White Paper
Enterprise Service Management (ESM) - It's Closer Than You Think
Date: 06/20/2019 Length: 6 Cost: $99.00

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IT serving the enterprise is not news, nor is IT’s drive to align with the business a recent thought. What is new are the ways organizations are combining cutting-edge technologies with existing platforms, processes, people, and policies to drive innovative services into the enterprise. Enterprise Service Management (ESM) is the product of common sense and technological advances in automation, AI, and analytics served from established ITSM competencies to non-IT functions across organizations from all industries, in all geographies. EMA recently conducted in-depth research with 400 global IT executives and practitioners in order to develop a clear view of ESM as it stands today and in the very near future. The result is a ground-level view of what drives, enables, and results from ESM implementations, with practical recommendations for teams in the process of deployment.


Valerie O'Connell


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