The Evolution of Enterprise Service Management (ESM): Expanding Beyond IT
Enterprise Service Management (ESM) has undergone a transformative journey, originating from its roots in IT service management (ITSM). Initially confined to the realm of IT-related tasks, issues, and processes such as back-office operations, ticketing, and service desk functionalities, ESM has now transcended its boundaries. This evolution is propelled by a burgeoning demand for digitalization, collaboration, remote work facilitation, and the enhancement of both employee and customer experiences through the seamless integration of front and back-office tasks. The contemporary landscape of ESM is characterized by its expansive reach into various other business domains and functions. This broadened scope empowers organizations to harness the benefits of integrating tasks and activities across employees, customers, and managers effortlessly. As a result, the modern ESM solutions serve as catalysts for organizational synergy, efficiency, and agility. The driving force behind the prol...