Trends Report

Mainstream ESM Transforms Business Services

Platforms And Practices Expand Rich Capabilities Across The Enterprise

February 1st, 2023
With contributors:
Glenn O'Donnell , Will McKeon-White , Chris Langlois , Diane Lynch


Technology leaders have successfully unlocked value for the organization, utilizing enterprise service management (ESM) with rich platform capabilities and tried-and-tested practices. While these advancements have helped improve service delivery for IT organizations for years, applying end-to-end service management to the adoption of ESM is now common practice and will produce better business results. This report describes how to utilize a practice approach when adopting ESM in the lines of business.

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