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I was reading Dolf van der Haven’s post that we published yesterday where he states that the term ITSM is soon to be obsolete. But is this really true, is ITSM dead?

We now have approaches such as VeriSM for enterprise service management (or ESM) and standards such as of ISO/IEC 20000-1 which extends service managementto the entire scope of the organisation’s operations. Also, we are seeing ITIL® best practices adapted and adopted to work across the entire organisation.

It would appear what has been talked about for years, is finally coming true, organisations are realising the value that ITSM principles, now service management principles, can bring to the table.

I was interested to find out how many entries in Google has for the terms ‘IT service management’ and ‘enterprise service management’.  The results were quite clear, for IT service management there were 4,630,000,000 entries, for enterprise service management (ESM) there were 717,000,000 entries, so it would seem pretty clear, ITSM isstill by far the most popular term on the Internet and isn’t going to go anywhere soon.

Here’s a prediction, ESM will gain ground and become more mainstream in 2019. However, IT service management isn’t going to go anywhere soon. It’s nice to know that service managers are now being seen as more than a fool with a tool.

About the Author:

Jamie Titchener is CEO of ITSM Shop, the one-stop shop for all ITSM books, standards, tools and training. He has worked in the field of service management for the last 12 years.