Leading an IT organization based on "gut feel" is a luxury you can no longer afford. Where every dollar is scrutinized, relying on institutional guesswork—the vague sense that "things are okay" or "the team is busy"—is a recipe for stagnation. If you aren't measuring your IT Service Management (ITSM) maturity against objective benchmarks, you aren't leading; you’re reacting.

A maturity assessment isn't a bureaucratic hoop to jump through. Done right, it is the most strategic tool in your kit for aligning IT operations with actual business value.

The term Enterprise Service Management (ESM), while its roots are firmly planted in IT Service Management (ITSM), the core value of ESM lies in its ability to extend structured service delivery across the entire organization.

Digital transformation is no longer optional – it’s the foundation of how organizations remain competitive and resilient in an ever-changing business environment. Yet, many IT teams are still tied down by outdated service contracts, rigid outsourcing models, and legacy tools that simply weren’t designed for today’s digital-first world.

Between staffing shortages, rising support costs, and the need for faster response times, many IT leaders are under pressure to find a more effective service desk model. Two common strategies often emerge in this decision-making process.

Explore who can benefit from IT Service Management (ITSM) across different industries. Learn how ITSM improves service delivery, enhances digital workflows, and supports cross-departmental efficiency—from IT and HR to leadership and beyond.

It happened during finals week.

Hundreds of students were deep into timed online exams. In the lecture halls, Wi-Fi-dependent presentations were underway. Across campus, administrators were mid-meeting, connected through Teams.

And then, the Wi-Fi just... vanished.