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Moving Beyond IT Service Management: ESM and ITIL v3
John Ryan | Published Apr 6, 2010
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 CIOUpdate guest columnists John Ryan and Mark Lees of CSC.
Tags:ITIL,ITIL v3,CSC,IT service management,business service management
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