USU has once again been recognized as one of the world's leading providers in the field of Enterprise Service Management (ESM) in the latest SPARK Matrix™ analysis. In the study published in March 2025, analysts from Quadrant Knowledge Solutions (QKS Group) have named USU a “Technology Leader”. The evaluation was conducted across two dimensions – technological excellence and customer satisfaction – each measured against eight distinct criteria. USU stood out in particular with its powerful, modular platform for digitizing and automating enterprise-wide service processes. The study is available on the QKS website.
As market complexity increases and operational efficiency becomes ever more critical, Enterprise Service Management is gaining strategic importance. ESM solutions like those offered by USU enable organizations to streamline workflows across departments – from IT and HR to Facility Management, Finance, and Legal services.
The USU solution centralizes service processes and provides features such as integrated self-service, automated ordering, and predictive monitoring. These capabilities help simplify operations, reduce manual effort, and accelerate response times. Cross-departmental collaboration is further enhanced by a unified user interface that enables more efficient workflows. Notably, the platform incorporates AI-driven assistants to automate standard requests, easing the burden on support teams and allowing them to focus on more complex issues. A comprehensive knowledge base also improves self-service capabilities, reducing the need for direct staff involvement and enhancing the experience for both employees and customers.
Even with some backdrop of global digital transformation initiatives, particularly in regions such as Asia-Pacific and North America, USU is planning to further expand its international ESM footprint. The goal is to support organizations worldwide in their transition toward agile and service-oriented operations.