HCLSoftware Recognized As A Strong Performer In The 2025 Forrester Wave™ For Enterprise Service Management Platforms

We are proud to share that HCLSoftware has been named a Strong Performer in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025, for HCL BigFix Service Management. 

This recognition comes at a time when enterprises are accelerating their shift toward intelligent, connected, and AI-augmented service operations. As organizations modernize their IT and business operations, service management is evolving beyond traditional workflows. AI, automation, and unified experiences are increasingly shaping how services are delivered, monitored, and improved. Enterprises are looking for platforms that help them move from reactive, process-first operations to proactive, outcome-driven service experiences.
Forrester’s evaluation arrives at a moment when this transformation is well underway, and expectations for ESM platforms have never been higher.

Forrester published this graphic as part of a larger research document and should be evaluated in the context of the full report. You can access the complete Forrester document here: Read the Forrester Report.

The HCLSoftware Approach To Modern Enterprise Service Management

HCL BigFix Service Management is designed to help enterprises move toward more intelligent, adaptive, and experience-driven service operations. Our focus is on simplifying complexity, improving responsiveness, and connecting IT and business functions through a unified service management foundation. As organizations advance their adoption of AI-augmented workflows and autonomous operations, we continue to invest in capabilities that enhance visibility, improve the experience, and accelerate outcomes.

Below are areas we see as essential to modern enterprise service management:

• Unified Service Experience

  Modern service management must offer a seamless experience across IT and business functions. HCL BigFix Service Management enables intuitive self-service, a unified catalog, and streamlined request fulfillment, helping employees engage with services in a simpler, more connected way.

• Intelligent Operations

  AI and automation now sit at the center of service delivery. Our approach focuses on using intelligence to improve triage, reduce manual effort, and support faster, more accurate decision-making. This includes proactive insights, guided resolution, and automation that responds dynamically to changing operational conditions.

• Endpoint-Centric Control

  With distributed work and cloud adoption reshaping how enterprises operate, we see endpoint-centric service management as critical. HCL BigFix Service Management brings strong visibility and control across diverse devices and environments, helping IT teams maintain service quality and responsiveness at scale.

• Analytics For Continuous Improvement

  Modern service operations depend on real-time insight. Our analytics capabilities help organizations understand service performance, pinpoint bottlenecks, and drive continuous improvement across teams and functions.

As enterprise service management continues to evolve, we remain committed to advancing HCL BigFix Service Management with innovation, intelligence, and a deep focus on customer outcomes. This recognition from Forrester reinforces our mission to help organizations adopt smarter, more intelligent service operations that deliver measurable impact across the business.

Read the Forrester Report

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