Enterprise Service Management is Now a Business Reality

Enterprise service management has come a long way in the last ten years. What was once merely the use of IT service management (ITSM) technology in other business functions based on economies of scale is now a legitimate opportunity to improve other business functions, and the overall business, performance.

Whereas the 2005 version of what is now known as enterprise service management was somewhat of a forced fit of ITSM technology to provide other corporate service providers with ticketing and workflow capabilities. Modern enterprise service management is so much more. With more capabilities, better technology, and a better understanding of how ITSM principles, processes, and technology can be used by other business functions to: improve the quality of service and the customer experience, increase operational efficiency, reduce costs, and improve managerial insight and governance.

Enterprise Service Management is Now a Business Reality