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What is Enterprise Service Management?

What is Enterprise Service Management?

Enterprise service management (ESM) is a term that has come up in the past few years, but has no universally accepted definition (there isn’t even a Wikipedia page on it – go figure!). It has therefore been used in various different contexts, which has made the...
A Lean Ireland

A Lean Ireland

By Nigel Murphy It’s not uncommon whilst walking in rural Ireland to encounter a crossroads only to discover that the place you want to get to is signposted twice – in opposite directions. To add to the confusion the mileage will be identical for both routes. If...
A brief introduction to ISO/IEC 20000

A brief introduction to ISO/IEC 20000

ISO/IEC 20000 is a series of standards for service management. Part 1 is the main standard which specifies the requirements to be met by an organisation who wish to be certified to the standard or use the standard to improve their service delivery. Parts 2 and 3...