The book on Enterprise Service Management (ESM) covers a wide range of topics related to the management approach, which aims to maximise value creation and optimise service delivery in line with organisational objectives. The book is divided into multiple sections, including a preface, a discussion of the paradigm shift, digital transformation, the ESM framework and its benefits, trends in ESM, and the ESM operating model.The preface sets the stage for the rest of the book, emphasising the importance of ESM as a management approach and providing an overview of what readers can expect to learn.The section on the paradigm shift covers the changing landscape of IT and the need for businesses to adapt to new technological innovations, including the gig economy, virtualisation, shared economy, and the use of data and algorithms to optimise operations. The book highlights the impact of automation and the role of ESM in helping organisations improve their service delivery.The digital transformation section discusses the rise of the digital age and the transformation of organisations to meet the demands of the modern digital environment. The book emphasises the need for a digital mindset and team collaboration to achieve digital transformation success.The ESM framework section provides an in-depth understanding of the ESM framework, including its definition, benefits, and opportunities.

The section also provides examples of how ESM can be applied in different organisational departments, such as IT, finance, and procurement. The book also discusses the relationship between ESM and ITSM and the key differences between the two.The ESM operating model section provides insights into establishing an operating model for ESM, including the organisational structure and the interface with corporate governance, IT service delivery, and digital workplace. The section also highlights the ESM capability centre, knowledge management, and ESM software and portals.The trends ESM section explores the latest trends in ESM, including AI-driven automation, AI service management, BYOD culture, business intelligence, and digital SIAM. The section also covers using AI-Ops, DevOps, RPA, and software robotics in ESM.Overall, the book is a comprehensive guide to Enterprise Service Management, providing insights into the ESM framework, trends, and operating model. The book is essential for anyone interested in adopting a service-oriented mindset to manage and improve the d.