Recent EMA research, “ESM: the (R)evolution of ITSM” explored the sometimes-profound effect enterprise service management can have on the relationship between IT teams and the business. Given a wide choice of positive responses, fully 28% of IT and business leaders credited ESM as having a transformative impact. Not one respondent was negative. The use of ITSM people, practices, and platforms in support of non-IT functions makes good business sense and has the potential to produce spectacular business results.