CHAPTER 5: ENABLING ENTERPRISE SERVICE MANAGEMENT
This chapter is dedicated to those still wondering what enterprise service management is or how to/why put it in place.
Let’s ask ourselves the following question.
Is enterprise service management important?
As always, answering the question directly is difficult, but we can walk towards this. Firstly, let’s clarify that this is not enterprise service management versus ITSM.
Enterprise service management lifts IT practices into the enterprise as a whole, and the key to enabling this is to ‘do with’ as opposed to ‘do to’. Enterprise service management is developed from and complemented by ITSM and all that has been learned over the last forty years.
Suppose you have implemented or are implementing ...
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