IDG Contributor Network: Enterprise service management: Beyond the buzz

Enterprise service management (ESM) keeps on popping up in a lot of messaging in the market, but the big traction seems to be gone and when we see the term, it usually is in coincidence with other topics. A good example of this is Forrester’s “shift to enterprise service management to improve the employee experience”.Also, a lot of ITSM/ESM vendors (my employer TOPdesk included) are using the term enterprise service management by itself less and less in their marketing messagi