Stop treating ESM like a tool choice: It’s a business strategy

Enterprise service management success starts with strategy, not tools. Define goals, secure buy-in, and measure outcomes to unlock enterprise-wide value.

As we move toward the end of the year, IT leaders are already shaping priorities for the next one. For many organizations, enterprise service management (ESM) is near the top—whether the goal is to strengthen what’s already in place or expand ESM across the business. The real challenge is turning those ambitions into measurable outcomes that deliver business value.

According to the Gartner® How to Build a Successful Enterprise Service Management Program report, 45% of leaders cite maximizing their ITSM investment as the biggest benefit of ESM. Yet many organizations struggle to realize that value without a clear success framework.

Read the Gartner ESM success reportext

What ESM really means

ESM takes the principles and practices of IT service management (ITSM) and extends them across functions like HR ...