IT is often the silent hero of the business. Quietly ensuring seamless and problem free technology solutions exist to enable staff, stakeholders and customers to 'do their thing'. Essentially, seen, and not heard - until something goes wrong!
(Enterprise) Service Management is the beating heart of that hero - pumping the benefits of IT Service Management (ITSM) principles, best practices, and technology out to business functions such as HR, Facilities Management, Legal, Sales, and Finance.
Typically anyone outside of the IT Team thinks that ESM is essentially 'help-desk' - their path to request help, information, service, or changes. But the interdependent nature of IT Service Management (ITSM), IT Asset Management (ITAM), and the growing prominence of Service Integration and Management (SIAM) for managing and integrating multiple suppliers of services, means that ESM is a far more strategic function that is now the responsibility of far more than the CIO and IT Team.