￼￼Introduction to Enterprise Service Management
Excellence and success in today’s dynamic and competitive business world is
both data- and customer-driven. In order for teams to perform and interact efficiently, capabilities and processes need to be in place to continuously improve operational efficiency and the customer experience. This is where enterprise service management (ESM) comes in.
In order to understand ESM,it’s important to learn the groundwork concepts in service management and their evolution and eventual relationships with ESM.