Beyond Service Management: ESM and ITIL v3
Evolving to an ESM-centric approach enables IT to improve its service to the end-consumers of information through effective integration of multiple technologies within a defined process industry-standard framework. As such, from where and how service is delivered can be separated from what service is delivered. Using remote infrastructure and applications management tools, service can now be delivered from across the street, across the country or across the world.
The ability to package discrete and diverse standardized capabilities into a unique solution will enable CIOs to achieve both short and long term goals. Successful implementation of a secure, stable, flexible ESM environment will enable you to satisfy the needs of your end-consumers of information, whether they are the CEO and other executives, the customer-services representatives, the operations workers, or any other employees. It will provide the ability to switch services in and out as needs change, while enabling you to control your costs. In other words, ESM provides the opportunity to deliver both efficient and effective IT to your colleagues.
John Ryan heads CSCs global platform services portfolio and Mark Lees leads the development of managed services marketing strategy in the Americas.