Published in the Service Management Paper of May 27th, 2015
During recent years, especially with the increase in cloud services, IT has lost some of its control on technology decisions. Lines of businesses are becoming more comfortable selecting business solutions delivered as services or hosted elsewhere instead of turning to IT for a solution.
If IT is going to continue to be relevant and add value it must lead organizations with new ideas, and Enterprise Service Management (ESM) will be the crux. ESM is the ability to manage processes across numerous lines of business from a single application that has the flexibility to handle it all. This could include: IT, Human Resources, Facilities, Fleet, Case Management, Project Management, and even some aspects of Accounting.
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