Beyond ITSM: The Rise of Enterprise Service Management - with Rakesh Kumar
For years, service management has been something most organisations associated with IT.
That model is no longer enough.
As enterprises scale and digitise, employees expect a seamless experience across HR, IT, finance, and other services. They do not think in terms of departments. They expect the organisation to work as one.
This is where Enterprise Service Management (ESM) is starting to play a critical role.
In a recent Enterprise Tech Talk conversation with Rakesh Kumar, we explored how organisations are extending service management beyond IT and using it to unify enterprise operations.
What stood out is that ESM is not just about improving service delivery. It is about creating a connected operational model where workflows, data, and services come together.
When that happens, the benefits go beyond employee experience. Organisations begin to see improvements in productivity, better visibility into operations, and opportunities to simplify their technology landscape.
More importantly, ESM creates a consistent data foundation. This becomes increasingly valuable as organisations look to scale AI and automation across the enterprise.
Of course, the challenge is not technology. Most organisations already have capable platforms. The real challenge is aligning departments that have traditionally operated in silos and bringing them onto a shared way of working.
That is why the most successful ESM initiatives are not positioned as IT programs. They are driven as enterprise transformation efforts, often with strong executive sponsorship.
Looking ahead, as AI becomes more embedded into enterprise workflows, ESM is likely to play an even more important role. It provides the structure and consistency needed to make AI effective at scale.
For leaders, the question is no longer whether ESM is relevant. It is how quickly they can move beyond fragmented service models and build a more unified approach.
š How is your organisation thinking about service management today ā still within IT, or evolving toward enterprise-wide ESM?
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