability Platforms: BMC, Cisco, Datadog, Dynatrace, Elastic, Google Cloud, Grafana Labs, Microsoft, Oracle and ServiceNow were rated Exemplary. Coralogix, Fabrix.ai and ManageEngine were rated Innovative.

IT Observability Platforms Emerging Providers: Logz.io and Observe, Inc. were named Exemplary. INTERGRAL.com and Zabbix were rated Innovative.

IT Management FinOps Platforms: AWS, Broadcom, Datadog, Flexera, Google Cloud, Microsoft, Nutanix and Oracle were rated Exemplary. Anodot, Fabrix.ai and ManageEngine were rated Innovative.

“To find IT management software that will deliver sustained value, enterprises need to use a disciplined evaluation process based on clearly defined criteria,” said David Menninger, executive director and distinguished analyst, ISG. “This research explores providers’ capabilities and roadmaps in detail, rating and ranking them so organizations can determine which solutions will best meet their needs.”

The ISG Buyers Guides for IT Management are the distillation of more than a year of market and product research efforts. The research is not sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT software investments.

Visit this webpage to learn more about the ISG Buyers Guides for IT Management and read executive summaries of each of the seven reports. The complete reports, including provider rankings across seven product and customer experience dimensions and detailed research findings on each provider, are available by contacting ISG.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.

View source version on businesswire.com: https://www.businesswire.com/news/home/20260605638876/en/

Press Contacts:

Laura Hupprich, ISG
+1 203 517 3132
laura.hupprich@isg-one.com

Erik Arvidson, Matter Communications for ISG
+1 978 518 4542
isg@matternow.com

Source: Information Services Group, Inc.