There’s a lot of interest in enterprise service management (ESM) – the use of IT service management (ITSM) principles, best practices, and technology to help other business functions to improve their operations and results across quality, speed, and cost. But there’s probably even more interest – and this time not just in IT – for digital transformation. Particularly because other business functions such as human resources (HR) professionals, say, are reading and hearing about the need to digitally transform their back-office operations (and will probably have no idea what enterprise service management is).

Digital transformation has been the most talked about business and IT trend for the last few years. But, despite the name, it’s more about business transformation than it is digital transformation. Yes, there’s increased exploitation of technology and data, but it’s ultimately about a new way of thinking and working. Please read on to find out more.