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HCL BigFix Service Management rated Strong Performer by Forrester

HCL BigFix Service Management has been recognized by Forrester as a Strong Performer in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report.

This assessment validates HCLSoftware's capabilities in delivering a modern Enterprise Service Management (ESM) platform. The solution focuses on endpoint management, intelligent automation and stable service experience for enterprises.

👉 Refer to the original report at Forrester Wave™: Enterprise Service Management Platforms, Q4 2025

What does Forrester say about HCL BigFix Service Management?

According to Forrester, HCL BigFix Service Management stands out thanks to its ability to combine ESM, endpoint intelligence and AI-driven automation in a unified platform.

Solution helps IT teams:

• Monitor and manage endpoints remotely proactively

• Automate IT Service Management processes

• Nâng cao service experience và employee experience

• Increase observability with analytics systems and visual dashboards

Forrester recognizes this platform as achieving high scores across many critical criteria in the modern ESM landscape.

Outstanding capabilities of HCL BigFix Service Management

Endpoint management and intelligent automation

HCL BigFix Service Management possesses powerful remote endpoint management capabilities. The platform integrates AI tools to support proactive monitoring and incident handling.

AI-driven automation helps reduce incident response time. At the same time, IT teams can optimize daily operational workload.

Service & Employee Experience Management

Forrester highly rates the maturity of Service Experience and Employee Experience Management in HCL BigFix Service Management.

These features help enterprises improve internal user experience. They also contribute to enhancing IT service delivery efficiency.

Analytics and observability

The platform provides detailed analytics and dashboard systems. This helps enterprises increase observability and continuously improve IT operations.

Enterprise customer perspective

According to customer feedback recorded by Forrester, HCLSoftware is rated as a provider:

• Reliable

• Innovation direction based on AI and analytics

• Good integration capability and cloud-native architecture

Some enterprises believe that onboarding experience, technical setup and support can still be further improved in the future.

Why is HCL BigFix Service Management suitable for Vietnamese enterprises?

Vietnamese enterprises are facing many challenges:

• Increase the number of endpoints

• IT operations automation requirements

• Enhance internal user experience

• Accelerate digital transformation

In this context, HCL BigFix Service Management delivers a practical ESM platform. The solution focuses on endpoint control, intelligent automation, and stable IT services.

👉 In Vietnam, HCLSoftware is officially distributed by SONIC.
SONIC helps enterprises access ITSM and ESM solutions according to international standards.

Conclusion

For enterprises looking for a platform:

• Effective endpoint control

• AI-driven automation

• Stable service experience

HCL BigFix Service Management is a suitable choice according to Forrester's assessment.

The Strong Performer designation in Forrester Wave™ Q4/2025 is clear evidence of this solution's capabilities in the current Enterprise Service Management landscape.

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