Research Report - End-User
ESM: The (R)evolution of ITSM
Date: 05/04/2020 Length: 18 Cost: $795.00

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Potentially game-changing, ESM is not free of challenge. The technological complexity of advances in AI and automation, functional capabilities, budget prioritization, siloed projects, and organizational considerations all play a role in adoption. This research focuses on practical aspects of ESM from initial drivers through implementation best practices and benefits realized. As the title word "(r)evolution" indicates, the goal of this project is to study ESM as both a logical, evolutionary extension of ITSM and as a revolutionary outgrowth of the digital transformation culture.


Valerie O'Connell


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