Enterprise Service Management (ESM) is the extension of IT service management (ITSM) principles and capabilities to other areas of an organization; Human Resources, Financial Services, Legal, Facilities, etc. This will typically include not only using the same processes or practices used in ITSM, but also the same technology (for example, tools such as InvGate Service Desk) as a means of work enablement.

This video is our look at the top five keys for Enterprise Service Management success, based on our experience as providers of top-of-the-line IT service management solutions.

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