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For Infrastructure & Operations Professionals

ESM: Elevate Service Value Beyond The Technology Organization

Enable Your Digital Business With This New Enterprise Platform

August 2, 2017

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Why Read This Report

Enterprise service management (ESM) has become a leading trend in the crowded IT service management (ITSM) market. By expanding service thinking and the service app store as well as speeding up platform-as-a-service (PaaS) workflow development, vendors and infrastructure and operations (I&O) professionals are unlocking new value. ESM represents a new integrated platform to support the organizational journey from IT to business technology (BT). This report describes the evolution from ITSM to ESM.

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Table of Contents

  • Most Enterprises Deliver Internal Services Poorly
  • The Technology Organization Must Build On ITSM's Strengths
  • Expand And Embrace A Larger Portfolio Of Business Services
  • Recommendations

  • Proceed With Cautious Optimism
  • What It Means

  • Within 10 Years, ESM Will Become The Fabric For Digital Operations
  • Supplemental Material
  • Related Research Documents

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