For years, IT Service Management (ITSM) has been the backbone of efficient IT operations. It has enabled CIOs to streamline processes, improve service quality, and standardize support. But today, expectations have evolved. Employees now expect the same level of efficiency, transparency, and user experience from all internal services—not just IT. This shift has paved the way for Enterprise Service Management (ESM) —a broader, more ambitious approach that extends ITSM best pra
