target audience: TECH BUYER Publication date: Apr 2022 - Document type: IDC Perspective - Doc Document number: # US49033722
Dynamic Enterprise Service Management Patterns
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Abstract
This IDC Perspective looks into enterprise service management (ESM) platforms, which have evolved to allow for rapid, continuous improvement. Although most vendors have strong general capabilities, the dynamic business challenges customers face drive focused requirements that are not well articulated. IDC has identified several common scenarios and the likely business responses and corresponding platform focus.
"Enterprise service management is one key component to the creation of a dynamic, collaborative enterprise," said Shannon Kalvar, research director, IT Service Management and Client Virtualization at IDC. "As we move into this new, more unstable era, matching the ESM platform to the underlying business challenge has become increasingly critical for continuous improvement and long-term success."