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).

Topics: Digital Transformation, enterprise service management

If you follow Twitter and read blogs about IT service management (ITSM), as I do, you will probably have read lots of complaints about ITIL. And yet most of the IT organizations that I work with use it as the basis for how they run IT, and it seems to work very well for them. So why are there so many complaints? Well, when I read the complaints, they almost always seem to be based on a distorted view of what ITIL is, or what it says you should do. So, before you complain too, think about my first five examples of ways that people misuse or misconstrue ITIL.

Topics: ITSM, ITIL, Service Desk, Request Management, enterprise service management

While ITSM can be approached in many ways, its core objective is to structure the design, implementation and delivery of "services" to improve the efficiency of operations, mitigate risk, and facilitate strategic planning to support business needs. One way to do so, is by using Enterprise Service Management (ESM) technologies.

Topics: ESM, enterprise service management, knowledge base, ITSM, workflows, service desk solutions