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USU positioned as a leader for Enterprise Service Management in the international SPARK Matrix™ study

The Quadrant Knowledge Solutions SPARK Matrix™ provides competitive analysis & ranking of the leading Enterprise Service Management vendors.

USU, with its comprehensive technology and customer experience management, has received strong ratings across the parameters of technology excellence and customer impact.

In their international SPARK Matrix™ Enterprise Service Management 2023 study, Quadrant Knowledge Solutions analysts rank USU as a technology leader.

SPARK Matrix™ contains a detailed analysis of global market dynamics, key trends, vendor landscape, and competitive positioning in Enterprise Service Management (ESM). The study provides users with strategic information to assess leading technology vendors’ capabilities, competitive differentiation, and market position. The ESM study SPARK Matrix™ is available free of charge on the USU website.

According to Sofia Ali, Senior Analyst, Quadrant Knowledge Solutions, “USU offer ESM solution for a diverse set of functionalities for HR, facility management, corporate service, GDPR, financial and marketing services. USU ESM features include the no-code/low-code based platform with common UI for a wide range of business apps. It also offers a pre-configured self-service portal or chatbots with a multi-bot architecture which consists of lead bots and underlying expert bots for specific use cases.” “USU is capable of catering to the diverse customer needs across industry verticals, with its comprehensive capabilities, compelling customer references, comprehensive roadmap & vision, and product suite with high scalability, have received strong ratings across technology excellence and customer impact and has been positioned as a leader in the SPARK Matrix: Enterprise Service Management, Q2, 2023,” adds Sofia.

“We are thrilled to receive the award from Quadrant Knowledge Solutions. The SPARK MatrixTM for Enterprise Service Management is a comprehensive international market study that analyzes and evaluates the solutions of the leading ESM providers in detail. Therefore, we are proud to be classified as a leader in the overall ranking. Whether on-premises, as a SaaS, or hybrid solution, our modular and scalable product suite allows for the centralized mapping of all service and support processes. Additionally, over 100 ESM-relevant processes are delivered out of the box,” affirms Peter Stanjeck, Senior Vice President at USU.

“Quadrant Knowledge Solutions defines “Enterprise Service Management (ESM) as a solution which automates, guides, improves, and prioritizes business processes and workflows through various service management practices.  ESM solution utilizes service management practice, modules, and Information Technology Infrastructure Library (ITIL) guidelines to expand its capabilities into other business functions beyond traditional IT infrastructure domain. The solution enables business and IT leaders to expand this practice into multiple non-IT business functions such as HR, facility management, finance, corporate, marketing, legal, and customer experience initiatives to automate, digitalize, and improve organizational IT infrastructure and operations activities.”

ESM solution has been evolved from IT service management (ITSM) solution that was limited to managing only IT related tasks, issues, and processes such as back-office, ticketing, and service desk capabilities. ESM market is fueled due to the rise in demand of digitalization, collaboration, remote working, and enhancing employee & customer experience by integrating front and back-office tasks.