It’s all about delivering services
Enterprise service management (ESM) is the application of IT service management (ITSM) principles to other areas of an organisation. This typically means not only using the same core processes but often benefiting from the same technology used to support those
processes. Simply, applying the same process principles and workflow used to manage IT service delivery within other business departments that are delivering other types of services.
For many years, IT service management thought leaders throughout the world have been calling to drop the 'IT' from ITSM.
For many years, IT service management thought leaders throughout the world have been calling to drop the 'IT' from ITSM. The reason for this is simple. It’s all about ‘services’, delivering customer and business outcomes, IT or otherwise so why call the IT part out?
Enterprise Service Management Essentials
by Michelle Major-Goldsmith