Enterprise Service
Management Articles

The Top ITSM Trends for 2020

Posted by Nicole Garrison
on November 21, 2019

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?

How Enterprise Service Management Can Learn from Digital Transformation Initiatives

Posted by Stephen Mann
on March 20, 2019

While information of enterprise service management successes and failures can be hard to access, here we suggest that the more readily available digital transformation stories can be conveniently applied to corporate enterprise service management strategies and their execution.

How ITSM is Moving Beyond IT to ESM and Greater Business Value

Posted by Sarah Lahav
on October 9, 2018

In this article Sarah Lahav discusses the important role that service management has to play in enabling businesses to be more progressive, and shares her thoughts on what IT organizations need to do to be successful in delivering enterprise service management and, thus, increased business value.

The Growing Role of ESM in Education

Posted by Jaime Spector
on August 7, 2018

How can enterprise service management (ESM) benefit educational institutions (schools and higher education) by making service delivery and support more efficient and effective through the leveraging of existing IT investments? Here we explore, with examples of what ESM looks like in the education sector.