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Beyond Service Management: ESM and ITIL v3

By John Ryan, Mark Lees -

ITIL Article Published Oct 26, 2009

Enterprise service management (ESM) is the set of ITIL-aligned tools, processes, and people that ensure IT services are directly linked to the needs and objectives of the business, writes ITSMWatch guest columnists John Ryan and Mark Lees of CSC.
Tags: CIO, ITIL v3, CSC, service management, ESM

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