Forrester Report: Mainstream ESM Transforms Business Services

Deliver value to your organization with enterprise service management (ESM)

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Organizations continue to modernize business with ESM platforms, building workflows to automate underserved areas of the enterprise and improve the employee experience.

In this report, you’ll learn how:

  • ESM initiatives power digital transformation: Ease of use, a unified portal, and anytime-anyplace service delivery enables a customer-first business strategy.
  • AI/advanced analytics capabilities drive evidence-based improvements. From “build your own chatbot” to advanced change risk analytics, ESM vendors are accelerating your access to increasingly advanced technologies.
  • Service mapping can finally happen through discovery of assets and relationship. Agent and agentless discovery of assets throughout the infrastructure is now mainstream, allowing organizations to populate the configuration management database (CMDB) and ensure that they’re keeping the collected data up to date.

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