Best Practice Report

From Trains To Telcos, ESM Is Reshaping Knowledge Work

Real Examples Of Enterprise Service Management In Your Industry

March 11th, 2022
Will McKeon-White, Senior Analyst
Will McKeon-White Senior Analyst
Julie Mohr, Principal Analyst
Julie Mohr Principal Analyst
With contributors:
Lauren Nelson , Charles Betz , Chris Langlois , Diane Lynch

Summary

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.

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