As rapidly developing digital technology and disruptive market forces converge, organisations need to create resiliency and adaptability to meet new demands. Customers and employees expect seamless, easy service delivery, even as the complexity of those delivery mechanisms increases at an unprecedented rate.
Meanwhile, leaders are feeling the limitations of budget constraints and are under pressure to do more with less. As a result of these forces, organisations are asking how they can balance long-term growth with organisational efficiency in the face of shrinking budgets. But the flexibility they need is often not built into the existing structure of the enterprise.
Enterprise Service Management (ESM) provides a framework to address these challenges. Its aim is to restructure service delivery within the enterprise—while improving agility, quality, and speed for maximum impact.