2021: Why Enterprise Service Management Is Still A Hot Topic

2021: Why Enterprise Service Management Is Still A Hot Topic

While the concept of service management originated in the IT service management space (ITSM), it has
significantly expanded beyond IT and other departments are leveraging technology to improve their service level agreements while reducing costs. In a paper by Enterprise Management Associates, over 85% of organizations say they are using ESM tools in some capacity and that will continue to grow in 2021.

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According to Forrester

“Virtual support agents and artificial intelligence capabilities, can transform the way that support analysts perform their jobs and improve customer experience.”

“I have used Service Desk and IT Service Management products from other vendors throughout my career, so I know firsthand the steps to add, change and configure functionality. The ease of use and correspondingly low administrative burden, versus other solutions I used and evaluated, quickly became apparent when I evaluated Intelligent Service Management. This is why I chose Serviceaide.”

Peter Jurhs, Nampa School District, Director of Information Services