Enterprise service management (ESM) is expanding once again. Avid ESM users are already moving from initial successful use cases in HR and facilities to business operations for specific processes unique to their industries. Train operators, telcos, manufacturers, institutes of higher education, finance firms, and healthcare companies are all finding value in applying classic ESM benefits to new business processes and workflows. Operations professionals, the experts in these platforms, are in the best position to assist in this expansion and help departments identify key use cases.