Analyst Report

ESM: The (r)evolution of ITSM

ESM: The (r)evolution of ITSM
Get the report

Extensibility is a top priority in evaluating new ITSM solutions. Find out why.

In a recent study by leading IT analyst firm Enterprise Management Associates (EMA), 87% of organizations reported having some level of ESM (enterprise service management) deployment from their ITSM platform/team. What’s more, given a healthy selection of possible responses, 38% rated the impact of supporting ESM as “transformational” on the relationship between IT and business stakeholders. These potentially game-changing advances are not free of challenge, however.

Designed to benefit ESM/ITSM practitioners who want to know where they stand compared to their colleagues, this report drills into details of adoption and implementation, including:

  • Characteristics of ITSM platforms that either facilitate or complicate ESM
  • Practical matters of policies, politics, and people
  • Functionality and technologies that invigorate new initiatives
  • Use cases most likely to return high rates of reward
  • Challenges, drivers, and benefits realized

Extending your ITSM solution to ESM doesn’t need to be hard—but it does pay off to go into the process with a solid plan. Download EMA’s research report today.