Enterprise Service Management is Now a Business Reality
Enterprise service management has come a long way in the last ten years.What was once merely the use of IT service management (ITSM) technology in other business functions based on economies of scale is now a legitimate opportunity to improve other business functions’,and the overall business, performance. Whereas the 2005 version of what is now known as enterprise service management was somewhat of a forced fit of ITSM technology to provide other corporate service providers with ticketing and workflow capabilities.Modern enterprise service management is so much more. With more capabilities, better technology, and a better understanding of how ITSM principles,processes,and technology can be used by other business functions to:improve quality of service and the customer experience,increase operational efficiency, reduce costs,and improve managerial insight and governance.
