Enterprise Service Management

When we think of what Enterprise Service Management will look like five years from now, it will include a tool with workflows, but will also include:

1. All enterprise Assets and configuration items (CIs) in the same tool
2. Common set of processes throughout the enterprise, regardless of the type of technology
3. Group leadership will move toward strategy and business-focused instead of technology-focused
4. Focus will be on limiting risk and maximizing the investment in technology
5. People will become the most valuable differentiator for success