Enterprise Service Management (ESM) has been used in a very targeted and focused manner by those organisations that have implemented it. ESM lacks the hype that other technologies have achieved over recent years, but Butler Group believes that ESM provides a potential paradigm shift for organisations; especially if it is used to deliver maximum organisational value, and as such could create significant changes in how IT is used and perceived in the organisation.
Butler Group Review Articles - published 24/06/2009 - Roy Illsley
Under the IT Infrastructure Library (ITIL) v3 Best Practice Framework, the service desk function and incident management process are closely intertwined within the service operations environment, with the efficient and effective operation of both the function and the process vital to the delivery of highly-available IT services.
Butler Group Review Articles - published 24/06/2009 - Stephen Mann
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