Enterprise Service Management

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Enterprise Service Management

Enterprise Service Management

This is the term used to describe the use of the Service metaphor accross an organisation. It is used in contrast to IT Service Management which only concerns the management of IT Services.

Enterprise service management is a subset of Service governance, the means of governing an organisation through an extended ITIL/Service_Portfolio.


The term has been used to describe the success that a number of organisations have had in using the Best Practice advice, found in frameworks such as ITIL, Togaf, and others, for company wide service design and operation.

One early example of using service management Best Practice, initially evolved in IT, was uses ITIL to rethink facilities management].

See also