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For Infrastructure & Operations Professionals

ESM: The Software Platform For Knowledge Workers

Enable Your Digital Business With This New Enterprise Platform

March 24, 2020

Why Read This Report

Enterprise service management (ESM) has emerged from the crowded IT service management (ITSM) market. By expanding service thinking and the service catalog into domains outside of IT as well as speeding up workflow development, ESM vendors and infrastructure and operations (I&O) professionals are unlocking new value. This report describes the evolution from ITSM to ESM and how ESM is maturing into a general solution for enabling knowledge-centric value. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're now updating it to reflect the ongoing development of the ESM market, which Forrester continues to validate as an important trend in digital systems management.

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Table of Contents

  • Enterprise Value Is Driven By Knowledge
  • Enterprise Service Management Delivers Value By Building On ITSM
  • The Technology Organization Must Build On ITSM's Strengths
  • Recommendations

  • It's Time To Move Full Speed Ahead On ESM
  • Supplemental Material
  • Related Research Documents

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