Enterprise service management (ESM) is an organizational capability for holistically delivering business value and outcomes, based upon shared processes, appropriate technologies, increased collaboration, and better communication across the organization.[i] ESM, done well, enables positive customer and employee experiences, improves business agility,
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IT organizations often get stuck in a vicious cycle of never-ending work. IT implements solution after solution, fixes one problem after another, and no matter how many times they do it, those solutions and fixes never seem to stick. IT
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Enterprise Service Management (ESM) has been gaining traction over the last few years — and for good reason. With technology driving businesses forward these days, organizations must be able to holistically drive value to the bottom line of the
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Are you considering Enterprise Service Management (ESM)? There has never been a better time to get started. A 2019 EMA study found that 87% of organizations surveyed already had some level of ESM underway so by implementing ESM, you’re keeping
Read More2020 was a historic year for CIOs. Before last year, there had never been a point when nearly every CIO had to completely restructure how their organization did business in just a matter of days — or even a few
Read MoreAs organizations continue to work through a pandemic, adapt to an ever-increasing digital world, and adjust to new customer and employee expectations, CIOs must continue to step up to the plate to help navigate these changes from a business perspective.
Read More“Service Management” is in desperate need of a rebrand. For years, service management was synonymous with IT. It was branded as IT service management. But service management isn’t strictly about the service desk or specific methodologies. Service management is about
Read MoreCIOs led the overnight transformation from in-office to remote work environments for many organizations in 2020. All over the world, CIOs enabled their organizations to continue work and stay in business amid a global pandemic. The accomplishment was astounding and
Read MoreWhat is employee experience (EX)? A recent Forbes magazine article described EX as “the sum of all interactions that an employee has with her employer during the duration of her employment relationship. It includes any way the employee "touches" or
Read MoreThe typical workday looks much different today than it did just a few months ago. Instead of driving to work and walking into the building, employees are going online and signing in to their messaging or collaboration tools. Instead of
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