From ITSM to ESM: The Evolution of the Digital Enterprise

IT professionals are familiar with frameworks and principles to deliver services. Without them, services aren’t delivered effectively or efficiently. Now, it’s time for those principles to move beyond the IT department and into other business units. 

Some other units, such as HR and Facilities Management, have begun adopting service delivery principles and frameworks. Those principles and frameworks have been dubbed “enterprise service management.” Do they have a place in your organization, though? 

Enterprise service management (ESM) does indeed have a place within your organization: your business becomes more productive because it’s easier to access the services you need, requests don’t fall through the cracks anymore, and users have a better experience. 

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