IT Service Management (ITSM) refers to the activities that are performed to design, plan, deliver, operate, and control IT services for an organization’s employees. But employees have needs that go far beyond IT services. That’s where enterprise service management (ESM) comes in. But while ITSM tools worked well for IT, the complexity and cost of traditional ITSM tools has been daunting for other departments to implement.  

This paper looks at the issues that ITSM has faced when trying to expand across the enterprise, and how next generation AI-based solutions can solve those issues. 

What you will find in this white paper:

• A brief history of IT Service Management

• The evolution and impact of portals

• Why early ESM tools have not delivered

• How next gen ESM is leveraging AI to solve the issues

Virtual agent basics

Important considerations to ensure high adoption