Introduction
Forrester coined the term Enterprise Service Management (ESM) and defines it as “extending IT service management capabilities beyond technology services to address business-centric use cases.”
While ESM may be seen as a successor of ITSM, the key difference is the ability to extend ITSM principles and practices to non-IT functions across the enterprise to include the full range of services from HR and Sales to Marketing, Customer Service, Cyber Security, etc.
The main benefits of ESM include the ability to eliminate internal silos and improve visibility, improve
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