The elevator pitch for enterprise service management is: “The use
of IT service management (ITSM) principles and capabilities in other
business areas to improve performance, service, and outcomes.”
Although there are many definitions and many different names for
it out there such as, “outside IT,” “beyond IT,” “taking the IT out of
ITSM,” and simply “service management.” It can also be equated to
an enterprise-wide digital transformation. Plus, both global business
services (GBS) and shared services models are a way to leverage
enterprise service management.
Importantly, enterprise service management is an approach to service
and support, not a tool or technology. It’s aimed at the delivery of
better service outcomes and business results, not simply the sharing of
the corporate ITSM tool across different business services such as HR.
It might have started this way – as a lift-and-drop of the corporate
ITSM tool into another business function to help improve operational
efficiency and effectiveness – but modern enterprise service
management needs to be so much more
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