Enterprise Service Management (ESM) helps organizations extend digital transformation beyond IT to all service-delivering departments like HR and Facilities. While many companies rapidly adopted digital tools during the pandemic, they now face fragmented workflows and uneven progress. ESM provides a holistic, enterprise-wide approach to managing services, drawing on ITSM practices and other methodologies to co-create value across the organization. It enables consistent workflows, better collaboration, and improved service delivery. ESM isn't just ITSM applied elsewhere—it's an organizational capability for driving efficiency, insight, and better user experiences throughout the business.

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