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"ESM Key Lessons"

Brought to you by TeamDynamix

Enterprise Service Management software allows organizations to deploy a single platform for all transactional requests. Its genesis is with ITSM – IT Service Management - and it is now used throughout the organization in HR, marketing, facilities, legal and more.

For decades, the IT team has leveraged ITSM software to manage the hundreds or thousands of service requests they get – anything from a request to fix the wifi to a password reset to something more complicated such as performance issues.

Each of these requests manifests as a ‘ticket’ to the IT team. As ITSM evolved, the solution expanded to also include asset management, change management and to incorporate the ITIL standards which include separating incidents from problems. And with this, self-service portals also advanced as part of a broader ‘shift-left’ strategy; allowing end-users to access a library or ‘service catalog’ of various requests and to also peruse a tomb of information organized into what is called a Knowledge Base or KB.

Some solutions, including TeamDynamix, then combined ITSM with project portfolio management (PPM) which means that you can easily view and manage all of your transactional work with project work, and managers can load balance or do resource capacity planning.

All of this translates very well to other groups outside of IT including marketing, HR, facilities, legal teams and more.

Download this whitepaper to understand the key building blocks for going from ITSM to ESM.

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