Zoho’s ManageEngine forays into ESM space

Enterprise service management is all about having all departments in the company define their service delivery processes around a common standard and use the same technology and tool set to deliver those services. This really is the USP of ESM where a company is able to take operational excellence from one department and apply it to achieve greater results in other departments too. This is becoming a trend of late because of the consumerisation of technology and business functions like sales, marketing, HR, facilities management, legal etc looking to deploy technology to deliver their services to their users. 

The market size of IT service management itself stands anywhere between $5 bn and $6 bn. And that ESM applies to functions beyond the IT department, it is safe to assume the ESM market size to anywhere between $18 bn and $20 bn. ManageEngine, a division of Zoho Corp, has been a leader in the ITSM space over the last decade with more than 100,000 customers around the world. The flagship ServiceDesk Plus product is available both from the Cloud and as installable on-premises software and this is purpose built for IT service management. ManageEngine’s ITSM product suite also includes products for MSPs, customer support, asset management etc. 

ServiceDesk Plus already has 100,000 plus customers around the world and these are companies having a dedicated IT teams, which means they are of a decent size. And by this count, such companies should have other business departments too and that makes all those 100,000 plus customers a potential target for ESM enabled ServiceDesk Plus now. With not much competition having this ability, we expect a 1.5 to 2-fold increase in terms of product adoption. 

The ITSM market and the ServiceDesk Plus product is a huge contributor already to Zoho’s overall revenues. Now that ServiceDesk Plus is empowered with ESM capabilities, ManageEngine expects a much faster growth leading to even higher contribution to the overall revenues.