The analyst’s verdict on enterprise AI in 2026 is blunt. Are you listening?

Explore why enterprise AI often fails due to existing platform complexity and how Marval’s outcome-based, sovereign approach prioritises fixing broken processes over adding technical friction.

Forrester put it plainly, the ITSM and ESM platforms that were supposed to reduce complexity have become the most complex things in the organisation. Implementation takes too long, ROI takes longer, and most enterprises still haven't fully realised the value of what they already bought, before AI was ever added to the equation.

Now add AI to that foundation and expect different results. Gartner estimates that 40% of agentic AI projects will fail by 2027, not because the technology doesn't work, but because organisations are automating broken processes instead of fixing them first.

Forrester goes further, predicting that three out of four firms attempting to build advanced agentic AI architectures independently will fail due to the complexity involved.

This is the market reality that nobody selling you an AI platform wants to talk about. The commercial model is shifting, too. Forrester's September 2025 research shows seat-based pricing has declined from 21% to 15% of the SaaS market in a single year, while hybrid and outcome-based models have surged to 41%. Paying per seat for software that may actually reduce the number of people you need was never going to last.

At Marval, we have taken a different position, and the analysts are catching up to it. AI should do one thing above all else: make service management simpler to run, not harder. That means targeting the specific work that drains your teams, routine resolutions, knowledge retrieval, repetitive approvals, and proving value in months. It means pricing on outcomes, not headcount. And it means deploying in weeks on a platform that doesn't require an entire program team to operate.

It also means being honest about where AI should and shouldn't go. We are not promising that AI fixes everything. We are promising that it fixes the right things, and that it does so within your legal jurisdiction, with every decision explainable and auditable, on commercial terms that align our success with yours.

As Forrester noted, the ESM and ITSM market has a complexity problem that needs to be addressed. The tool itself has become the obstacle.

We built Marval to be the answer to that problem, not another version of it. Sovereign, outcome-based, and genuinely deployable.

If your board is asking about AI and your platform is still the biggest source of friction in your organisation, it might be time for a different conversation. Talk to us.