The landscape of IT management is undergoing a seismic shift. Traditional IT service management (ITSM) tools, once the backbone of IT operations, are no longer sufficient to meet the growing demands of modern organizations. Technologies such as Enterprise Architecture (EA) tools, Observability platforms, Artificial Intelligence (AI), Continuous Delivery as a Service (CDAAS), SecOps, and DevOps are not just supporting IT operations. Still, they are gradually overtaking the roles traditionally played by ITSM platforms like ServiceNow. The ITSM platforms are making a shift toward Enterprise [...]

Enterprise Service Management (ESM) is the practice of applying service management principles—traditionally used in IT Service Management (ITSM)—to other areas of an organization, such as HR, finance, facilities, legal, or customer service. Essentially, it extends ITSM's structured approach to managing and delivering services across the entire enterprise. Key Features of ESM Unified Service Delivery: ESM centralizes support requests and workflows across various departments through shared tools, such as service portals or ticketing systems. Process Standardization: It enforces consistency in how services are managed and [...]