ITSM Plays Beyond IT

Success Stories for Extending ITSM Into the Business

The most innovative companies rely on technology to move faster and more efficiently than their competitors. With rapid advances in technology, limited IT resources and departmental budget constraints, how can IT keep up with demands to help the business remain productive without breaking the bank?

In this Playbook, we explore a variety of organizations that are extending IT service management (ITSM) systems and practices beyond the traditional boundaries of IT in order to improve the delivery of services across the enterprise–a discipline referred to as Enterprise Service Management (ESM).


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