Enterprise Service Management: Uniting Customer and Service Models
The ITIL framework and IT service management (ITSM) fundamentals have created the backbone for a larger initiative — enterprise service management (ESM).
What is enterprise service management?
Simply put, ESM is a strategy built around aligning the service delivery model with the larger business goals of the organization. ESM drives benefits like department transparency, business continuity, cost control, and staff productivity. An ESM approach helps with effective service oriented efforts across different organizations, enabling the core focus to be on business services that enable agility or improve the customer engagement or experience. It requires a larger business view of familiar IT concepts such as:
- IT service management (ITSM)
- IT operations management (ITOM)
- IT asset management (ITAM)
- ITIL processes such as incident, problem, change, and release management
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