Trends Report

ESM: The Software Platform For Knowledge Workers

Unleashing Productivity Across The Enterprise

May 3rd, 2022
With contributors:
Lauren Nelson , Chris Langlois , Diane Lynch


Enterprise service management (ESM) has emerged from the crowded IT service management (ITSM) market, expanding service thinking and the service catalog into domains outside of IT as well as speeding up workflow development. Operations professionals leveraging ESM are unlocking new value for all knowledge workers across the enterprise. This report describes the needs of knowledge workers, the evolution from ITSM to ESM, and how ESM is maturing into a general solution for enabling knowledge-centric value for knowledge workers.

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