Enterprise Service
Management Articles

14 ESM Benefits

14 Benefits of Enterprise Service Management (ESM)

“The business benefits of enterprise service management should be articulated and sold” says Stephen Mann. Here these 14 ESM benefits are explained at a high level but in a way that transcends IT.
Enterprise Service Management Planning

5 Tips for Effective Enterprise Service Management Planning

So enterprise service management is happening, but what should you do in terms of enterprise service management planning to increase your organization’s chances of success? This article explores.
Why Do Companies Need to Change ITSM Tool?

Why Do Companies Need to Change ITSM Tool?

Has anything changed with the traditional levels of ITSM tool churn? It’s time to get more industry data or, to be more precise, to obtain up-to-date insight into the state of ITSM tools and why organizations need to change ITSM tool. Please take this poll.
Hottest ITSM Trends for 2023

The 5 Hottest ITSM Trends (and Topics) for 2023

We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.
ESM and ITSM Processes

ESM – It’s Not Just About ITSM Processes

“Enterprise service management can, and should, be so much that replicating the IT service desk in other business functions” says Stephen Mann.
Enterprise Service Management

Enterprise Service Management Explained

While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.
ITSM in 2023

ITSM in 2023 – the Real Value of Understanding Value Comes from Action

We’ve been talking about enterprise service management since 2008, value since at least 2011, and employee experience since 2013. Yet we’re still listing them as ‘trends for 2023’. Something needs to change… this article explores.
Ready for Enterprise Service Management (ESM)?

Is Your Company Ready for Enterprise Service Management (ESM)?

Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.
Service Management World 2022

Service Management World 2022: IT’s an Experience Thing

Here Sophie Danby shares her key takeaways from the Service Management World event, including how enterprise service management and experience management were the hottest topics on the table.
ITSM Help 2023

ITSM Help in 2023 – What Do You Need?

Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
2022 GGartner Magic Quadrant for ITSM

Want the 2022 Gartner Magic Quadrant for IT Service Management Platforms for Free?

In this article, you’ll find links to ITSM tool vendor landing pages that give access to 11 ITSM-related research reports for free, including the latest Gartner Magic Quadrant for ITSM.
Important ITSM Statistics

9 Important ITSM Statistics

This ITSM statistics article shares a number of key data points that will help ITSM pros to make decisions about their future IT service delivery and support capabilities.
Why AI and Automation Powered ESM and ITSM is Now a Must

Why AI and Automation Powered ESM and ITSM is Now a Must

ITSM and ESM tool vendors have developed intelligent solutions that integrate AI into their solutions. These ITSM tools include AI modules or integrate AI to address a variety of business concerns, including worker shortages, as well as improving the end-user experience.
Hottest ITSM Trends for 2022

The 5 Hottest ITSM Trends (and Topics) for 2022

We asked our readers which topic areas they and their fellow ITSM practitioners would like content-related help with in 2022, and here we share the results.
Successful Enterprise Service Management

What’s Needed for Successful Enterprise Service Management

Does your ESM vision focus on employee experience, increasing employee engagement, and improving your customer experience? It should. Here’s why.

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