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Mark Williams

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Ensuring Customer Delight by Optimizing and Extending Enterprise Service Management (ESM)

By Mark Williams, 5 Sep 2022

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 ...Read More

Realizing Effective Value Stream Management Through Integration

By Mark Williams, 31 Mar 2022

Enterprises are under ever-increasing pressure to deliver better quality products faster and provide an outstanding customer experience. In an ultra-competitive world, it is essential to drive digital transformation, leveraging all the resources optimally and stay ahead of the competition. Value delivery to the customer is the cornerstone of s...Read More

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