Lately, you may have heard a lot about Enterprise Service Management (ESM) and even more about the value of carrying over established industry best practices from ITSM to serve greater functions of the business beyond simply IT. To start, it may be best to get a refresher about IT Service Management, ITIL, and their respective roles within the organization and business itself.
According to our own Frank App, IT Service Management (ITSM) can be described as:
“…a model or strategic approach for designing, delivering, managing and improving the way IT is used within an organization. The goal of ITSM is to ensure that IT services are aligned with the needs of the business and that the right processes, people and technology are in place so that the organization can meet its business goals. Simply put, ITSM is what you do to manage the services you deliver to your customers and the ITIL best practices and processes provide a framework that supports the development and management of effective ITSM.”
So, if we understand ITSM to be the foundation for positioning the IT organization as the chief service provider for aligning IT with the business, ESM essentially extends these services beyond the scope of IT into other core business functions. This is most applicable to enterprise services that have similar operational requirements as IT, such as: ticketing, workflows, automation, self-service, knowledge management, and more. It makes sense for these services to share the same framework and best practices for more uniform and efficient management across the entire enterprise.
With the rise of digital transformation in the IT space, the logical next step is for those same benefits of a digital automated service environment to carry over to other enterprise services. Some of these benefits include:
Enterprise Service Management is sure to pick up steam as more organizations make the shift toward digital transformation. Have any comments? Feel free to drop them below!