Organizations are increasingly extending IT Service Management (ITSM) practices beyond IT, driving efficiency and collaboration across departments. Enterprise Service Management (ESM) applies ITSM principles to areas like HR, facilities, and operations, simplifying processes and reducing manual tasks. By breaking down silos, ESM improves service delivery, enhances the employee experience, and aligns teams under a unified platform.
Report Insights:– 64% of organizations say their ITSM platforms can expand to non-IT departments– 77% of organizations use ITSM/ESM processes in non-IT departments– Top challenges include IT resource drain and lack of workflow/field customization– No-code platforms reduce IT dependency for ESM users– ESM drives greater efficiency and boosts employee experience
Get the full report to explore the transformative potential of ESM.
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