At the end of the year, some look back and -more important- some look forward. I did both; When looking backward I saw a lot of people complaining about getting value for money of their IT4IT investments. After two decades, Gartner stopped publishing the Magic Quadrant for ITSM tools. Configuration Management as a mean to [...]

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 [...]

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 [...]