In episode 33 of the ITSM Crowd, we talked about enterprise service management (ESM). This emerging term is being used in many different ways, from marketing for toolsets through to an approach to digital transformation.
Our guests on the hangout were Daniel Breston, Simon Dorst, James Gander, Simone Moore, Karen Ferris, Stuart Rance and Suresh GP. As always, it was illuminating to get a global view from the experts who support ITSM Zone as part of our mentoring service.
ESM can be used to describe the use of ITSM practices, processes and tools in the business – for example, applying incident management to customer service or a call centre. The expression has expanded to include the convergence of IT and the business, and isn’t just about technology or toolsets.
In this episode, we started to define ESM. We’ll schedule another episode soon to talk about what ESM means and how organizations could benefit from it.
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