"Extending IT service management abilities over and above know-how services to address business enterprise-centric use instances; running service demand from customers and supply through a widespread System, portal, and service catalog; and rushing up innovation and workflow automation by PaaS/small-code advancement tooling." - Charles Betz, Forrester On the other hand, https://juliussnhar.bloggazzo.com/32473068/the-best-side-of-enterprise-service-management-esm