Buzz

IDG Contributor Network: Enterprise service management: Beyond the buzz

Enterprise service management (ESM) keeps on popping up in a lot of messaging in the market, but the big traction seems to be gone and when we see the term, it usually is in coincidence with other topics. A good example of this is Forrester’s “shift to enterprise service management to improve the employee experience”.

Also, a lot of ITSM/ESM vendors (my employer TOPdesk included) are using the term enterprise service management by itself less and less in their marketing messaging. In ITSM.tools “5 Hottest ITSM Trends and Topics for 2018” survey, ESM wasn’t in the top five at all.

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