As enterprises grow in scale and complexity, IT services are being integrated into core processes across various business units. Consequently, traditional IT service management (ITSM) struggles to address the demand to manage service delivery in a function-agnostic manner. Increasingly, organizations are adopting enterprise service management (ESM), which applies concepts and capabilities across the business to improve transparency, business continuity, and productivity, while reducing costs.
The rise of enterprise service management
At its core, a move to digital involves reimagining and reinventing the business to better sync with the digital economy. With high stakes and little time, many organizations are managing their efforts by deploying across business functions the same IT infrastructure library practices that have successfully revamped the IT organization. This cross-function adoption has spawned the rise of ESM.