Why Enterprise Service Management Is the Future of Business Operations?
Enterprise Service Management (ESM) has seen a significant transformation over the past few years. What began as an extension of IT Service Management (ITSM), focusing solely on IT-related issues, has now evolved into a comprehensive solution that spans across the entire enterprise. From back-office functions to customer-facing services, ESM is revolutionizing how organizations operate, collaborate, and deliver value to both employees and customers. The Evolution from ITSM to ESM Originally, IT Service Management (ITSM) solutions were designed to address and streamline IT processes, such as helpdesk support, incident management, ticketing systems, and problem resolution. These solutions were confined to the IT department, helping organizations manage their technology infrastructure efficiently. However, as businesses began embracing digital transformation, the need for more collaborative and integrated operations became clear. The demand for real-time service delivery, improved ...