What are the service management frameworks for enterprises?

Enterprise service management (ESM) is defined as the practice of applying IT best practices across the business to improve effectiveness, efficiency, and overall service delivery. The result is improved customer experience and business outcomes. Though the concept of ESM has emerged over recent years, it is not new. There is evidence dating back to the early 2000s. Business partners saw the gains their IT departments made in managing services, by adopting formal ITSM, and worked with IT to bring some of those very concepts (for example, change management) into their business units. This is an example of where those IT service providers had proven their worth before they were looked upon as business partners (versus just IT).

Another proof point that’s seen with ESM is non-IT resources attending service management platform (technology) conferences. It is because these platforms now tout functionality (utility), which...